Client Contact - Transaction Disputes

Clients may contact our offices through a variety of communication channels. Depending on how the client initiated contact, do the following:

Banking Line Message Center/Mail

If the client inquires about a transaction ("what is it"), then explain to the client the nature of the transaction. You are done.
If the client clearly states that the a transaction is unauthorized, then place the card into a hot status and continue.
Ask the client if the dispute has been reported to another bank associate (Retail Banking or Client Service Center).
Yes -- see Responding to Clients with Previously Reported Disputes.
No -- continue.
Review the account history to verify the disputed items paid.
For applicable transaction codes, see the Transaction Code chart.
If a dispute contains hard-posted items as well as memo posted item(s), enter the memo posted item(s) on the error resolution.
If all disputed items are in memo post, enter the oldest memo post items manually when creating the error resolution and enter the remainder on the error resolution itself. See the Error Resolution Job Aid.
Create a centrix dispute.
Ask the client all related questions on the applicable error resolution and briefly discuss the nature of the transaction.
If the client's answers do not make sense or are not consistent, then obtain a signed error resolution and request the client to report to local law enforcement and provide a copy of the fraud report.

On disputes where the client clearly states the transaction item is unauthorized and more than $15.00 do the following:

In Passport, place the the client debit card in a Hot status.
In Passport, place a card alert for other bankers to see before reactivating the card.
Open a Centrix Error Resolution dispute.
Attach Bank Online Message support to the dispute.
Add notes to the dispute stating Bank Online Message dispute.
Respond to the client with form concerning additional questions about the disputed transactions.
If the client responds, attach his or her response to the dispute and notify TR&FP.

The Transactional Risk and Fraud Protection (TR&FP) department does the following:

Reviews the transaction and dispute form
Verifies the card has been placed into a Hot status
Verifies card alert has been placed
If neither you nor the client sends additional information within 2 business days, TR&FP keeps the card in a hot status and notifies the Client Service Center to order a new card.