Specialist Workspace · Devon Ruiz · Fraud Specialist II
Case CS-48291 · $420.00 unauthorized charge
You are the decision maker on this case. The agents have investigated and drafted — nothing executes until you approve it.
Marcus Whitfield
Preferred · 6 yrs · Charlotte, NC
(•••) •••-4402 m.whitfield@northmail.com
Disputed
$420.00
LUMEN*PAYMENTS · 07/24 · 02:14 AM ET
Account
•••• 4402
Everyday Checking · $3,182.44
Verification
Passed
Voiceprint 0.94 + OTP
Risk
Low · 18
No disputes in 24 months
SLA remaining
3h 41m
Queue Fraud Specialist L2
Recommended action · Resolution & Escalation Agent
Plan confidence
90%
Drafted plan restores the customer today and closes the compromise vector. Three of four actions sit above the automation boundary and require your explicit approval.
Open Reg E dispute for $420.00low risk
Case D-55190 · network filing drafted
Post provisional credit $420.00low risk
Value threshold $500 · within specialist authority
Block card •••• 4402 and reissue expeditedmedium risk
FedEx 2-day · unknown device fingerprint
Enroll enhanced CNP alerts for 90 dayslow risk
Automatable · no approval required
Transaction record T-88221
$420.00 · LUMEN*PAYMENTS · MCC 5967 · card-not-present · 07/24 02:14 ET
Account & Transaction Agent
Device & IP telemetry
Fingerprint absent · origin IP 185.220.101.44 (Frankfurt, DE) · geo-mismatch vs Charlotte, NC
Account & Transaction Agent
72-hour related activity scan
No secondary suspicious authorizations. Payroll deposit and recurring autopay consistent.
Account & Transaction Agent
Merchant history lookup
No prior LUMEN*PAYMENTS activity in 24 months across any customer product.
Account & Transaction Agent
Identity assertion
Voiceprint match 0.94 + OTP to enrolled device. Session risk low.
Triage Agent
Customer chat transcript
10:38–10:43 ET · 11 turns · full raw log retained in audit trail
System
Internal notes · not customer visible
Attached to audit trail on save
Customer response · AI draft
EditableYou hold the decision
4 of 4 proposed actions approved. Funds movement, card controls and dispute filing all execute under your specialist authority — agents cannot commit them.
Authority levelFraud Specialist II
Approval ceiling$500.00
Requires L3No
Request follow-up from an agent
Describe what you need investigated…
Handoff context received
Authenticated identity assertion
Triage Agent
Transaction enrichment (T-88221)
Account Agent
Related activity scan (72h)
Account Agent
Policy citations (Reg E, PB-D-014, PB-C-007)
Knowledge Agent
Draft dispute filing (D-55190)
Resolution Agent
Customer chat transcript (10:38–10:43)
System
Picked up 10:47:20 · 4m 52s after escalation
Escalate further