A
How long does an identity theft case stay open if no police report is provided?
Expires in 7 days from when the police report was last requested.
What document is required to escalate an ID theft case?
A police report is required to escalate an ID theft case.
When a deceased case is escalated on the account, what is your first step?
Run a KBA on the customer's SSN. If it comes back deceased, attached your results to the deceased case create an escalated task
If an obituary for a deceased customer cannot be located, what is the next step?
If the obituary cannot be located, first check whether the 821 email has been sent:
If the 821 email has been sent and the case is more than 7 days old, close the case.
If the 821 email has not been sent, send it to the customer using the communication tab. Then, if the case is more than 7 days old, close the case.
True or False:
An escalated task must be created when a police report has been located in communications for an ID theft case.
False: When a police report is located, it should be sent to the ID theft support team via cloud.
When should an ID theft case be escalated?
An ID theft case should be escalated when documents are received or if an account is funded.
What steps do you take if you find a police report in the communications tab that hasn’t been handled? (3 answers)
If you locate a police report in communications:
1. Attach it to the case
2. Escalate the case status, and
3. Send it to ID theft via cloud
If a KBA can not confirm the customer is deceased, what should your next step be?
Do a quick Google search using the Customer's first and last name + city and state they were from + Obituary. If you locate the obituary, add the URL link to your notes, take a screenshot to add to the case, and create an escalated task.
How do you know if the ID theft team is currently investigating an account?
A) Check what the last rep noted, and copy and paste the rep's previous notes.
B) Reach out to your SM, they will know
C) Check the last email sent by the ID theft team for information they have communicated to the customer.
C: Check the last email sent by the ID theft team for information they have communicated to the customer. (The email should advise that the account is being investigated if they are working on it)
When a customer is deceased, what can be used to verify their death?
A) KBA, death certificate, or a handwritten letter
B) Death certificate, Obituary, or notarized certificate
C) Obituary, KBA, or Obituary
C) Obituary, KBA, or Obituary
How can you tell what’s needed to escalate an open identity theft case? (3 part answer)
Requirements for escalating an identity theft case can be identified by reviewing the notes, checking related emails, and reaching out to chat support if necessary.
What team conducts a KBA to determine a relevant ID theft process?
A) Advise to call ID theft directly
B) Advise them to dial 911
C) Advise them to call the customer support team
The customer support phone team will conduct KBA to determine the relevant ID Theft process.
How many days does a deceased case stay open without proof?
True or False
The ID theft process will be different depending on who the lender is for the customer.
False: The ID theft case is the same for all customers.
What is the purpose of working on the ID theft/Deceased tracker?
The purpose of working on this tracker is to research the account and determine what is needed to close the case.
True or False
When an ID theft case expires and is closed, all open cases should also be closed.
False: Before closing any other open cases, confirm that they require closure. An identity theft case does not impact other cases.
True or False
When you see notations from the ID theft team, it means the case is being worked.
False: Check the emails to ensure what the ID theft team has communicated to the customer.
If an obituary is located, what two pieces of information must match the customer's account to be escalated?
The customer's name and date of birth in the obituary must match the information on the customer's account.
How many ID theft cases is the customer eligible to claim?
There is no limit to the number of ID theft cases a customer can have.
How long should an ID theft case remain escalated after a police report has been submitted for review without being worked on by ID theft?
There is no limit on this time frame; however, if something seems unusually long reach out to the chat to ensure nothing else needs to be done by you.
True or False:
When closing an ID theft case, no notations are required.
False: Always notate on the ID theft case you are working on (unless it has already been closed by a previous representative).
Which email address do we send the police report to when it is received?
ID_theft_support@NetCredit.com and be sure to send using cloud.
If a KBA can not confirm a customer's death and an obituary can to be located, what should you do?
Check to see if the customer has been sent an email 821 to request the death certificate.
If they have, and it has been over 7 days, close the case.
If they have NOT sent email 821, and if it has been over 7 days, close the case.
True or False:
Always note on ID theft cases that are already closed while working the tracker.
False: You do not need to notate on a closed ID theft case while working the tracker.
A case has been open for 45 days, but no police report has been received. What do you do with it?
A) Close immediately; it must be open in error.
B)Call Michelle on her day off, she has all the answers.
C) Review notations and see if it has been 7 days since it was last requested.
C - Review notations and see if it has been 7 days since it was last requested to determine when to accurately close the case.