Fraud Block
Customer calls in trying to activate internet equipment and you review account. Account is canceled due to a work order fraud block; you remove the block. Where would you send the customer next?
What type of fraud would a Sim Swap be considered?
ATO (account take over)
Who on the account can call to release an OV Order?
Account Holder and Authorized user
What is the first step in the resecure process after the customer has completed the KBA?
Complete CIMT steps
Customer calls in about their account and mobile order. Request their mobile order tracking number, their account number and the Authorized Users listed on the account. What of the above information can you provide to the customer?
None of them
What should you do with a Multiple non-pay block?
(NN Multi Nonpay)
Transfer to a CVT Investigator
What can be added to prevent future Sim Swaps or Unauthorized Ports?
Account Fraud Protection
What are the 2 types of reviews that need to be completed for an order to complete the validation process?
Fraud Review
Credit Review
Would you request an account lock for an ATO resecure without the customer?
NO
The call comes in with the Voice ID has been verified or the account has already been authenticated by another department. What are your next steps?
Authenticate the customer
You can clear a Fraud Block that is more than ___ days old without the customer being in the store. (Non Work order review)
30 Days
What department do we transfer a Victim of Sim Swap to get their device fixed?
Mobile Repair or Mobile Activation
What does a customer need to create on their account before an ID can be uploaded?
Online Profile (CIMT)
Who can complete an account resecure?
Double Points if you can name more than one.
Account Holder only.
BONUS: POA as AU or Once verify AH then they can designate someone to talk to you.
You receive a call from a store rep stating that they tried to place a mobile order for a customer and received an error message "FRAUD CHECK FAILED". How would you proceed with this call?
Advise rep that the error message is out of fraud scope and to speak with their leadership team.
What system(s) would be used for a fraud block caller?
CSG and Lexis Nexis
(Agent OS as a 3rd system)
******DAILY DOUBLE *******
What may be some Key phrases a customer may say to indicate SIM SWAP Fraud? (Name 2)
Phone in SOS Mode
Bank account has been compromised
Email/Text "SIM SWAP transferred to new device"
Unable to make calls or send text messages
I have been hacked
New device/line was added to my account
Why would an IDA (ID SCAN) show failed in UCM? (Name 2)
Info on the ID does not match exactly to the order/account.
ID could be damaged, shadows, or glares.
ID could have failed in CATFISH as well.
ID could be expired.
During the account resecure process what are the security features that are offered as part of the resecure process.
Advised about Voice ID and Account Fraud Protection
Customer calls in looking to set up Spectrum core services. How would you proceed (List 2 probing questions and what systems would you use?)
Possible Systems: GIS, CSG
Possible Probing Questions:
Do you currently have spectrum Services?
What is the address you are looking to get services?
Were you transferred to this department?
What Proof of Residence can be used to clear a Fraud Block? (Name 3)
DL (Non Expired) if address matches the account
Utility Bill (Gas, Water, Lights)
Lease
Bank Statement (w/in last 30 days)
Auto Insurance
Renters Insurance
What are the steps to complete on a call that is a confirmed fraud SIM SWAP? (List all steps)
KBA
RESECURE
CHECK FOR INTL/ROAMING USAGE
SUBMIT CREDIT TICKET IF NEEDED
TRANSFER TO MOBILE REPAIR/ACTIVATIONS
******DOUBLE POINTS*****
In FIT, in the disposition selection box for Fraud Found, what options are available? When would you use each option?
Yes - Fraud found
No - No fraud found
Waiting for DOCs - requesting additional information
Issue with Ticket - NOT in UCM and AGENT OS (unable to find order)
Name 2 Reasons why you would not resecure an account after you complete an account lock removal.
Valid Port Out
Valid Transfer Pin Request
When working an SMB ticket what are the additional systems that can be used. (List 5)
Open Corp
Google biz web site
Google biz name
Sec of State
Share file
BBB
Dun and Bradstreet