WorksheetsFraud/Lost/Stolen/Not Received
Total questions: 10
Worksheet time: 7mins
Ms. Dever is calling about a charge on the account that she does not recognize. When given the category of the charge, she continued to maintain that she doesn't remember making the charge. What process needs to be done on the account?
Billing Dispute
Security Closure
Account Closure
Existing Dispute
When securing an account that has fraud charges on the account, you can proactively expedite the delivery of their card.
True
False
This is the benefit that tells your customer that they are not liable for any fraud charges on the account.
(a)
What should you do before security closing the account when your customer reports a recurring charge as fraud? (Hint: There are multiple answers to this question.)
Deactivate ABU
Check the due date of the account
Check if the customer has already paid for the last statement
Activate ABU
Which department do you contact if your customer is reporting that they received notification that there is an application for a credit card under their name that they don't remember doing?
FEW Fraud App
FEW Primary
FEW Transaction Fraud
FEW Failed Verification
Your customer has the option to not change their card number if fraud was committed on their account. Instead, simply file a fraud dispute on the charge so it can be reported and investigated.
True
False
When your customer realizes that a charge is not fraud after the account is security closed, you need to go to the old account, open the lost/stolen flow, scroll down, and then click the button that says "__ _______". Then, simply write that the customer wants to withdraw the fraud tagging for the charge and that it is valid. (Number of spaces equal the number of letters"
(a)
What is the most important behavior to display during a Report Fraud/Lost/Stolen call? (Hint: number of spaces equal to number of letters - _____ __ _______)
(a)
Which pieces of information do you need to verify even before starting the lost/stolen process? (Hint: There are multiple answers to this question.)
Phone numbers
Email Address
Address
Balance
Which of the following is untrue? (Hint: There are multiple answers to this question.)
Once security closed, we will be sending the same card to the customer
We will be sending the card in a plain white envelope with no Citi markings.
All other aspects of the account will be moved over to the new account, including declined charges.
The customer is not liable for any proven fraud charges on the account.
