Submit a fraud case request

Collect all required information and documents from the customer and submit the fraud case request to the back-office agents so that you can begin the fulfillment process.

Before you begin

Role required: sn_bom_fraud.agent

Procedure

1. Navigate to All > Financial Services Operations > Workspace.

2. Select the lists icon (

1. On the Lists tab, under Fraud cases, select All

2. Select New.

3. From the Create case dialog that appears, select a fraud type and select Create.

   A new fraud case is created.

4. 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.

5. Select Save.

6. Navigate to Configure > Related Lists > Document Verification Tasks, to collect customer documents, if any.

   For a card fraud by alert, you have tasks to review the alerts and take required actions.

7. 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.