L/S Refresher

Froggy Jumps

Jugadas 8

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Quick refresher for L/S calls.

Creada por

Tammi

Estados Unidos

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Froggy Jumps L/S RefresherVersión en línea Quick refresher for L/S calls. por Tammi 1 If CH remembers where they left the card when verifying last transaction and doesn't want to block the card, do I have to proceed with blocking the card? a Yes, once we know it's out of their possession, we must block it to avoid possible loss. b No, if they can confirm the last location, we can leave the card unblocked. c It's up to the cardholder how they want to proceed. 2 If CH calls to report fraud, but I don't see the transactions listed in Quick Assist do I still need to block and notate? a No, If we can't see the activity there is nothing to report. b Yes, block the card. Select Yes for Possible Fraud& note the activity the cardholder provides. c Block the card, but don't notate anything since we can't see it. 3 If cardholder says the card has been stolen, I need to block the card and use loss type "stolen" for the report. a No, we would want to choose counterfeit. b Yes, if stolen select card stolen from the dropdown. c No, if out of cardholder's possession we would select "lost". 4 CH confirms last transaction as valid but feels the card is compromised and requests us to block it. Do we select Yes to possible fraud since it could be compromised? a No, if no fraud has been confirmed then we would select No for possible fraud activity within report b Yes, if they feel it's compromised we will select Yes to possible fraud. c No, we would not block the card just refer to FI for assistance. 5 If there is an active fraud case but cardholder says it's not fraud, but they lost their card. Do I need to work the case or just block the card in Quick Assist. a You can just block the card in Quick Assist since it's lost. b Yes work the case. Fraud cases should be worked first, then switch back to QA to block the card. c Block the card in Quick Assist but notate no fraud in memo.

Froggy Jumps

L/S RefresherVersión en línea

Quick refresher for L/S calls.

por Tammi

If CH remembers where they left the card when verifying last transaction and doesn't want to block the card, do I have to proceed with blocking the card?

Yes, once we know it's out of their possession, we must block it to avoid possible loss.

No, if they can confirm the last location, we can leave the card unblocked.

It's up to the cardholder how they want to proceed.

If CH calls to report fraud, but I don't see the transactions listed in Quick Assist do I still need to block and notate?

No, If we can't see the activity there is nothing to report.

Yes, block the card. Select Yes for Possible Fraud& note the activity the cardholder provides.

Block the card, but don't notate anything since we can't see it.

If cardholder says the card has been stolen, I need to block the card and use loss type "stolen" for the report.

No, we would want to choose counterfeit.

Yes, if stolen select card stolen from the dropdown.

No, if out of cardholder's possession we would select "lost".

CH confirms last transaction as valid but feels the card is compromised and requests us to block it. Do we select Yes to possible fraud since it could be compromised?

No, if no fraud has been confirmed then we would select No for possible fraud activity within report

Yes, if they feel it's compromised we will select Yes to possible fraud.

No, we would not block the card just refer to FI for assistance.

If there is an active fraud case but cardholder says it's not fraud, but they lost their card. Do I need to work the case or just block the card in Quick Assist.

You can just block the card in Quick Assist since it's lost.

Yes work the case. Fraud cases should be worked first, then switch back to QA to block the card.

Block the card in Quick Assist but notate no fraud in memo.

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L/S Refresher

Froggy Jumps

Sobre esta actividad

Creada por

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Froggy Jumps

L/S RefresherVersión en línea

por Tammi

If CH remembers where they left the card when verifying last transaction and doesn't want to block the card, do I have to proceed with blocking the card?

If CH calls to report fraud, but I don't see the transactions listed in Quick Assist do I still need to block and notate?

If cardholder says the card has been stolen, I need to block the card and use loss type "stolen" for the report.

CH confirms last transaction as valid but feels the card is compromised and requests us to block it. Do we select Yes to possible fraud since it could be compromised?

If there is an active fraud case but cardholder says it's not fraud, but they lost their card. Do I need to work the case or just block the card in Quick Assist.

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