Training Program created for Discover Financial for Human Resources Training Course

1. Manager Training for Fraud
Prevention
Presented by: Ashley Napier

2. Vision Statement
• D- Doing the Right Thing
• I- Innovation
• S- Simplicity
• C- Collaboration
• O- Openness
• V- Volunteerism
• E- Enthusiasm
• R- Respect

3. Objectives
• Fraud and the Organization
• Identifying Fraud
• Compensation
• Employee Engagement
• Metrics: Quality, Adherence, Audits
• Labor Unions
• Performance Review

5. Fraud and the Organization
• Federal Mandates
• Fines/Legal Recourse
• Money
• Loss Resource
• Time

6. How to Identify Fraud
• Unusual or suspicious
transactions
• Traveling/foreign
transactions
• Suspicious activity
• Suspicious caller

7. Employee Engagement
• Quarterly Meetings
• Employee Luncheon
• Orange Patrol
• ERGS
• Monthly Contests
• Discounts
• Community Involvement
• Potlucks

8. Compensation
• Wages (pay-grade)
• Health Insurance
• 401K
• Dental & Vision
• Legal aid, Pet insurance and Ride-Sharing

9. Metrics
• Quality
• Schedule Adherence
• Audits

10. Quality
• Professionalism
• Empathy
• Know me
• Hear me
• Help me
• Score 1-5

11. Schedule Adherence
• Target Rate- 95%
• Aux
• Hold
• Not logged in within schedule
• Breaks not on time

12. Audits
• Verify first and last name
• Verify customer or authorized user
• Verify security questions according to light
• If fail yellow ask two second level questions
• If fail red ask verid questions
• If fail all forward to lead line
• Must verify all transaction in red
• Must mark travel if indicated
• Ask correct fraud indicator questions

13. Labor Unions
• What if we had a labor unions?
-would have to create contracts and meet restrictions
-reason policy/procedures must be kept accurate
• Working with vendors
-must pay according to contracts
-must adhere to policy/procedure with contacts

14. Performance Review
• Annually
• Quality
• Schedule Adherence
• Audits
• Manager Review
-Monthly reviews

15. Review
• Fraud and the Organization
• Identifying Fraud
• Compensation provided
• Employee Engagement
• Metrics: Quality, Adherence, Audits
• Labor Unions
• Performance Review

16. Questions?

17. Reference Sheet
• http://hrcouncil.ca/hr-toolkit/learning-implementing.cfm
• https://www.unionplus.org
• http://www.moodle.cotc.edu/pluginfile.php/1776420/mod_resource/content/5/Learning%20
Theories%20and%20Program%20Design.pdf
• https://www.nlrb.gov/rights-we-protect/employerunion-rights-and-obligations
• http://hrcouncil.ca/hr-toolkit/developing-compensation-rewards-program.cfm
• https://www.slideshare.net/readysetpresent/customer-service-powerpoint-presentation-810211
• https://www.discover.com/company/our-company/