WorksheetsCCM Part 1
Total questions: 12
Worksheet time: 8mins
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
What notes may be listed on the notes tab in your ccm case? Click all that apply:
Template Note
Secured the Customer
OAT Note
Outbound Contact
Actimize Alert #
How do you feel about CCM so far?
Feeling Lost
Understanding some but not all
Understanding it so far
