Falcon is a fraud early detection system that actively monitors all LANB credit card accounts, including Home Equity Lines of Credit. It detects potentially fraudulent patterns that are inconsistent with your typical spending habits. Should this occur, our customers will receive a call from a Falcon representative to verify the transaction(s) in question. When a Falcon case is created the cardholder must be contacted to verify the account activity. The account information is moved to a call queue in the automatic dialer system. The system initiates a call to the cardholder's phone number on file. When contact is made the automated system begins the call as follows:
- Identifies that the call is from their Los Alamos National Bank Card Service Center
- Confirms if the recipient is the cardholder [Cardholder Name spoken]
- If the cardholder is unavailable, a message is played asking that the cardholder return the call, and provides the appropriate toll-free number.
- If the cardholder is available, the system verifies their identity by prompting entry of the last four digits of their social security number.
Once the cardholder's identity is confirmed, they are then prompted to confirm the reported transaction(s) as legitimate or suspect by using their telephone keypad to respond. An option to speak to a Falcon representative is also presented to the cardholder. If the cardholder indicates that they do not recognize the reported transaction(s) the call is routed to a Fraud representative for further action. If all transactions are acknowledged as legitimate the call is completed and no action is taken.
If the automatic dialer reaches an answer machine or voicemail, the following message(s) will be left for the cardholder:
"Hello. This message is for [cardholder name]. This is the service center for your Los Alamos National Bank [Visa/MasterCard] credit card account. We are calling to verify recent activity that has appeared on your account. Please give us a call at 1-XXX-XXX-XXXX. We are available 24 hours a day, seven days a week. Again, the telephone number is 1-XXX-XXX-XXXX. Thank you."
Return Call Process: The following process applies to all cardholders returning a call made by the automated system. When a cardholder returns a call left by the automatic dialer, the call is directed to the same Interactive Voice Response (IVR) system. The IVR will attempt to verify the caller using ANI, comparing the number called from to the home or business phone number of record. If the number matches the one on file, the transaction verification procedure as described above begins. If the number cannot be matched with ANI, the IVR will prompt the caller to enter the telephone number where they received our message, and will then proceed to the security validation script.
**If for any reason, the phone number still cannot be matched, the call is immediately transferred to a Falcon representative. If you have any questions or concerns, please contact us at email@example.com.
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