CCM Part 1

When would you create a CCM case? Click all that apply:

• You have verified suspicious activity as fraudulent with the customer.

• You have not been able to contact the customer but you suspect fraud.

• You called and customer confirmed authorized

What are some ways you can access CCM? Click all that apply:

• Through prevent in customer's account by clicking new case

• Via prevent home page-user resources > internal/external> CCM

• OFD Homepage > useful links > CCM

• Via CIV

What is the quick code used in the case tab to bring up the support type/category/problem?

• F02

• F01

• F00

What does the quick code F00 pre-fill in the case tab?

• Research/Fraud/NA

• Fraud/Research/ NA

• Fraud/Research/Transactions

True/False: Always click "No" for Contact Requested on the details tab.

• True

• False

True/False: On the details tab when entering the transaction amount; include transaction fees.

• True

• False

For a Bill Pay what should be written in the transaction description?

• To other customer

• To [payee nickname]

• To related account

For a Zelle Debit; what should be written in the transaction description?

• To other customer

• From other customer

• To [payee nickname]

When would you build a related case?

• When a customer confirms fraud

• When a suspicious transaction occurs between a Wells Fargo customer and other bank institution

• When suspicious transactions occur between Wells Fargo customers, you must create a CCM case for the debit customer and the credit customer.

For a related case; the drop downs under relationship should be Common / Equal / Equal

• True

• False