Use Card fraud to work on a fraud case that is created for reviewing alerts that are
flagged by customers or from external sources, 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
Important: For the agent connector role to work, it
must be combined with one of the CSM industry data model roles. For more information, see
Roles and Personas.
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 the case to work on.
To work on a case that is not assigned to you yet, assign it to yourself by
selecting Assign to me.
-
Select the Playbook tab.
The case playbook guides fulfillers through the steps that are involved in
resolving a case.
-
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.
-
Investigate- This stage enables you to
investigate the fraud case, determine the recovery funds option, collect
documents for verification, and request for manager approval to review the
fraud investigation.
-
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. |