Notes

FRAUD SCRIPT

Opening: Hi! Thank you for calling Source Bank. This is Lyka.
May I know your first and last name, please?

Call and fee disclosure: Thank you, NAME! A friendly reminder, this call is being recorded and standard charges may be incurred.

Assistance: How may I assist you today, Name?

(AER) : I appreciate your prompt contact, even though I was not aware of the transaction in your account. Don't worry, I will take care of it, and I will do my best to assist you with your concern.

Authentication: May I have the phone number associated with this account?
You will receive a one-time passcode via this number.
Please provide me the passcode once it's sent, and this is 6-digit number.

Probing Questions:
a. When was the last time you used your card?
b. What was the last transaction that you've made?
c. Is your card with you right now?
d. Have you contacted the merchandise itself?

" If the customer all the probing question, here is the next step"

Diagnosis/Resolution : Here is what I am going to do: I will block your card, and there will be no transactions added to your account, and we can replace a new card for you. Next, I will file a ticket to investigate this unauthorized transaction that has been added to your account. I can also send to your email that ticket that I made, so you will have a copy as we investigate the unauthorized transaction. Once the investigation team has the result, we will notify you via email as soon as possible. We can also send to your email that ticket that I made, so you will have a copy as we investigate the unauthorized transaction.

Can you verify to me your email address?

To set a proper expectation, this will take time, but we can guarantee that we will resolve this issue as soon as we can. Just in case you have not received any email updates on the investigation, you can reach me back, and I will be the one to follow up on the investigation.

[Optional] We do have the option that the card can be picked up at the nearest branch or we can deliver the card replacement to your mailing address, and this will take 7–10 business days.

(If customer wants to deliver to their mailing address) Sure, we can send the replacement card to your mailing address, but can you verify to me your mailing address?

Perfect! Thank you! You will have a new 16-digit card number and all subscription that you have on your lost card will automatically be transferred to the new one. If you received your new card, you could call us back so we can activate your card.

Further Assistance: I know that I am unable to resolve your issue today. But I want to know if I answered all of your questions?

[YES] May I know if you any further assistance that I can assist you with?

Recap & Survey: Just a quick recap: I blocked your card so no transaction would be added and also sent you a replacement card. I created a ticket for the investigation on the unauthorized transaction, and I also sent it to your email as well, so you will copy it. Please know that after this call there will be a survey. I value your feedback and would like to hear about your experience. Your responses will help us improve our services.

Closing: Again, this is Lyka, and thank you for choosing Source Bank. Have a fantastic day ahead!