Collect all required information and documents from the customer and submit the fraud
request to the back-office agents so that you can begin the fulfillment process.
Before you begin
Role required: sn_bom_fraud.agent
Procedure
-
Navigate to .
-
Select the lists icon (
).
-
On the Lists tab, under Fraud
cases, select All
-
Select New.
-
From the Create case dialog that appears, select a fraud type and select
Create.
A new fraud case is created.
-
Fill in any necessary information that is related to the case.
Note: Each fraud case form has a different set of fields that are based on the
selected fraud type.
-
Select Save.
- Optional:
Navigate to , to collect customer documents, if any.
For a card fraud by alert, you have tasks to review the alerts and take
required actions.
-
Select Submit.
Result
- A fraud case is created in the New state and the workflow is triggered.
- The case is assigned to an assignment group that is based on the defined
assignment rules.