ID Theft
Three Things I need to verify at the start of an ID Theft Call.
What are: Mailing address, Email Address, Username and/or Creditor on Credit (DOB may also be acceptable)?
Lexington Law is part of this E.W.S.....though it does not detect incoming planes.
What is early warning system?
The goal of surveys is this.
What is to provide information and answer any concerns?
One or two things you can do to gain/regain control of a call....wait, did you this? Or, that?
What are clarify and redirect?
You can find information about most Escalation tasks here.....most other Lexington users and the Internet won't be able to access it.
What is Escalation Wiki?
The Length of time an event may have occurred in the past to be covered by insurance.
What is six months?
Name activities that may trigger an alert - at least 3.
What are:
New Credit Application
Change of Personal Information
Communication regarding a New Credit Card or New Financial Account
Someone added as Additional Account Holder (either client or clients account)
Opened a New Financial Account
Client communicated with a financial Institution during the last 24-48 hours
Name at least two steps to De-escalate a client.
What are:
1 - Listen
2 - Acknowledge/Accept
3 - Empathize or Apologize
4 - Control Tone/Body Language
5- Focus on Future (make a plan)
Five P's of Proactiveness - name 2.
What are:
- Predict
- Prevent
- Plan
- Participate
- Perform
You should wait this long on hold, either for a client or for a creditor...not a lifetime.
What is 5 minutes?
These are some things that you may want to ask client about the theft of their identity - name 3?
What is:
1 - When did it happen?
2 - Information taken?
3 - When did you discover it?
4 - Do you know who did it?
Name some Discovery Questions you may use in attempting to find out if the client triggered the alert.
(Name at least 3)
Have they recently applied for credit with this creditor?
Have they recently applied for credit with this creditor?
Added or became an authorized user?
Had any communication with Bank or Creditor recently?
Example of clarifying question.
What is closed ended?
Has this account ever been late during the times it is reporting late?
Is this account listed in the divorce decree?
Was the bankruptcy discharged or dismissed?
Did you pay off this collections account?
Example of clarifying question.
What are:
Has this account ever been late during the times it is reporting late?
Is this account listed in the divorce decree?
Was the bankruptcy discharged or dismissed?
Did you pay off this collections account?
Three things that need to be changed for an employee or plus one account to be coded as such.
What are:
1 - Alias
2 - Case Identification
3 - Accounting Change Screen - Payments
Steps Customer Can Take (name at least 3) - you might see these in an email you send.
What are:
1. File a detailed police report. Include where, when, accounts, amounts, open dates…
2. Notify the Credit Reporting Agencies and place a fraud alert. This last 1-year. It is the one time we see the bureaus communicate.
3. Obtain a copy of the credit reports.
4. Examine the Credit Reports.
5.Report the ID theft to the Federal Trade Commission (FTC. They can give additional information on how to report ID Theft and repair damages resulting from ID Theft.
1. File a detailed police report. Include where, when, accounts, amounts, open dates…
2. Notify the Credit Reporting Agencies and place a fraud alert. This last 1-year. It is the one time we see the bureaus communicate.
3. Obtain a copy of the credit reports.
4. Examine the Credit Reports.
5.Report the ID theft to the Federal Trade Commission (FTC. They can give additional information on how to report ID Theft and repair damages resulting from ID Theft.
We offer to do this if the client feels that the alert has been triggered by an event they did not initiate.
What is conference call the creditor with the client and attempt to find out what happened?
Steps you should take if client is still escalated.
What are:
See if a Team Lead is available to take the phone call. (Or member of Leadership)
If for some reason a Team Lead is not available, try calling Amy’s extension (It’s in the Escalations Wiki J)
If no one else is available, then you can contact the CARE line with the understanding of following the CARE process first
Definition of proactive.
What is preventing problems before they arise?
What is Darrell's hobby? It is the worlds most popular sport....
Soccer referee
This is the name of the insurance carrier Lexington uses....its available in all 50 states, though you may not see a branch or walk into this local office.
What is American Bankers Insurance Company of Florida or Assurant?
You might find basic information about the alert in at least 2 places....besides the initial email or text to the client.
What is in REV in the REV Alert History and in the Shadow Login, clicking on the bell?
What are:
Requests to speak with an attorney
Threats to contact the BBB
Threats of legal action (lawsuit, attorney general, bar association)
Threats to contact any regulatory agency (FTC, CFPB, Police, FBI)
Threats to contact/post negatively on Social Media
Demands for refunds over $200
Threatens to physically harm themselves or others
Maya Angelou said this "I’ve learned that people will forget what you said, they will forget what you did, but they will never forget how ____________?"
What is "you made them feel?"
If a client called and became escalated and you could not resolve the problem, where could you go to find out what to do next?
Escalation Wiki -> Policies and Procedures -> CARE Process