Authentication Trivia

(Mix)

100

Name the EWL needed when a member is disputing an ATM deposit transaction 

PRO19447  - ATM Deposit Dispute EWL

200

If member does not have access to text, Email, Token or any other options for authentication, MSRs can manually authenticate the caller? 

FALSE - PRO25359 

300

If a parent/legal guardian is calling on behalf of a minor and is requesting to change the PIN on the minor’s ATM or debit card what must be followed: 

PRO19453 - 

• change speaking with to the minor’s name
• authenticate the minor (parent may authenticate on behalf of the minor)
• transfer to the IVR via the minor’s profile.

400

Provide a disclosure that must be stated when a 3rd party joins the phone call:  

PRO33085 - "Before we proceed, I need to inform you that my name is (First Name) with USAA and that this call may be recorded for quality assurance purposes".

500

What must be verified with a member after removing a fraud block on a debit card? 

Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing

Verify if the member is traveling.

Authentication

100

Reviewing a fraud alert on a debit card requires a HRP authentication (T/F) 

FALSE:  - Complete High-Risk Authentication. 

Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing

200

Name 3 pieces of information that can be used when manually authenticating a member: 

• hone password – Do not offer the hint if the caller provides an incorrect password.
• Card Verification Value (CVV) found on the back of the Debit or Credit Card
• Debit Card number – First 6 digits and last 4 digits. Do not use this verifier for debit card activation, limit increase or ATM PIN updates.
• Online ID - Use only if it has not been used as an identifier.
• CAP information such as spouse’s first and last name and DOB or child’s first and last name and DOB or parent’s name and date of birth.
• Product Details – Year/make/model of insured vehicle with USAA.
• Military Details – Branch of service and enlistment, contract, commission, retirement, basic training report date, or separation date.

300

MSRs can offer the hint to the phone password after member states they do not remember:  TRUE or FALSE

PRO25359  -  TRUE

Provide the hint when the caller states they forgot their phone password or asks for the hint.

400

Updating contact information or Social Security Number requires a High Risk Plus authentication level  ( TRUE OR FALSE )

FALSE (High Risk )  PRO34834 

500

Provide a sample disclosure when authenticating a member with a 3rd party on the line: 

PRO35870 - During the authentication process, I may ask for or provide personally identifiable information. Do I have your permission to continue with authentication with the third party on the line?

What KC is that?

100

What KC process would you use if a member wants to file a dispute on their Consumer Report?

PRO19099 -- Handle Consumer Report Dispute Request - Credit Card Servicing

200

 What KC process would you follow if a member request to dispute a funds transfer ? 

PRO33010 - CD/IRA/Funds Transfer Non-Merchant Dispute - Deposit Servicing 

300

What KC process do you follow when a member wants to dispute an Internal pay bill payment?

PRO31535 - USAA Pay Bills Dispute, Stop Pay, Fraud - Deposit Servicing

400

What KC process would you follow for assisting members with disabilities ? 

PRO25356  - Accessibility - Accommodating Individuals with Disabilities under the Americans with Disabilities Act (ADA)

500

What KC process must be followed when an account is identified as missing the W-9 form : 

PRO33507  - Tax Certification W-9 Form- Deposits Servicing only - Missing Tax Certification W-9 Form