Challenge questions
What is the maximum questionOriginal loan amount: $59,500. Client says "around $50,000."
What is outside the allowable variance?
The client stated "a principios de agosto" when asked their last Online Banking login date. the login date was 08/11
What is invalid Authentication response
A client with a Red Authentication Color may complete HRA using an alternate phone number.
What is False?
A client enters the IVR unauthenticated. You obtain:
What is Ask Another Challenge Question
Explanation: One valid challenge question was answered correctly, but the User ID was incorrect. Authentication has not been completed.
Asking for a recent direct deposit amount when the transaction was actually made in a branch
What is invalid authentication?
This type of transaction would NOT be considered valid when verifying the challenge question, When asking What is the dollar amount of a recent direct deposit or recurring draft?
What is a check Deposit, Zelle Transfer, Branch Deposits
A client is traveling internationally and temporarily does not have access to their U.S. phone.
What is the Challenge Question exception does NOT apply?
Note: The exception is intended for International Phone Numbers or NRA clients, not clients who are simply traveling.
You provide the "unable to authenticate" scripting because the client cannot answer a challenge question.
After hearing the script, the client says:
"Wait, I found my statement and now I have the answer."
The client may continue authentication.
Explanation: If the client was unable to answer because they did not have the information available and then locates it while still on the call, authentication may continue.
A client provides only the CVV for a credit card authentication question.
What is authentication not completed because the expiration date is also required?
These are the two situations where a client may provide the last five digits of a closed or blocked card as a valid challenge question.
What are: (1) when the client has no open accounts, or (2) when the client is specifically calling to have a closed or blocked card reopened.
A Power of Attorney calls regarding a client's account. The Authentication Color is Red. The caller has already met Third-Party Verification requirements.
What is proceed using the Third-Party process rather than High-Risk Authentication?
A client answers a challenge question before you ask it.
What is determine whether another valid challenge question is available, and if not, review the account for any red flags before proceeding?
Explanation:
Clients cannot dictate which challenge questions are used. If another valid challenge question is available, use that question instead. If no additional challenge questions are available, review the client's profile for any potential red flags or suspicious activity before considering whether the proactively provided information may be accepted.