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Falcon Fraud Manager provides world-class capabilities to prevent, detect, and resolve financial fraud across any payment method, including debit and credit cards. The Falcon Fraud Manager program for Debit and Credit brings a more holistic approach to fraud protection by better understanding customers' financial behavior.
Will the Falcon Fraud Manager know the difference between credit or debit cards?
Yes, it does and the audio, email, and text message state debit or credit.
Will there be a waiting period between pressing to confirm fraud and when I am connected with a fraud analyst?
No. Once you have confirmed fraud via email, text, or voice, the Falcon Fraud Manager will automatically call you and connect you to a fraud analyst. If it is a voice call, the cardholder will be immediately connected to a fraud analyst upon confirmation of fraud, during the hours of 8am-9pm. If you confirm fraud after hours you will not be called until 8am.
What time frame is involved in the call window? Does it consider various time zones?
The time zones are based on each cardholder address on file. Text is 7am – 9pm, voice is 8am – 9pm, and email is 24x7.
After sending an email and text to me, how long will the system wait before sending a voice call?
What if there are multiple transactions listed in the email and some are fraud and some are legitimate? How do I separate the transactions?
You need to select the appropriate link to confirm fraud and you will be contacted by Falcon Fraud Manager, which will connect you to a fraud analyst to go through the transactions and confirm which are fraudulent.
If I accidentally click the link in the email confirming not fraud, but meant to confirm it was fraud, am I able to go back to the email and click the correct link?
No, once you confirm not fraud it closes the case. You will need to contact Card Services to block the card and complete the appropriate forms.
When the voice message is left, if I have multiple phone numbers will there be a message left on each phone?
Yes, for all the phone numbers we have on file.
What happens if the cell phone autocorrects or changes a reply?
It will be considered an invalid response and the Falcon Fraud Manager will continue with the contact strategy. You will get the HELP message text back stating to please call 800-417-4592 for additional assistance.
If I reply “STOP” to opt out, can I opt back in?
Yes. You will get a voice call from the Falcon Fraud Manager that will give you the option to opt back in for text messages as long as you confirmed No Fraud.
What happens if I don’t respond to the text message for several hours?
The case remains open for 30 days, so you have 30 days to respond to text messages.
Can I add a “do not disturb window” as can be done with smsGuardian?
No, you can only opt out, or back in. Text messages are sent from 7am – 9pm your local time.
Is there a confirmation sent to me when I text “STOP” to cancel the text alerts?
Yes, you will get a text that says: Free Msg from Fraud Center: Per your request you will no longer receive Fraud text alerts from this service.
Do I need to opt in to Falcon Fraud Manager SMS Text through smsGuardian or is the service provided?
No. It is automatic with Falcon Fraud Center and no opt in is required.
If I am currently enrolled in smsGuardian, how will the auto text messaging service work?
smsGuardian and Fraud Center text alerts are two separate products. smsGuardian works exactly the same way as it does today. Think of the Fraud Center text alert as a new contact method for Card Services Fraud Analysts to reach our members.
Will all cardholders be opted in for text messaging regardless of current smsGuardian enrollment?
All cardholders will be automatically enrolled in Fraud Center (free) text messages. For smsGuardian, it will remain an “opt in” process.
What is the advantage to keeping the smsGuardian system if I now have Falcon available with text messaging?
smsGuardian is a proactive way for members to verify transactions. With smsGuardian Sky FCU sends a text message on certain card transactions so the member can verify them. It is an additional layer of fraud protection for Sky FCU and our cardholders.
*Annual Percentage Rate