Account Linked to Cards
What is being verified when asking an Account Linked to Cards question?
The customer's knowledge of accounts linked to their NAB card
What is an example of an "Another Party" authentication response?
The name of a joint account holder, signatory, or authorised party.
Can accounts linked to a customer's debit card be used for authentication?
Yes. Accounts linked to the card can be used to demonstrate customer knowledge.
Can another person on the call answer authentication questions for the customer?
No. Answers must come directly from the customer whenever possible.
A customer correctly identifies one account linked to their card but forgets another account.
What should the analyst consider?
Whether the customer has demonstrated sufficient knowledge and if Partial criteria may apply.
A customer correctly identifies their joint account holder.
What does this demonstrate?
Knowledge of relationships associated with their account.
Why should analysts avoid leading a customer to the linked account answer?
Authentication is designed to assess customer knowledge. Providing clues invalidates the assessment.
A customer provides the first name of the joint account holder but not the surname.
What should the analyst consider?
Whether sufficient knowledge has been demonstrated and if Partial may apply.
"My card is linked to my Everyday Account."
You can see three linked accounts:
The mortgage offset account has had no transactions for 18 months.
What should the analyst consider?
The customer has demonstrated genuine knowledge of a linked account. The analyst should assess whether Partial applies and consider account usage before determining the outcome.
A customer's daughter repeatedly whispers answers during authentication.
The customer then provides the correct name of a joint account holder.
What should the analyst do?
Ensure answers are coming from the customer, remain alert for fraud risks, and consider asking additional questions to gain confidence in the customer's identity.