CST
When do we need TL approval to request for block removal?
When Discover imposed the block
What to you mark in IBM case for a transaction the account holder says the completed?
Mark the transaction as genuine.
Can FIS emails be sent from our personal Outlook?
No
They must be sent from the DepositsFraudFISCases shared Outlook
What do you pull when you see TMX-Deny Lock-Zelle memo?
BFU Deposits Zelle Handling Procedure
*Complete applicable handling for TMX memo
Can you remove a block on an acct that’s less than 1 year old?
No
When a transaction is in process what does it mean?
Means: The transaction can take 1-3 business days to clear
What is the easiest search criteria to look for cases?
Account holders SSN
What are the types of emails can we send to FIS?
Block Removal Request
Whitelisting (for now)
Fraud (FPF, ATO, FA)
In which procedure can you find the different statuses given in CST?
Zelle and Customer Service Tool Deposits/BFU Job Aid
How many zelle disputes can be on an acct and we're still able to remove a block?
1 or less
True or False
We can not unenroll an account holder with a block
False
We can unenroll and account holder with a block in place however, the block will create a problem with another EFI.
Whitelisting (when available in IBM again), how long does it take to do into effect?
Whitelisting will be an immediate action once available in IBM again.
What MUST always be included in the FIS email?
Account holder name (as it appears in CST)
Payer ID
In which procedure talks you through what needs to be included in email to FIS?
BFU Deposits Zelle Handling Procedure
What are the 3 requirements of eligibility to have block removal request done?
1. Customer completed second level authentication
2. Customer has good standing relationship with Discover for a year or more
3. Zero or only one off Zelle dispute/scam reported, no other red flags
Where can you locate possible scam allegations/disputes?
Service Requests
Add/View Customer Comments
When marking a case as fraud, which type of transactions get marked?
All transactions posted and declined
What transaction details do we include in an email for fraud app?
All approved/declined Zelle transactions are sent via the email template.
Where can you find how to complete a whitelisting in IBM.
BFU Deposits IBM Safer Payments Job Aid
With 2 or more disputes can a block be removed?
No
If you see RT_FRAUD what should you do next?
Check IBM for an open case
What do we need to look at in IBM before attempting to Whitelist a transaction?
Rules Fired: to ensure payee is not blacklisted.
When ATO happens which types of transactions do BFU email FIS about IF declined and posted transactions have happened?
None
Reg-E will send email, IF ONLY declined transactions occur BFU will send FIS email
If an account holder calls in and states "I sent the money to the wrong person", what is the procedure we use for dispute related inquiries?
Zelle Talk-Offs Deposits/BFU Job Aid
Can Discover ask to have a block removed from another Financial Institute?
Yes
If they meet all of Discovers eligibility requirements.