Is it normal for a call center rep or lead to close customer accounts? I’d assume that the fraud department would be the ones making that decision and handling issues raised. Anyway, I’m glad you had the receipts to prove it wasn’t your fault.
Honestly, it’s not typical, but neither was the rest of this situation. In cases where it’s that clear there’s fraud on the account, leads absolutely have the authority to either close or approve the closure of the account. I can’t speak for all banks, but as far as I know, all leads at our centers have worked on the fraud teams, so they’re very well versed in these matters.
Is it normal for a call center rep or lead to close customer accounts? I’d assume that the fraud department would be the ones making that decision and handling issues raised. Anyway, I’m glad you had the receipts to prove it wasn’t your fault.
Honestly, it’s not typical, but neither was the rest of this situation. In cases where it’s that clear there’s fraud on the account, leads absolutely have the authority to either close or approve the closure of the account. I can’t speak for all banks, but as far as I know, all leads at our centers have worked on the fraud teams, so they’re very well versed in these matters.