Understanding CITI Fraud and Identity Theft Training Policies
Explore the detailed training materials on CITI Fraud and Identity Theft, including definitions, procedures for handling fraud allegations, and product-specific requirements. Learn how to address fraud claims effectively while safeguarding confidentiality.
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CITI FRAUD/IDENTITY THEFT TRAINING December, 2014 Confidential and Proprietary
Citi Fraud v. Identity Theft Citi defines fraud as identity theft or unauthorized charges. Citi is legally required to investigate all fraud allegations made to it or its attorneys Confidential and Proprietary
Fraud Allegations A fraud allegation exists when the customer says This is not my account or I did not apply (identity theft) I did not make or authorize the charge or charges (unauthorized charges) For allegations of fraud, the vendor should do the following: Complete as much of the Citi Recovery Fraud Handling Form as possible. Once the customer has claimed fraud the Firm has 10 business days in which to forward documentation completed and obtained to Citi. Collection efforts must cease until investigation is completed. Forward any correspondence that has been received along with the Citi Recovery Fraud Handling Form to Citi at the address below using a nationally recognized courier to overnight the forms and documents. Citibank, N.A. ATTN: RFCC GROUP, 11500 NW Ambassador Dr. 4th Floor, Kansas City, MO 64153 Or fax the documentation to: (877) 825-1726 Attn: RFCC (Recovery Fraud Claim Coordinator) Citi will complete its investigation within 60 days. Note:The Firm is required to stay all legal proceedings until the fraud investigation decision is communicated. Confidential and Proprietary
Product Specific Requirements Citi Mortgage: Notify your Litigation processor of the claim and update VendorScape. Citi Financial: Email to CFSEscalations@citi.com or overnight the form and supporting documents to: Compliance Program Office Citi 6400 Las Colinas Blvd. Irving, TX 75039 Mail Stop CC3-92 Business Banking: Send the form through Secure Email to cbnautilitiesrecovery@citi.com . Student Loans: If a borrower / cosigner allege fraud/unauthorized use at any stage of the litigation process, Firms must send out a Citibank Student Loan Fraud Affidavit to the borrower or cosigner. Once the Fraud Affidavit has been completed and returned, the account will need to be reviewed by Student Loans - Collections to determine if fraud is actually involved before the Firm can proceed with litigation or return the account. The Fraud Affidavit must be sent via Secure E-mail to the Support Unit for investigation. During the investigation the Firm must return the account to Student Loans - Collections. Macy s: Send the form via fax to the Macy s Support Unit 800-417-2698 Confidential and Proprietary
