week7

Trust the Process

100

When FRAP is confirmed and there are debit card transactions on the account. What system do we to file the claims?

DRC

200

WHAT must be suppressed when FRAP is confirmed and HOW is it suppressed?

1099

1. Customers > Identification > Tax and Issued > Edit (pencil icon).
2. Access the Tax Reporting section.
3. Change the Exempt toggle to Yes.
4. Select Exempt Type: Tax exempt.
5. Click Save.

300

What CHC can we find the verification matrix?

Inbound fraud calls.

400

What must be included in a money movement note intended to make the customer whole after filing a fraud claim?

Request to move the funds to the Customer’s account from the General Ledger, the amount, date, the GL number and the parent case

500

what must occur when filing a claim over $15,000?

 Email [e-mail] and include the following:

Subject: Fraud Risk Management - Fraud Case Review - [Business Checking Account or Rewards Checking Account] - Account no: [xxxxxxxxx]

Body:

• Card Member’s account number
• Claim case ID
• Claim creation date
• Claim due date
• Transaction type: ACH, Check, or Wire
• Disputed amount
• Liability amount
• Enterprise Bank Servicing’s recommendation
• Fraud Risk Management’s recommendation

You Betta VERIFY

100

What kind of authentication must be completed in every call?

Conventional ID
Name and 3 of the following:

• DOB
• Last 4-digits of Individual SSN
• Personal Address
• Personal Security Key (PSK)

200

What is a CIF and where can I find it?

Customer ID# (Customer Information File)- WEB CSR

300

What are the two ways you can search an account in WEBCSR and what is each type used for?

Incoming Calls- Customer Search

Working Checks- Quick Search

400

What is a CRN and where can we find it?

Customer Reference Number- MBP last 6 of CID

500

What must we verify with the customer when they are reporting FRAP?

Only their name

High Yield son

100

Where can we verify account ownership in WEBCSR?

Home page- Identity- Names

200

When notating a Savings account what notation section should we be adding notes under?

Account notes

300

What must be included in a Savings note?

The check#, amount, rejection reason and next steps AH can take to avoid another rejection/information regarding the rejection.

400

When working Savings checks, what dollar amount should we work first?

High dollar amount

500

What kind of account restrictions will cause us to automatically reject a Savings check?

 Restrictions that prohibit credits (deposits)
TVOL,T,TATO,TFRD,F,U

BY THE BOOK

100

What CHC talks about the steps the customer will need to take to complete NotaryCam?

CHC - NotaryCam (NOC) - Checking Accounts

200

Our customer is calling in to report debit card fraud transactions, what CHC's must we use for this process?

CHC - Debit Card Fraud Dispute - BSP - Amex Checking ( file a claim)
CHC - Debit Card Fraud Dispute Claim - GDM - Amex Checking ( resolve/send letter)
CHC - Replace a Debit Card - Amex Checking( replace DC)
CHC - Fraud Account Take Over (ATO) - Amex Checking ( resecure the account)

300

In which CHC can we find the Voice Mail message to leave when we can't get a hold of the customer?

CHC - Fraud Risk Review - Amex Checking

400

What CHC tells us how to create a new case using CLIC?

CHC - Case Management - Accessing / Using Amex Checking

500

What CHCwill help Identify characteristics of a fraudulent check?

CHC - Characteristics of a Fraudulent Check - Amex Checking

BLUE BOX

100

What are our Blue Box values?

We back our customers

We make it great

We do whats right

We respect people 

we embrace diversity

we stand for inclusion

We win as a team

we support our communities

200

Where can I access LinkedIn Learning?

Navigator- Search

300

What is the Ethics Hotline phone number?

1-844-439-4696

400

What are Blue Rewards and how do you attain them?

A point based reward system where points turn into "rewards" Someone has to send them to you

500

Name 3 colleague networks

ANA

BEN

Virtual office 

CHAI

DAN

HOLA

NEXT GEN 

PEACE

Families at amex