Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view, download Adobe® Acrobat Reader.
Skip Navigation

The Fraud Center is an intelligent risk management system created by FICO Falcon that monitors, detects and prevents on-going payment of card fraud. The Fraud Center provides near real time monitoring and provides cardholders with several user friendly options to respond to suspected fraud activity.


HOW DOES IT WORK?

When a transaction is made, priority rules are triggered and the transaction is immediately assessed according to Consortium and Neural Network data. Based on a number of variables, the transaction is assigned a high, medium or low score. The Fraud Center contacts the cardholder through an efficient series of contact methods to confirm if the transaction is fraud or not. These contact methods include:

  • E-MAIL, 24 hours a day, 7 days a week and 365 days a year. This e-mail will have the Shamrock Bank N.A. logo.
  • TEXT MESSAGES from 7am-9pm. All text notifications will be sent from 32874.
  • Auto-dialer PHONE CALLS from 8am-9pm. All phone contact will be from (800) 417-4592.
  • If suspected fraud occurs while you are traveling abroad, you may contact the Fraud Center by calling (206) 352-3516 (this is a toll free number if the cardholder involves the operator and makes it a collect call).


WHAT DO YOU, AS A CARDHOLDER, NEED TO DO?

  • Make sure your financial institution has your current contact information on file so the Fraud Center can reach you.
  • Program the above numbers into your phone so that you recognize the phone call/text when received
  • If you receive a notification from the Fraud Center, please follow your text or voice prompts to confirm/deny the questioned activity.
  • If you are a frequent traveler or if plan to be traveling temporarily, inform your branch representative so the bank may make a notation on your account. This information helps the fraud analyst assess transactions made outside your normal purchasing area.
  • If you have any questions or concerns about this new service, please contact your branch representative for more information.


HOW DO YOU, AS A CARDHOLDER, SIGN UP FOR THIS SERVICE?

If you are a Shamrock Bank cardholder you will be automatically enrolled. Shamrock Bank provides this service free to our customers to help detect and fight fraud.


WHAT STEPS ARE TAKEN WHEN THE FRAUD CENTER ATTEMPTS TO CONTACT YOU, AS THE CARDHOLDER, IF THERE IS SUSPECTED FRAUD?

When fraud is suspected and it is necessary for the Fraud Center to contact the cardholder, contact information currently on file with Shamrock Bank will be used for each type of contact made. The system can determine if a number is capable of receiving SMS messages. If no number is listed for one contact method the system moves on to the next contact method. For all numbers contacted, a message is left if no response is received. Between each method of contact, the system checks to determine if the case has been updated.

HIGH RISK RULES, HIGH SCORE

If a transaction triggers high priority rules or a high score the card is blocked immediately and an email is sent to the cardholder and Shamrock Bank. Attempts to contact the cardholder continue as outlined below until a response is received or all methods of contact have been attempted.

  • 1 minute later – an SMS message is sent to the mobile device number
  • 5 minutes later – an SMS sent to the home number
  • 5 minutes later – an SMS sent to the work number
  • 5 minutes later – a CALL (1st round) is made to the home number (a message is left if no response)
  • 5 minutes later – a CALL is made to the mobile device number (a message is left if no response)
  • 5 minutes later – a CALL is made to the work number (a message is left if no response)
  • 180 minutes later – a CALL (2nd round) is made to the mobile device number (a message is left if no response)
  • 5 minutes later – a CALL is made to the home number (a message is left if no response)
  • 5 minutes later – a CALL is made to the work number (a message is left if no response)
  • The system is updated and an email is sent to Shamrock Bank.
  • If no response is recieved after all attempts of contact are made, the card remains blocked and the case is open for 30 days.

MEDIUM RISK RULES, MEDIUM SCORE

If a transaction triggers medium priority rules or a medium score an email is sent to the cardholder and Shamrock Bank. Attempts to contact the cardholder continue as outlined below until a response is received or all methods of contact have been attempted.

  • 1 minute later – an SMS message is sent to the mobile device number
  • 5 minutes later – an SMS sent to the home number
  • 5 minutes later – an SMS sent to the work number
  • 5 minutes later – a CALL (1st round) is made to the home number (a message is left if no response)
  • 5 minutes later – a CALL is made to the mobile number (a message is left if no response)
  • 5 minutes later – a CALL is made to the work number (a message is left if no response)
  • If no response is received after the first round of calls, the card is blocked.
  • 180 minutes later – a CALL (2nd round) is made to the mobile number (a message is left if no response)
  • 5 minutes later – a CALL is made to the home number (a message is left if no response)
  • 5 minutes later – a CALL is made to the work number (a message is left if no response)
  • The system is updated and an email is sent to Shamrock Bank.
  • The card remains blocked and the case is open for 30 days.

LOW RISK RULES, LOW SCORE

If a transaction triggers low priority rules, a low score or if there are vacation/frequent travel notes on the cardholder's account, it will be handled a little different than the medium or high risk transactions. A low risk/low score transaction is reviewed by a fraud system analyst. The fraud analyst either assigns the transaction a high score which prompts the high risk rules or notes are added to the case to identify that no fraud is suspected and the case is closed.