ACCOUNT TAKE OVER PROCESS

IMPORTANT REMINDERS:
● For ATO, 5 POINT VERIFICATION is a must.
●  If there are no unauthorized activity, no need to transfer call to Green dot.
● Always confirm email, phone number and address if its the same in the account to determine if the account is for potential ATO.
●  NO NEED to confirm SSN, DOB or name in the account since it requires documentation and verification on back end before changing.
● Confirm and check the most recent transactions if the customer authorized it or not.
● If the email or any info was changed and not recognized by the customer, notate it in Salesforce and include the correct customer's information in your notation. Mark the information that needs to be corrected and once the phone call ends, create a back office ticket and they will assist the customer in securing the account. Always confirm the best email address to reach the customer.
● REFUND CHECK will only be sent if there are UNAUTHORIZED transactions in the account.
● Standard ROF Check is UPTO 2 WEEKS including weekends. (Unanswered question if there is a fee for ROF check)
●  Cannot expedite  ROF Check. only up to 2 WEEKS standard.
● KMS ARTICLE for ROF Check is Account Closure Stockpile. Select Customer request refund and will show the correct info to fill for the refund request.
● If the account and routing number is compromised, the account NEEDS TO BE CLOSED and a new account would have to be created.
● If the customer reports unauthorized activity, LOCK the account of the customer AFTER 5 point verification. Here's how to lock the account:
      - Go to status update, Select LOCK, Account status reason is "Potential Account Takeover (Manual), in the notes section add potential ATO. Include it in the back office ticket that the account is locked.
● If the kid / minor calls to report unauthorized activity, we still need to contact the parent of the account to move forward to assist them regarding the ATO situation.
● We can schedule a callback with the parent if they are unavailable and include it in the back office ticket. NO need to ask the kid for the best callback number and just check the phone number of the customer in Salesforce.

• Indicators of Potential Account Takeover 

1. Customer is reporting changes to their account without authorization - email, phone, address, username or password 

2. Customer reporting an unauthorized ACH on their account. 

• Green Dot Gets Calls First Procedure- GD agent to:  

1. lock the following and  

2. Dispute transactions if needed  

3. Open RCR(s) if needed 

4. Transfer to SP to secure acct on their side?  

- Parent and child accounts if Potential ATO report on parent acct  

- Child account only if Potential ATO reported on child account