AUTHENTICATION & PRIVACY
What are 3 actions that the borrower can complete through the IVR?
Full account # or SSN, Zip Code, Full 8-digit DOBt
What information does the IVR prompt the borrower to provide to verify their identity?
Authenticate, Review acct info, Req Def or Forb, Update CPC, Explore repayment options, Request info to apply for IDR, obtain pmt address, learn how to upload docs, hear amt of interest pd, get estimated pmt amt, rev pmt hist, save pmt methods, hear bal and amt, hear info about auto debit
What must be stated when a 3rd party joins a call, or on all outbound calls?
This call may be monitored or recorded.
How can a borrower submit documentation for a name change?
Upload to MMA, Email ep@cri.studentaid.gov, Fax, or Mail
If an authorized 3rd party is able to authenticate what can we NOT do on the account?
Make changes, provide or update contact information