With the Manage Lost or Stolen Card Microjourney™, customers can report and replace a missing card. Financial institutions require their customers to talk to an agent because they want to review transactions and start a fraud investigation at the point of contact. This Microjourney makes it easy and convenient for customers to self-service end-to-end.
The customer is guided through blocking the card at risk, selecting which transactions are suspicious to them, and asking qualifying questions. Customers can choose to send the replacement card to any of their addresses on file, or to a one-time address, which requires extra authentication. Multiple delivery options are also available. Enabling customers to self-service this Microjourney increases customer satisfaction and reduces financial institutions' costs.
The following figures show the customer self-service process for managing a lost or stolen card. Customers can also manage missing cards with assistance from a CSR in the Interaction Portal.