Identity Theft Claims

QFD supports Account Takeover (ATO) and fraudulent application claims. ATO claims can be created with or without disputed transactions. Fraudulent application claims do not identify any disputed transactions as part of claim intake. 

ATO with Disputed transactions 

1. Investigation
   Note: The Initial Investigation assignment will wait for the Statement of Dispute if it's required. Analysts can enter the Investigation node within the 10-day pend timeframe to work the Initial Investigation assignment by clicking on the Proceed without Documents button. 
   In the Initial Investigation assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   Initial Investigation
   
   
2. Disposition (Disposition Case)
   In the Disposition Case assignment, analysts will determine if recovery should be pursued. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Final Investigation assignment or make a liability decision immediately, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   Disposition Case
   
   
3. Recovery
   In the Execute Chargeback and Process Chargeback assignments, analysts will submit the chargeback in their firm's system of choice. Know that only one of the two will present: Execute Chargeback or Process Chargeback. If the analyst determines the chargeback should not be submitted, they can select Cancel Recovery from the Other Actions button, which will move the dispute back into the Disposition node with the Disposition Case assignment applied.

ATO with no Disputed Transactions 

1. Research Case
   Analysts will complete an investigation by following internal procedures to resolve the case. This may include using external systems to view the account details and to close the account. 
   Processing this assignment will close the case and send out the resolution communication to the accountholder. There is no pay or deny decision involved in this scenario.

Fraudulent Application 

Statement of Fraud Application is required on fraudulent application claims. 

1. Documentation
   The Review Documents assignment only generates when the Statement of Fraud Application is required and received. The claim will pend for 10 calendar days. If the Statement of Fraud Application is not received within 10 calendar days, this node will resolve and the Review Documents assignment will not generate. The dispute will move onto the Initial Investigation assignment where the analyst can submit a second request for the Statement of Fraud Application or proceed without documentation. 
   
   In this assignment, analysts will review the document to ensure it meets the Statement of Fraud Application requirement. 
   
   Review Documents
   
   

2. Research Case
   Analysts will complete an investigation by following internal procedures to resolve the case. This may include using external systems to view the account details and to close the account. 
   Processing this assignment requires the analyst to enter the claim amount and determine whether to pay or deny the claim.

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