Where To Find
A collection of every RA you might use in FRAUD
UD Fraud Landing Page
Where can you find when this RA was last updated?
DAILY DOUBLE
(You can wager your points)
Underneath the Title of the RA
What is the purpose of this RA?
The purpose of this article is to describe the process for replacing or canceling a physical or virtual card.
If any audio risk are heard during the call, which RA should we use?
UD Fraud Inbound | Review Audio Risk Factors
What is the purpose of this RA?
BONUS +1000 or -1000
When was this RA last updated?
The purpose of this article is to describe how to process and investigate account takeover (ATO). ATO occurs when an external party takes control of an existing customer’s Apple Card account and Wallet.
11/22/2024
Any announcements or updates regarding the Apple Card
Alerts Tab
Name 5/14 States in which a driver's license may be verified in LexisNexis
Colorado, Delaware, Kentucky, Louisiana, Maine, Montana, Mississippi, North Dakota, Nebraska, Ohio, South Carolina, Tennessee, Texas, West Virginia
A participant is calling in to replace their Physical Card because their dog ate it (and their homework), what do we tell them?
If they are over 18 we can replace their physical card and send it to their address, if they are under 18 they need the account owner to contact us on their behalf.
What is the purpose of this RA?
The purpose of this article is to describe how to handle a contact with an open “High Risk Account Maintenance” case with “Stolen Device” as the case type. Fraud Specialists will attempt to verity the customer’s identity using their driver’s license, a one-time password (OTP), and / or a Knowledge Based Assessment (KBA). Once account takeover is verified, Fraud Specialists will create a “Stolen Device Remediation” case for additional review.
If there is an unauthorized transaction using the virtual card, what would we assist the customer in doing?
Securing their Apple Account.
Apple Card Servicing Number
Frequently Asked Questions
(Double Points: 1-877-255-5923)
If you can't verify the customer using a One Time Passcode (OTP) what should you try next?
A drivers license verification if the customer lives in a state that allows, or an Outbound Call to the phone number on file.
Which RA would you use if they want to replace their Physical Card because they had an unauthorized transaction declined
UD Fraud Inbound | Receive a transaction fraud case
If there isn't an open "Stolen Device" case, what should we do?
Create a Stolen Device case in Appian
How long does it take for an Account Takeover (ATO) case to be completed?
ATO cases MUST be completed within 10 days of notification.
Which RA explains the reason why a transaction may have declined?
UD | JOB AID | Transaction decline
OR
JOB AID | Fraud - Transaction Declines
What would you do for a customer requesting to change their number to an international number?
Explain that we cannot and create a L1 complaint.
What website can customers use to manage their card if they don't have a compatible Apple Device?
If the customer resides in a state that we cannot use the Driver's License to verify their identity, what would we do instead?
Verify using a One Time Password
Verify Using a Knowledge Based Assessment
Payments are accepted and may be processed by specialists when an "ATO" flag is present on the account.
Which RA has a table of timeframes based on what type of Case was submitted for the customer?
JOB AID | Common SLAs
What do you tell a customer who is a participant looking to change their phone number on the account?
We assist them.
What is Mastercard's "Automatic Billing Updater" program?
RANDOM NUMBER GENERATOR
Once a card is replaced, we may automatically send their new card information to participating merchants they have recurring transactions with
If the customer is unable to access the Wallet App with their AppleID account.
For the safety of your account, it has been restricted and is currently under review. The review should take approximately 5-7 business days, and upon completion, you should be able to see the new status in the Wallet app.
If a customer tells us their device was actually stolen which RA would we use to assist them.
UD Fraud | Handle contact regarding a stolen device