CS Authentication
Cx provided the wrong verbal password when asked what is your verbal password. Is this a fail?
What is no?
*Cx has up to 3 strikes to guess right password.
True of False: Cx is considered low-risk authenticated when they sucessfully enter phone code but do not provide their access card number.
What is True?
What fruit has the same name as a colour?
What is an orange?
What is the tallest mammal?
Cx ODP limit is $1500. What is an acceptable answer when asked "how much ODP do you have on your debit/chequing account?"
What is -/+20%?
OR
What is anything between $1200-$1800?
What is the phone number for loss prevention failed auth mcom's regarding branch use only?
What is 1-833-803-0529?
What is a traditional Canadian food dish?
*Bonus: Name minimum 3 for extra points
What is poutine, maple syrup, nanaimo bars, bacon, butter tarts, beaver tails, montreal-style bagles, lobster rolls, bannock, ketchup chips, caesar cocktails, all-dressed chips?
**(if i can google it, you got it!)
A dog sweats through which part of its body?
What is its paws?
Does CTI only apply to all lines of business?
What is yes?
True or False: Standard authentication is not required when Adeptra whispers cx full name & card number
What is True?
Proceed with the call.
***Bonus Points: Only verify PhoneCode if there is an MCOM for CTI only.
What are the 5 traditional food groups in Canada?
What are fruits, vegetables, protein, dairy and grains?
What animal is said to have nine lives?
What is a cat?
You ask for the Credit Card CVV2 and the customer provides the last three digits of their Access Card/Credit Card, is this a fail?
What is no?
*You can clarify by asking "Are those the numbers on the back of your Credit Card by the signature panel?" if the customer says "oh no sorry! It's…" this is not a fail, and they will have 1 more opportunity to get the correct answer.
Can lp high-risk when cx is travelling & cannot retrieve reference number left on voicemail?
What is no?
*Always refer to r/o for off-grid authentication
What is the most expensive spice (by weight) in the world?
What is saffron?
What is the only mammal capable of true flight?
What is a bat?
Cx has a HELOC on file but says I have a mortgage. Is this a pass?
What is yes?
What are some hints that a fraudster may be on the line during authentication? Name minimum 2
Bonus: Name minimum 4 for extra points!
What is voice concerns over age &/ nationality, frequent calls, calling from different number than on file, recent address change, evade unknown questions (crying, empathy), inconsistent transactions to previous history, incorrect KYC, answer some questions fast & others slow, login from different IP.
**Many other answers can be provided: if it can be justified, it'll be accepted as an answer.
What food item holds the highest record of being stolen in the world?
What is cheese?
What animal is known to spend 90% of its day sleeping?
What is a koala?