Fraud Types
Suspicious IP/ISP activity, out of pattern logins, add devices & demo or password changes
Account Takeover (ATO)
Named after a small animal, this scam is any scam where the client purchases something (usually online) and the scammer takes the money with no intention of providing the client with what they purchased
Puppy Scam
What button should you be pushing to pull work from the main queues?
Set Alert Queue/Work Next Alert
We search with this to find the client's profile in Case Tool
ECI
Client provides a phone number and we send a code to their phone to be read back to us
One Time Passcode (OTP)
Business with history of payments to recipient account but account info of recipient was recently changed and client didn't verbally verify
Business Email Compromise (BEC)
Taking place over months or even years, this scam targets lonely isolated people. The scammer builds trust with the client over time making them believe they are in a relationship with the scammer
Romance Scam
In what order do we pull work from the main queues?
First In First Out (FIFO)
After creating the case you then assign it to this person before proceeding further
Yourself
Client is conferenced in to an automated line to provide their debit card info via their keypad on their device
Mini IVR
Someone other than the client has opened accounts/loans/credit cards in their name without their knowledge
Identity Theft
Can be large amounts of money going to an individual or shell company for the purpose of generating "incredible" returns over an unrealistic time period
Investment Scam
Which of our leaders will be here for Employee Appreciation Week in September?
Rich Holliday
You need to email an RM about a pended alert. Who else are you emailing along with the RM?
CES / Banking Team
Push notification sent to client via the Chase Mobile App
In App
A person who knowingly or unknowingly has money moving in and out of their account(s) to benefit fraudsters
Money Mule
A scam targeting people searching for work, usually by posting fake job listings and then tricking the client into sending their own money to purchase "equipment" or "software access" prior to their start date
Employment Scam
The only time you do not use Work Next is when assigning work from these two queues:
Rich queue (Wires/EMM) and A's queue (SR)
What are the three case statuses that we NEVER use in Prevention?
In Progress, On Hold, In Escalation
Client's voice is analyzed via software comparing it to confirmed previous calls and verifying via automated system
Voice ID
An elderly or vulnerable person has recent changes to their account (newly added signers/PoA etc.), has unusual movement of their money, and have different family members calling in to validate transactions
Family Fraud
A scam that occurs when the scammer pretends to be someone else (IRS, Law Enforcement, Bank employee) with the goal of gaining access to the clients information/money. Can also result in the scammer calling the bank to initiate and pass fraudulent transactions by pretending to be the client
Impersonation Scam
Name your pend buddy!
Marcus - Ana - Eric
Kiara - Brandon - Norma
Mayra - Maribel
Corina - Kristina
Ebony - Melissa
Umair - Chris
Instead of using our personal email, when emailing clients or their banking team in Case Tool, we use this inbox name (Bonus points for the email address)
Private Client Fraud and Claims
Bonus*: jpmpc.fraud.claims@chase.com
Asking a series of questions related to the client, their accounts, or any other information pulled from their CA profile
Enhanced Authentication / Aided Recall