Working in Outbound vs Inbound Mode in SAS Fraud Management
The purpose of this post is to describe the difference between outbound and inbound mode when working alerts in SAS Fraud Management.
An alert is a work item created to identify potentially fraudulent activity. As a fraud analyst, your primary task is to service alerts by reviewing the activity in the alert. You determine whether it represents fraud, based on feedback from the customer, and resolve the alert accordingly. There are two modes in which you work alerts, outbound and inbound.
When you are assigned an alert by the system, you are working in outbound mode.
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You review the activity in an alert and reach out to the customer to assess the activity in the alert (for example, with a phone call). There are two methods for determining how an alert is assigned to you in outbound mode: priority servicing and direct servicing. With priority servicing, the system looks at all the alerts within the strategies that you have access to and chooses the alert with the highest priority and assigns it to you. With direct servicing, you are provided a list of strategies to select from. The system chooses the highest priority alert within that strategy and assigns it to you.
When you perform a search to find an alert, you are working in inbound mode.
When you receive a call from the customer, you can perform a search for an entity (like a customer, a merchant ID, or a card), for demographic information (like name, number, or address) or for a specific alert ID. If you find an alert for the customer, you can check it out. If you cannot find an alert for the customer, you can create a manual alert. When a customer calls and there is an existing alert, you can verify the customer’s information by using the Verification tab.
To learn more information about SAS Fraud Management, please visit https://support.sas.com/en/software/fraud-management-support.html.
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