Verification Of Callers
If the memos indicate the previous agent verified the verbal password, do we need to verify it again?
Verbal password does not need to be verified again.
True/False...If a cardholder's name is listed as initial only, stating their full name is sufficient for identification
The customer MUST provide the initials not their full name. If they state the full name, ask them for the name as it appears on their card/statement (e.g., name on account is C R Smith, we cannot accept Clark Smith as the Cardmember (CM); CM must give C R Smith).
If PCM/SCM has a hard time remembering their verbal password, should we offer to add a hint for the next time they call?
No, do NOT pro-actively offer to add a hint for future use.
If an agent feels they released employee information in error or they released customer information to someone other than the customer, what is the proper procedure for this?
immediately report the incident by completing the Information Security Event Form. For more information on this form, see the Information Security Event Procedures.
If the PCM/SCM/AU is having a difficult time reading their account number or expiration date, we should do what?
Offer to send a new card (emergency delivery, if necessary). NEVER confirm what they have as the account number/expiration date is correct or not. (Note: there are exceptions to this)
AU wants their name removed but doesn’t know full account number, customer’s name or security information, etc.- Do we still need to verify or can we remove with out verification being completed?
Verification isn’t required
True/False.. During OOB, we should release the email and phone number listed to PCM/SCM so they can choose the best one for us to send code to.
False!! Do NOT release any part of the email address or phone number to the customer, have them read and confirm their personal information to you.
Is there special handling if you receive a call with a recording stating the call is either pre-paid or collect?
No. We should accept the call, follow standard verification, and handle as normal. No special handling needed.
True/False.. We must treat a Relay Service/TRS call as though we are speaking to the PCM and not a TP.
True, Relay service/TRS calls should be handled like we are speaking to the customer, not a TP.
True/False.. If we receive a call from another Discover employee, it is acceptable to confirm customer info they provide along with their RACF.
False, This is a red flag; legitimate employees can access this information and will not need your assistance. If they claim they aren’t able to access it, they need to contact their Team Leader.
If TP is transferred via cold connect from another dept and memos state TP's name and what permissions PCM/SCM granted, do we need to speak with and have PCM grant permission again since the call was transferred to a new agent?
If third-party is connected over by another Department, the memos or Account Notes MUST state what permission the customer granted and the third-party’s name. If that information isn’t included, we must speak to the customer.
Orion has an issue where some accounts are displaying an error message when attempting to access the account on the call side. In this instance ONLY, you can use the mail side and must verify how many pieces of info?
you MUST verify 3 of 5 following pieces of information:
If unable to verify as outlined above, WARM connect the call to CPS (Security) – Fraud Prevention for verification.
True/False? We should proactively offer to set up a verbal password for PCM/SCM for the security & protection of their account.
False! Do NOT pro-actively offer to add a new verbal password.
True/False.. Messaging agent can release the full account number as long as it meets one of the conditions listed.
False, messaging agents may not release the full account number for any reason, instead if meets the following criteria, advise the customer to call in.
True/False.. A TP can fully add themselves as an AU as long as PCM gave permission on the same call
False, we must speak to PCM when reading the disclosures for an AU to be added, but TP can provide their personal details for AU app.
When we ask the verbal password, if cm provides multiple answers, can we confirm which answer was correct?
Yes, but only if asked.
True/False... The IVR may verify the cm by voice and inform the cm "just so you know, this call may be monitored and recorded, and your voice may be used for verification."
True! See the Voice Verification Message in IVR section of the Verification of Caller Procedures-ACTION for handling.
True/False... If the name listed has a first name and middle initial, we DO need to verify the middle initial also
False, you do not need to verify the middle initial.
True/False.. Only if PCM is in a rush (cannot stay on the line), they can grant us permission to read any legally required disclosures to TP on their behalf.
False, You must speak to the PCM/SCM to complete any actions that include a legally required disclosure, verbatim disclosure, product enrollment/ changes or actions that may result in credit extension or use of funds.
True/False.. If a call is warm connected from another department and the agent states the customer gave permission to speak to a TP (on the same call), we must verify with PCM again once we take over the call.
False, no additional permission is needed, unless additional verification is prompted.
True/False.. If prompted with the Caller Authentication screen (aka OOB), we should hit 'cancel' if PCM doesn't want to authenticate using OOB
False, the ‘Cancel’ button should ONLY be used if the customer no longer wants to proceed with their inquiry or they hang up.
True/False..When a cardholder's name is hyphenated or they have multiple last names, they MUST verify both names
False, the customer can give either name or both names. Examples:
When a hearing-impaired cardholder uses a Relay Service on their call, what Link'd doc has more info relating to relay service?
True/False.. PCM/SCM can give permission for us to speak with AU/TP for future calls but only for certain actions.
False, for the PCM/SCM's protection, they are not able to give permission to speak to an AU/TP for future use, permission can only be given for the same call.
True/False.. If an account has Account Notes stating a TP has ongoing permission, we can honor that today.
False, delete the Account Note and notify the caller we are no longer able to give TP information unless PCM/SCM gives permission on the same call.