Challenge Questions
True or False: You can ask for the last 4 of an account number.
False.
You can ask for the last 5 OR full account number if you did not use it to locate the client.
What type of authentication do you perform when placing an outbound call?
Same steps as not authenticated in the IVR.
What are the two TM types you may have to authenticate?
internal/TCC or BTMs/non-TCC
What status do you review first when a call connects?
Authentication status.
What are the 4 search options for a client not authenticated in the IVR?
SSN or TIN
Account Number
Digital Banking User ID
If you ask for the last login date to the OLB their answer has to be accurate within what number of days.
+/- 14 days
How many challenge questions can you ask and how many correct answers must you receive?
Maximum of 3 challenge questions with 2 correct answers.
True or False: You must ask all TMs if the client is fully authenticated?
True.
What information do you need to obtain from a client fully authenticated in the IVR?
Full name.
True or False: You only need the client's full name?
False. You must get full name.
If the client answers the first two challenge questions wrong, how do you proceed?
If the client is unable to authenticate after two failed questions (incorrect answer or doesn’t know the answer) advise them that we are unable to assist them and ask the caller to call back when they can provide the information. You also educate them about self-service or stepping into a branch if that is convenient for them.
What is the first required scripting you complete when placing an outbound call?
“Good morning/afternoon/evening, my name is ______, calling from Truist bank. I need to make you aware that for quality assurance and compliance purposes, this call is being recorded. May I please speak to Mr./s. ___?”
What information do you need to authenticate a confirmed internal TM?
Full Name
Do you click the case # or close in the authentication pop-up box?
close.
False. You must click close on this screen, so UD and AWS align with the authentication status of the client.
For a loan/line/mortgage- Is this a valid challenge question:
What is the date (MM/YY) of your last payment?
No.
You must ask what the date (MM/YY) and amount (+/- $10) of your last payment is for the full question.
If you are unable to authenticate the client, what should you do prior to ending the interaction?
Place a CIF comment indicating that you were unable to authenticate the client.
What steps do you follow to authenticate a BTM?
What do you have to verify to see if the client has the proper authority for the request?
Client relationship: This could be the business resolution, signature card, or ownership.
If the client is unable to authenticate, what options do, they have for service?
Self-service, IVR, or branch.
Where must teammates go to view challenge question answers?
Client Central
If the client requests to complete a high risk transaction, how do you proceed?
AND
what 2 ways can people receive OTPs?
High risk authentication.
AND
via text/phone call.
What are the two ways you can send BTMs the message for authentication? (Hint: the preferred way and the backup way)
Teams and Outlook
You should review _____ month's worth of CIF comments?
AND
True or False: You should scroll all the way through the CIF comments.
12
AND
True. Fraud comments are priority and automatically go to the top so there may be relevant comments within the last 12 months that are below.
If informs you, they are disabled after failing authentication, how do you proceed?
Reach out to a TL or CFS to ensure we are in compliance with the ADA.