Salesforce & Regulator
Once the advocate checks the phone panel for PinDrop details, what other thing should be reviewed prior to assisting with the 2FA request?
Regulator Comments
What is PinDrop?
It's our fraud detection partner
Is P1 required to be able to verify P0, true or false?
True
What does ATO stand for?
Account Take-Over
Where can advocates check the seller's ANI?
In the phone panel
In what status should the Service Cloud case be transferred to the ATO team?
Open
How many Risk levels will PinDrop provide to advocates?
Three levels
What pieces of information are required to successfully verify P0 with US & CA sellers?
US: Last 4 of SSN & DOB
CA: We verify the DOB
If there is an SIN listed, the last 4 but if there is not, ask for:
Shipping or Activation address
Activation Phone Number
If the seller seems suspicious (asking for unusual things, background noise is off, identifies different from what's listed in Regulator, struggles with verification), should advocates pass the information along to the ATO team, yes or no?
Yes, if the advocate is suspicious, he or she should let the ATO team know
What SFK article outlines the steps to follow to identify a match for the seller's ANI?
[CA/EU/UK/US] Identify and Handle Non-ANI-Matched Accounts
If the ANI is not matching with the listed business/activation phone number, and 2FA is disabled for the seller, what actions are crucial to prevent an ATO from happening?
To place a freeze to the seller's account and transfer the Service Cloud case to the ATO team
What are the Risk levels identified by PinDrop?
High Risk
Moderate Risk
Low Risk
Can P0 be verified on speakerphone or a conference call, yes or no?
No, it is a policy violation
If the advocate freezes the seller's account, what verbiage should be documented in Regulator?
Potential ATO
To what numbers should the seller's ANI be matching with?
The listed business or activation phone number
Can advocates use the 'Re-enroll fresh 2FA' option?
Only with SAS approval due to issues or if they are part of the Risk team.
Based on PinDrop's criteria and in accordance with our Personal Data levels, what actions can be taken for each Risk level?
High Risk - P1 and P2
Moderate Risk - Handle Business as Usual
Low Risk - Handle Business as Usual
What steps should be followed if the seller fails P0 verification three times?
Advocates should ping SAS
Should the "Is ATO freeze?" checkbox be marked if the advocate is freezing the seller's account and transferring the Service Cloud case to the ATO team, yes or no?
Yes
If the ANI matches the seller's business/activation phone number but the call is identified as 'High Risk', can 2FA be disabled, yes or no?
No
What tool should advocates use to disable 2FA for sellers?
Their dashboard, by requesting permission to impersonate
How are advocates meant to handle High Risk level calls?
Taking only P1 and P2 actions, no P0 actions can be taken (policy violation) - they need to adhere to the talking point
What verification level is required to disable 2FA for sellers?
P0
Can 2FA be disabled in non-verified ANI calls, true or false?
True
If the ANI is not a match with the business/activation phone number and 2FA is disabled, what extra steps are required?
To freeze the seller's account and transfer the Service Cloud case to the ATO team