Phrasing
PSR Jack Sparrow ask's sub Elizabeth what her address is. He could not hear her correctly to confirm what was listed. What should PSR Jack Sparrow ask to have better clarity?
Could you please repeat your address?
I'm sorry you broke up when saying your address, could you please repeat your address?
Which type of information is considered PII but cannot be used to verify a caller's identity?
Phone number
PSR Jenny is verifying the sub's email, and she repeats back the email for confirmation. Would this be considered giving out PII? True or False.
True.
True or False: Should PSR Ariel provide an account number to the sub BEFORE asking the sub to provide it.
False.
Sub Sally calls in and gets the CR answer incorrectly, Sally asks what the answer is. What would be an appropriate response?
I do apologize, for security purposes I can not provide the answer, but I will delete the question and you will be able to select another CR the next time you log in.
What account numbers, whether full or partial, should never be provided to a caller?
Sub's pay from account and ACH No Fax for payee's
True or False: Are memos/comments/invoices considered PII.
True
PSR Rip asks sub Beth CR question, 'First live concert you attended?" Beth says ACDC. PSR Rip is trying to build rapport with the sub. Rip asks how the ACDC concert was after security was verified. Is this PII? How would you ask this without using PII?
Yes. It may reveal whether the provided answer matches the information on file. To acknowledge the answer it's correct say Thank you. To build rapport, it's ok to say," That's cool I like that band."
True or False: A representative who says, "You're on the right track" while a caller is guessing a challenge phrase has not disclosed any information.
False. The representative has provided indirect confirmation that the caller's guess is close to the correct answer.
PSR Jamie asks sub Eddie for her email. Eddie says, "eddiebluebloods@nyc.com" PSR Jamie says, "is it n as November?" Was PSR Jamie okay to ask this for confirmation? Why or why not?
Yes, because the partial or full email was not disclosed. The PSR was confirming a letter to ensure it was heard correctly.
True or False: PSRs can confirm and provide hints to a subscribers login-ID for DSO.
False. PSRs can only confirm.
True or False. At times, Associates may be required to disclose PII during normal business. Must comply with all Jack Henry policies.
True. Example: Reaching out to RESQ to verify account numbers, or sending sub's contact information for RESQ reps to locate an account.
Sub Sally becomes frustrated and says, "It's my account. Just tell me what my email is that you have on file. How would you respond?
I understand your frustration, but for security purposes I can't disclose that information. I can walk you through on the bill pay site to show you where to view your email.
True or False: A representative may say, "You're very close," when a caller is guessing the answer to a challenge question.
False
What does PII stand for?
Personally Identifiable Information
Even if a caller provides the information first, a representative should never ________ sensitive account information prior to verification.
Confirm.
Sub Hal says, "I forgot my Challenge Response answer. What should I do?" How would the PSR respond?
For security purposes, I cannot give you the answer but I can access your account to see if you're locked out and can remove the CR's you do not know that way you can set them up again.
True or False: Even subtle hints can help a fraudster gain access to an account.
True
This type of information should never be provided before and after authentication is completed.
PII.
The phrase "I can't disclose that information" helps protect customers ________.
PII or Personally Identifiable Information