PAC Change Enforcement

Verification

100

True or False: I can ask a member their Full SIN as a verification method over the phone?

False

200

In the branch, a MIC is not required to update a PAC. Explain why or why not?

This is False, MIC's are now required for all membership and if there is no MIC a members profile should be updated with a new one after they are verified. And then a PAC update can be completed.

300

Over the phone, a member is considered FULLY verified with what 3 pieces of information?

Full Name, Date of Birth, and their MIC

400

A member is unable to provide ID, but wishes to change their PAC CODE.  What are the next steps?

Management authorization should be obtained before proceeding with any NO ID discretionary PAC resets. 

New Vs Old

100

What were the old PAC requirements?

5-8 digit code, No letters or symbols, should not start with 0

200

True or False: A member can continue to hold onto their old 5-8 digit code as long as they don't request to change it or forget their password

False: Effective July 21st, enforcement waves begins and members will all have to change their password to a more secure password. This will occur in phases

300

Name the New Pac Requirements

Between 8-30 characters

Must have at least 1 of each of the following:

-upper case

-lower case

-Number

-Symbol

400

Who is included in the initial wave of Enforced Password Change?

Staff and Pan's that haven't logged in in over 1+ years

What is wrong?

100

A member comes into the branch and says they locked themselves our but they know their PAC. The staff member unlocks them through central 1 and sends them on their way

Central 1 is only for unlocking security questions, they should unlock the member through Reset Retry Counter on T24

200

You as a staff are helping a member reset their PAC. You get them to enter their 5-8 digit Code on T24 and let them know to finish off the process at home.

We should be walking our members through the entire process. If the member does not have the time to complete the entire process, document it on CRM and advise them to change it as soon as possible

300

A member calls in to change their PAC. You enter a temporary code in T24 and them know that we will be first changing their online banking password then their telephone banking password. The member states they don't use telephone banking, so you make the decision its OK to not complete the process of dialing into 7001 and resetting their password.

No matter if the member uses telephone banking or not, we need to complete the entire process as we as staff should not know a members password for any platform.

400

A member calls in to change their Pac through the MSC and gives their name,  birthday and MIC. The MSR agent continues forward with changing their PAC.

We require a third piece of information (Atm/pos transaction/ a full bill vendor. an Id number on file/ last 3 digits of their SIN)

AND a Sr or manager authorization