Zelle
During an IBC, what is the first thing we need to check and why?
CST - Is the customer enrolled/active or closed/unenrolled?
If closed - BFU cannot assist
If active - we move to further steps.
True or false
If a customer calls in and asks for the mailing address on file, can we provide that to the customer after 2nd level?
FALSE
AT NO MEANS SHOULD WE RELAY THE ADDRESS TO THE CUSTOMER
During Fraud Application, do we need to cancel OAC (Account Center Access)?
yes
What is the Referral source that needs used when creating a case?
INBOUND CALL
What is Tara's favorite go to snack?
Pretzels and Hersey almond chocolate bars
If the customer is enrolled what is the 2nd step that needs completed?
Need to check CSGI for a case, if no case we need to create a calypso case
Can you provide the last 4 of the phone number to the customer to confirm reading OTP disclosure?
NO - at no means should we provide the information to the customer
When we have a CSGI case for a debit card transaction and the customer confirms fraud, will the customer be able to keep their debit card?
No, one will need reissued.
When Creating a case for Fraud application, what is the most important step to remember?
Selecting the box to send out the written statement of ID theft.
Is Amirah a morning or a night owl?
Morning person!
If we are able to manually remove a block, where do we need to check first?
FIS INBOX
If a customer calls in within 5 days of an account opening - can we provide the last 4 of the account number?
yes, if the account is 5 DAYS or Under we can provide the last four of the account number to register.
What kind of fraud is an ACH or check deposited that was NOT the customer?
ATO
When processing a fraud application case, what is the most important QUESTION to ask the customer?
What is Katie's hobbies?
hike, and hang outside
play video/board games with her fiancée
If we have a ZELLE IBM SCAM REFERRAL for a received monetary good, what is the first step after accessing the calypso case?
1- Check Disputes
If customer has one or more, we have to look for if they are tenured for a year or more then move to block removal steps.
if 2, we can clear the calypso case, but cannot remove the block.
if 3, we can close for FPF.
When is it okay for BFU to provide a full account number?
Account is any:
No, need to transfer to IRA
When closing for FPF, do we have to add any leads?
yes - the JO and the PO
An Alfo Romero or the new Camaro with a rag top and v8
During a block Removal,
If a customer has a Fraudulent Incoming Transaction (Receive Fraud), can we remove the block?
No- block cannot be removed
When is okay to release the debit card number?
They have to meet either requirements of
AND
needed for a indemnifications letter on fraud account(s).
If account holder has ATO fraud - what is the only thing that is customer choice?
Adding a verbal password
When would we make sure that we add a followup to calypso case?
When account actions are pending reissue. (BUT case should be created by REGE if dispute)
How has Erika realized she is turning into one of her parents?
her voice sounds like her mom along with raising her son in a similar way her parents raised her