CST
When do we need TL approval to request for block removal?
When Discover imposed the block
Which button do you click to save notes in IBM?
Floppy disk save button at top right of notes.
What is the exact email address we should be sending FIS emails from?
DepositsFraudFISCases@discover.com in Outlook
What do you pull when you see TMX-Deny Lock-Zelle memo?
BFU Deposits Zelle Handling Procedure
*Complete applicable handling for TMX memo
Where can we go to see any Zelle talk offs?
Link'd and look up policy:
Zelle Talk-Offs Deposits/BFU Job Aid
Which CST transactions do we deal with in BFU?
Real time Failure - Fraud (RT_fraud)
What is the easiest search criteria to look for cases?
Account holders SSN
What are the types of emails we send to FIS?
Block Removal Request
Whitelisting (for now)
Fraud (FPF, ATO, FA)
Which procedure goes over the FIS email template for fraud app, FPF, or ATO?
Confirmed Fraud Handling Deposits/BFU Procedure
True or False: There is a limit to how much you can receive with Zelle.
False
There is no limit for how much a customer can receive. Only limit is on how much they can send.
True or False: We can remove a Zelle block through CST.
False - We need to always send FIS email
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
Which procedure talks you through what needs to be included in the block removal email to FIS?
BFU Deposits Zelle Handling Procedure
Are there any text alerts for Zelle?
We don't currently offer text alerts for Zelle.
What do we need to advise AH once we unenroll them in CST when they previously had a Zelle block on?
Provide talking points in Zelle CST Actions Deposits/BFU Procedure and notify them that they could still have issues with EFI.
When marking a case as fraud, which type of transactions get marked?
All transactions posted and declined
How can we verify if a previous agent has sent the FIS email?
Go to the DepositsFraudFIScases inbox and click on "sent" and search with Payer ID.
True or False: If there is a Zelle referral in Calypso and we determine FPF is happening, we can go ahead and close FPF
True
Can a customer request to increase their Zelle limit?
No they cannot, it can increase automatically but we are not able to increase it for them.
What is the default limit for sending money through Zelle that is listed in CST?
$600
Zelle Talk-Offs Deposits/BFU Job Aid
What do we need to look at in IBM before attempting to Whitelist a transaction?
Rules Fired: to ensure payee is not blacklisted.
What is the email address we send FIS emails to?
Risk.Management-Epp.Fraud@fisglobal.com
If an AH meets enrollment requirements, has no zelle block in CST, no IBM case, and is still having RT fraud declines what do we need to do?
Create and clear a Calypso case per BFU Deposits Zelle Handling Procedure
Which deposit accounts are eligible for Zelle?
Eligible accounts are checking, online savings, statement savings and money market accounts.