Synergy/FLASH
What type of manual alert are you creating in FLASH, to report a scam/fraudulent Zelle?
DCD
How many complaints can you submit in CQC at one time?
Five
What are the FIRST two things we verify (in addition to clients name) when a Small Business account calls in?
Full Business Name & Signature Card
What information is needed in order to enroll in Zelle?
Phone number or email
You see an active ICM alert in FLASH. What are your next steps?
Transfer to number provided in Synergy Notes. (Income Credit Monitoring Dept.)
What's the definition of a Complaint?
Concern or grievance regarding a bank product, service or employee conduct
Why would a Zelle transfer's status read "Pending - Unverified"
The recipient has not registered to Zelle.
Client calls in about a fraudulent processing ACH transaction. What can you do/advise?
Place Stop Payment & Advise client calls back if transaction posts, to file fraud claim.
What system do we use to place a recourse?
What system can you access to view clients OLB? How do we get there?
On Behalf Of.
OLB Tab > Acct Services > OBO (On Behalf Of)
Why would a Zelle transfer's status read "Payment Expired" ?
The recipient did not enroll in Zelle within the 14 day period. Funds are returned to senders account.
There are Facebook transactions over the past several days that has an alert, and the client is verifying fraud. Each transaction in Flash has a matching one with the fraud score of 0. What is our next steps?
Tag transactions as fraud, verify address & disposition alert Confirmed Fraud - No Claim
Transfer to Detections - Zelle/Online Transfers/P2P
Client was scammed for $3,500. They sent $1,500 via Zelle and purchased $2,000 worth of Apple and Amazon Gift cards. What transactions would you include in Scam Tracker?
Both!
All funds paid by client must be included in Scam Tracker. We can only file Scam claims for Zelle transactions.
You file a fraud claim for an ACH transaction and there is no temporary credit offered. The client is dissatisfied stating they need to pay rent today. What do you do/advise next?
State the full process to the best of your ability.
Empathize with client and advise a request can be submitted on their behalf. Submit a complaint under Provisional Credit - New Hardship in CQC, using as much detail as possible. Copy Complaint ID and Claim ID and fill out MatterMost PopPad (including both complaint and claim ID in submission). Submit PopPad to Escalation Chat and advise client the claim will be decisioned OR credit will be issued within 1-3 business days,.