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. To resolve cases, a fraud agent can also gather documents until the closure of the case. The case can also be sent for approval to a fraud manager.