Use card fraud by alert to work on a fraud case that is created for processing alerts that are received from an external fraud detection system, ensure that any outstanding tasks are completed, and the cases are investigated
and resolved.
Before you begin
Role required: sn_bom_fraud.agent or
sn_bom_fraud.agent_connector
Procedure
-
Navigate to .
-
Select the lists icon (
).
-
In the Lists tab, under Fraud
cases, open the case list.
- For your assigned cases, select Assigned to
me.
- For all fraud cases, select All.
-
In the list, select which case you want to work on.
If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
-
Select the Playbook tab.
-
Use the activities and tasks under the following playbook stages to fulfill the
request and resolve the case:
-
Initiate- This stage enables you to enter fraud
information, verify fraud transactions, and submit the case.
-
Process alert - This stage enables you to
evaluate the fraud risk using the Decision Builder capabilities. Based on
the business rules configured in the Card fraud risk evaluation rules, the
card fraud is evaluated as Low risk or High risk.
-
Investigate- This stage enables you to
investigate the fraud case and request for manager approval to review the
fraud investigation.
Note: To resolve cases, agents can also request
documents until the closure of the case. The case can also be routed for
approval to a fraud manager.
-
Case disposition - This stage enables you to
capture case outcome, notify the customer, update fraud management system,
request write-off, and complete all the fulfilment fraud tasks.
Any tasks generated during playbook activities appear in the
Tasks tab of the case.
-
Close the task from the task form.
| Activity | Action |
|---|
| To update/complete fraud information |
In the case playbook, select Mark
complete. |
| To submit a fraud case |
In the case playbook, select Submit. |
| To close investigation tasks |
In the task form, select Close to close the
task. |