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The Review Process
The RiskSentinel
has three responses to a transaction Yes, No and Maybe.
Maybe is the review process. This reaction is used for transactions/accounts
that fall into the grey area of either fraud or possible VIP.
The profile of a budding VIP is very similar to the profile of a fraudster
- further investigations need to be carried out in order to ascertain
which is correct.
As part of the system design a number of training courses have been
developed, specifically to train Risk Investigators to evaluate 'risk'
situations and individuals.
The courses include Fraud Awareness, Internet Research and Investigation
and a course geared towards assessing deceptive behaviour on the phone.
The customer-focused approach to managing conversations will enable
trained staff to deal not only with conversations that are needed
to differentiate between a budding VIP and a fraudster but also to
manage conversations with consumers who wish to deny their actions.
This training enables The RiskSentinel to claim a means for dealing
with the 'crime' of denial.