Using Intelligent Servicing for Fraud
Learn how fraud agents and managers use the Intelligent Servicing for Fraud application to initiate, investigate, and resolve fraud cases.
General workflow for a fraud case
Branch workers and fraud agents use personalized Workspace to work on all
aspects of their fraud cases. Workspace enables agents to do the following
tasks:
- Monitor their workload and performance
- Focus on high-priority items
- Navigate across tasks
When a fraud case is reported by a customer or an external fraud detection system, a fraud agent initiates a case and updates the transaction details. This process, which triggers a workflow for the transaction, is done with a case playbook. Throughout the workflow, a fraud agent processes alerts, investigates the case, and updates the statuses of the tasks that are associated with the case update. Depending on the task updates, a workflow might have additional or fewer tasks.
How a fraud case is initiated
A fraud case can be initiated as follows:
- A fraud alert case is flagged by an external fraud detection system.
- A fraud case is reported by a customer or from an external source such as a law enforcement agency or a regulator.
Assignment and resolution of fraud cases
- Fraud agents and managers can use a fraud case to track the lifecycle of a fraud alert and the tasks for the request.
- The Intelligent Servicing for Fraud application includes two sample service
definitions that have predefined values that fraud agent and manager can use. The fraud type
service definitions are the following:
- Card fraud by alert: A fraud agent can update the status of the transactions that are suspected as fraud by interacting with the customers​.
- Card fraud: A fraud agent can investigate a fraudulent case that is reported by a customer or from external sources such as from a law enforcement agency or regulators.