Debit Card Status
What system/systems are used for Debit card suspicious activity declines?
Unified Desktop and Visa Online
If the client calls to report a fraudulent transaction on their debit card, it's ok to leave the card open as long as the client feels comfortable that no further fraud will occur. True or False?
False: We must block the card when fraud is reported, even if the client doesn't want to.
Client calls and reports a debit card transaction was unauthorized and they have never heard of the merchant
Debit Card Fraud
Client calls in to state that they need a fee refunded to their account. What are your next steps?
Verify if the fee refund inquiry is related to an existing fraud case. If there is an existing case, submit the LPQR. If the fee is unrelated, transfer to Care.
What system is used to locate information on an existing debit card claim?
CFC Pega
True/False: It is only necessary to review the flagged transaction with the client.
False: You should review all flagged transactions, but you must review and additional 5 transactions if there no transactions listed above the case creation transaction. (PRO-9110 Step 4-C)
What is essential to do when blocking and reissuing a card to the client?
Verify the client address and address history to determine if HRA is necessary.
Client calls to report that they were charged twice on your debit card for the same transaction
Debit Card Non-Fraud
Client calls in to check the status of their claim. They express that they really need the funds back in the account so they can pay rent. What should you do?
Verify that the claim is in a "NEW" status and submit the LPQR to Expediate the claim.
True/False: If the client doesn't know the answer to an Intake question, it's ok to skip it.
False: Client should answer to the best of their ability
True/False: You must review $0 pre-authorization transactions with the client.
True
True/False: You can reissue a debit card, in CFC, if the card is in a Warm/Suspicious status.
False: The B&R must be done in Bluezone. While CFC will appear like it has been successful, it is not.
Client calls to report that the candle they purchased last month never arrived
Merchant Dispute
Branch TM calls in to request that a claim affidavit be sent to the branch for the client to fill out. What should you do?
Verify that the claim documentation is required and if the documents are already generated. If they are available, download>save>email to the branch TM. Manually generate if needed.
True/False: Clients can always request a second review of their claim.
False: Follow PRO-8389 for situations where a second review is warranted
Client confirms all of the transactions are valid and you need to remove the Warm/Suspicious status on the debit card. What is the next step?
Perform HRA
What should you do if the fraud transaction is still pending on the client's account?
Inform the client to monitor their accounts for the transaction to post and call us back to dispute or file the dispute through their online banking.
Client calls in to report that they only received $80 from the ATM but the transaction posted for $100
ATM Dispense Error (TPE)
Client is calling to withdraw their claim. What should you do?
Confirm the case status is "New" or "Resolved-Auto Approved" and submit the LPQR (PRO8396 Step 3)
Client calls in and wants a copy of the video footage used to deny their claim. What should you do?
Inform the client that they will need a subpoena. Once they obtain that, they can bring it to their local branch.
True/False: If the debit alerts are dispositioned in Unified Desktop, it is unnecessary to disposition in Visa Falcon.
False. If there is a case in Visa Falcon, the investigation section needs to be completed.
True/False: We can file a claim for a fee that was charged to the account due to a fraud transaction.
True: PRO-9369 Step 10. "To satisfy Reg E requirements, the teammate must complete a Centralized Fraud Claim when a fee is assessed as a result of the unauthorized transaction (fraud or merchant billing error) "
Client calls to report that they deposited a $500 check in the ATM but the deposit never posted
ATM Deposit Error (DPE)
Client is calling because they want a second review on their denied claim. You review the claim details and discover that an error was made during intake. What do you do next?
Complete the LPQR
True/False: It's not necessary to provide detailed notes on the claim because the investigator can just pull the call and listen to what the client is telling us
False: Investigators do not have the time or access needed to review our calls. We should be providing as much relevant info as possible