FRAUD A customer calls in and claims fraud what do you do? a) let them figure it out b) contact the credit reporting agencies C) FOLLOW THE IDENTITY THEFT GUIDELINES klrejcek published on January 23, 2013 Stacked 1/10 Which mode of communication is NOT a way to inform the customer of what we need? Verbally Mail Mentally Email 2/10 Who do you give the information the customer sends in to? Hint: 1 choice Lisa Keep for yourself Katie Mark 3/10 Should I empathize with the customer? No Yes 4/10 On the Identity Theft Victim's Complaint Affidavit is there a place that details what is needed in order to substantiate their claim? Hint: 1 choice NO I don't know I haven't looked at the Affidavit.... Yes 5/10 On the Identity Theft Victim's Complaint Affidavit is there a place to detail the different types of fraud committed? Hint: 1 choice No Yes I don't know I haven't looked at the Affidavit.... 6/10 Which of these is NOT a valid proof of residency? Hint: 1 choice Utility Bill Insurance Bill Magazine Subscription Lease/Rental Agreement Bank Statement 7/10 What should you inform the customer of? Hint: 1 choice You should seek help from the credit bureaus in order to substantiate your claim of fraud. We will investigate your claim and in the mean time will place your account on hold. We will notate your account accordingly and we will need the following in order to substantiate your claim for fraud: We will need you to provide documentation in order to substantiate your claim for fraud. 8/10 Does the Police report have to have Texas Power listed in the summary? Hint: 1 choice No Yes I'm not sure I wasn't listening.... 9/10 Which of these is NOT something we need in order to substantiate their claim to fraud? Hint: 1 choice Proof of Residency Copy of Social Security Card (blank out all but last four numbers) Birth Certificate Copy of Drivers license Police Report with Texas Power listed in summary Identity Theft Victim's Complaint Affidavit 10/10 Which dates are NOT important for the Proof of residency? Hint: 1 choice End Date Date of Referral Start Date
