Sharp Brains 3

What do we mean by Credit Reversed: Customer Responsible status in a Fraud Claim?

• We have requested additional information from the merchant on the transaction and are pending their response. We cannot withdraw the claim or reapply the transaction until the merchant responds to the request for additional information.

• The transaction is in an active investigation status. We may decision the case as Customer Responsible and reapply the transaction to the customer's account.

• The transaction has already been reapplied to the customer's account and the case is considered closed.

• The transaction is in an active investigation status. We may decision the case as Customer Responsible and reapply the transaction to the customer's account.

You are working on a Linker case, documents have been submitted and received when you checked the IVDR case it's still within the timeframe. What's your next step?

• Contact the case owner and ask the customer to call us back after 24-48 hours.

• Transfer the call to FAMISE

• Advise the customer that a specialist should contact them within 7-10 business days from the time we received the documents.

• Try to contact the case owner first if no response, contact UM/GURU to fill out the gform then advise the customer that someone will reach out to them within 1-2 business days

You're clearing an RFC case with an AU on the AU's account and OTP cannot be completed. Empath prompted to complete Govid. We can use AU's DL in attempting to complete the verification.

• True

• False

You are trying to resolve a Payment Fraud Concern in Empath. Customer confirmed that they recognized the payment and the checking account belongs to a 3rd party and the owner is not available at the moment. What do we advise the customer?

• "We appreciate you being on top of the account. At this time we are unable to resolve the concern please call us back. "

• "That's perfectly understandable. You can send us a copy the bank statement issued within the last 60 days and someone will review the document and reach out to you within 7-10 business days from the time it was received."

• " We appreciate you being on top of your account. We need to speak with the account owner or authorized signer to confirm that they gave permission for their bank account to be used for a payment. Please call back with the third party so we can contact their bank to verify ownership of the account.

• " Thank you for being always on top of your account. Right now, your account will remain restricted. "

Customer called yesterday to report a fraud transaction. When they called the merchant they found out that they have business with them and confirmed that the transaction is valid. Upon checking the fraud case in Empath, the status is Requesting Merchant Information. What's your next step?

• Work the case and rebill the transaction since it was valid.

• Advise the customer that at this time, we have submitted a request for additional information from the merchant and are pending their response to your claim. Note the account.

• Call FR Rebill in Onecomm to update the Fraud report

• Contact FAMISE since we cannot work the case yet.

Customer called in to request a replacement card without changing the card number. Customer mentioned that the card is just worn out. What's the next step?

• Click Empath > Card and User Control > Replace LSRP Card

• Reach out to CRT

• Click Empath > Card and User Control > Replace Damage Card

We can use cellphone bill as a valid POR.

• TRUE

• FALSE

Customer called in to follow up on the docs that they've sent out when you check the IVDR case the ID that we received does not show the four corners of the ID. Is it valid for review?

• YES

• NO

Customer called about the docs review status on their Platinum account. There is a linker case open, as per DVT notes DL and SSC was already verified. Next step is to verify POR and call the bank. Can we verify POR?

• TRUE

• FALSE