Tier 1
All verification answers must come directly from this person.
Who is the member?
This should be requested first when completing Tier 2 verification, if applicable.
What is the member's codeword?
Employees should respond with these two words after a member answers an RHQ.
What is "Thank you"?
Before sending a verification text, employees must obtain this.
What is the member's verbal permission/consent?
This level of verification must be completed first on outbound calls.
What is Tier 1 Verification?
If a member provides multiple emails or gives an incorrect email during Tier 1 verification, the next required step is this.
What is Tier 2 Verification?
These four methods can be used to complete Tier 2 verification.
What are Codeword, Verify (One-Time PIN Text), Voice Biometrics, and RHQ?
RHQs must be asked this way, with no clues or explanations provided.
What is verbatim?
Rather than reading a phone number from the account, employees should ask members to identify this.
What is the best phone number to send the code to?
Every outbound call must begin with this.
What is an outbound call disclosure?
Members who access their account using an account number or card number must provide the last six digits of this.
What is their Social Security Number?
Text Verification should be attempted before RHQs.
What is True?
If a member fails all three RHQs, they should be directed here.
What is the nearest branch?
Only this many verification codes should be provided by a member during a phone call.
What is one verification code?
If a member does not answer an outbound call, employees should leave one of these.
What is a voicemail?
Along with the last six digits of their SSN, members must provide either of these two items.
What is the full email address?
If Tier 2 verification has already started, you cannot return to this.
What is Tier 1 Verification?
This information must be recorded in the CRM after asking RHQs.
What are the questions asked and whether each was passed or failed?
Verification codes should typically arrive within this amount of time.
What is 60 seconds or less?
Unlike normal outbound calls, this can be used as initial verification on a system-generated callback.
What is a codeword?
Ordering one of these is allowed under Tier 1 verification, provided there are no address changes.
What is a new card?
Giving out one of these requires Tier 2 verification.
What is an account number?
RHQs cannot be used for these three types of account changes.
What are adding/changing/removing a codeword, Member-to-Member (M2M) transfers, and updating a phone number, email, or address?
Both successful and unsuccessful Verify attempts result in this account action.
What is an account notation?
If a joint owner joins the call midway through, this must be repeated.
What is the outbound call disclosure?