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

  1. Navigate to All > Financial Services Operations > Workspace.
  2. Select the lists icon (lists icon.).
  3. 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.
  4. 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.
  5. Select the Playbook tab.
    The case playbook guides fulfillers through the steps that are involved in resolving a case.
  6. 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.
  7. Close the task from the task form.
    ActivityAction
    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.