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Words used: “Are you a real person?”, Open a new account, “I’m a member of the credit union”, Talk to Fraudster/ Impersonator, Given email instead of mailing address, Long call intro before you can verify, Explain Missing Salo Share $500, Asked to update address, NA/none security question answer, Remind member to use last 5 of ssn, Asked “Can you just stop it from going thru?”, “I have never had to answer so many questions!”, Member SPELLS information, Gives debit card number when asked for SSN/acct #, Member puts you on hold…, “I did that, and it is not working”, Keypad entry used to give you social, United States for County of Birth, Asked “How did they get my info?”, “I AM MISSING SOME MONEY!”, “I need to reset my pin”, “Should I go ahead and login?”, Asked to advance a SALO, Heard a toilet flush in the background, Help a member reset a password, Key a FAS referral, Asked if we see a pending deposit, Asked to dispute a cashapp transaction, Listen to VRS with Member, SECU Maryland Phone call, SECU New Mexico Phone Call, “Are you open on Saturday”, Explain passcode vs password, Asked to cancel an autopay for a merchant, Tell member card is locked in app, Review account activity with member, Help member enroll in online access, Repeat your call intro multiple times, Add SSE to debit card increase, Quote rates on a deposit account(s), “Can you add a couple of thousand” to my account?”, Call Fraud Prevention, Explain Charge Off limited services, “What branch are you at?”, Recommend self-service option on the website, “I GOT SCAMMED!”, Reset password in Gateway, Asked to explain an apple.com charge, Update a phone number, Key A Wire, Open A Money Market, Unavailable below 30% at the end of the month, Be on a call with a “backseat talker”, “Are you on app or full site?”, Explain we have to wait for a charge to post for dispute, “What is my Another Chance Alert for?”, “Where is my money from my dispute?”, Wait while member gets a pen, Repeat request for info, Asked to give a card number, Call Card Services, Call a Branch, Someone calls in for member with member there, Explain you must be speaking to card owner to replace card, “I need my money back!”, Explain ATM dispute process, Password reset call longer than 15 minutes, “I am going to call my branch. They will do it for me.”, Called a pet name by member, Enroll a Member in Voice Biometrics, Have a computer “gremlin”, Explain a charge has posted when “activity today” banner is gone, Hear TV/Music/Noise in background, Member is eating/drinking while talking

For grade level: Intervention

Created by: K. Smyrl

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