FRAUD CASE

Mandatory Points for Personal Data Update

  

1. At first, agents have to do the validation over the call on which they have to confirm (2 Details from customer's profile and 2 details from customer transactions on which he may also confirm the available balance and last salary credit)

2. Agents have to confirm the transaction details from the customer on which the fraud is done, Transaction Date Time, Amount of the transaction, Merchant Name (Possession of card at the time of transaction) & (Card is with the customer or not??).

3.  Agent to Search on Freshdesk (Ticket Portal) from the customer's account number if there is the ticket for the (Fraud is there or not??)

4. If the ticket is not there, Agent needs to generate a ticket on (Group) Risk and compliance, (Status) Open, (Associate Name) Naveen Pandey, (Ticket Category) Suspected Fraud Case, (Tag) Fraudulent Case.

5. Also, he has to fill the Fraud Sheet (Google fraud form) by confirming the mentioned details with the customer accordingly.

6. They also have sent the revert the mentioned e-mail to the customer:

: Template:

Hi Customer,

We have noted your complaint regarding the fraud for the transaction INR xxxx/- which was done on xx/xx/20xx at (merchant name)

We request you to please allow us some time so that we can complete the investigation on your case and will get back to you with resolution shortly.

We regret the inconvenience caused.

Regards,

Agent Name

Team NiYO

Note: Agent needs to mention their name in notes as well as in ticket description.