ONLINE BANKING

Procedures

100

When a Zelle Scam/Mule alert is review is deemed not suspicious, the system must be noted to allow a profile to be unrestricted.

What is Compass

200

These reports now have an additional column to indicate suspicious or not suspicious. Hint, there are two answers. 

What is Auto Suspension and Paymentus P2

300

For this alert queue, a colleague should begin the note with suspicious or not suspicious.

What is M2M Offline

400

This AFH duration is utilized for compromised accounts in which the customer is the victim of fraud.

What is a 15 days 

500

This AFH duration is utilized for accounts suspected of participating in fraud, such as receiving misdirected ACH deposits or wires. 

What is a 60 day all funds hold?

Systems

100

Wire alerts completed with these fraud tags are now automatically referred to FCRM.

What is Suspicious and Fraud

200

This specific word must be included in the special instructions box in FPO for all FCRM referrals.  

What is exceptions?

300

Colleagues can now directly block and unblock this product without emailing loan servicing, provided they have appropriate CSS access.

What are HELOC's

400

Abandoned CSSS cases for this process should be avoided as they are reviewed manually by a team within loan servicing.

What are HELOC block/unblock cases in CSS

500

This system must be documented for all fund holds, including a copy of the e-mail that shows the appropriate letter was generated. 

What is FPO

Fraud Trends

100

All right, so then you're going to get fraud trends for 100. This scam involves fraudsters posing as a bank employee and tricking customers into sending wires. .

What is the Citizens impersonation Scam

200

These two banks are commonly associated with citizens and person impersonation scams. .

What are Chase and Wells Fargo

300

Newly opened accounts with altered check deposits frequently showing the same check stock and signature for multiple businesses, followed by outgoing wires are hallmarks of this fraud trend. 

What is the New Business Account fraud Trend

400

This fraud pattern includes recently opened accounts, often from Texas or Florida, with structured inbound transfers from external banks over several weeks, followed by debit card spending, alerted primarily in queues related to this product.

What is Me to Me

500

A hallmark of this trend is rapid $1999 transfers following the fraudulent validation of a receiver on a compromised sender profile. 

What is TTOC Fraud trend

Wire

100

This financial institution is usually the beneficiary on branch initiated scam wire alerts.

Who is Wells Fargo

200

This "review status "in ThreatMetrix means that the activity, such as a login, digital wire or HELOC ACH transfer was not allowed to complete.

What is Reject

300

This system provides alerts for suspicious wires, ACH and RTP transactions initiated through Access Optima or Cashflow Essentials. 

What is bottom line?

400

When working wire alerts in Oak, this accordion should be expanded to see if customer has other current alerts at the time of review. 

What is customer information

( Alerts may also be accepted)

500

This queue in Oak is being utilized to capture alerts for new HELOC customers with temporarily increased mobile wire limits. 

What is Wire SMB

Customer Handling

100

 This should be reset with the customer while on the phone call, if the customer confirmed fraud, rather than making the customer perform actions and call back later.

What is Online Banking

200

This should be removed from the customer's bank account if one was placed once the customer understands they are the victim of a scam.

What is an All Fund Hold 

300

This process provides a customer with a new HELOC account number after the existing account has been compromised.

What is an overlay?

400

If a customer declines to have online banking reinstated, CSS should be updated to this locked by designation to properly reroute future phone calls. 

What is Locked by OLB Tech

500

Anytime a customer expresses dissatisfaction, a case should be opened in this system to document it.

What is the customer care?