VPas
what can we use to locate customer's account
proxy ID
card number
phone #
what do we eCap with first
OTP or email
over the phone
when an agent calls you who provides the code?
the agent
do you have to say your last name on a call
no
how many tokens do we need to fully authenticate ch
2
how long can we place an agent OR ch on hold for
no more than 2 min
if the confidence score for email is 79 or lower can we proceed
no
first AND last
when your on a call and you hear something suspicious should you say the disclosure even if you said it in the beginning?
YES ALWAYS
what are some types of tokens
full ssn
Full Address and crossroads
Last Deposit
Username
when we get a call and hear they are using language line do we disconnect and call out own or do we use the interpreter on the line
we use the same one and continue the call
email was created Jan 1st 2022 can we send an email to that email address
yes
when you contact an agent who needs the code?
YOU
is there a limit for how many times you can say the disclosure?
no SAY IT
when authentication Reocurring billpay what types of bill are accepted? and do we need to know name and dollar amount?
Netflix, DirecTV
where do you put your end of call notes at in pas?
close notes
what code is a fail for OTP
anything under 300
where do you pull up AVS
bank of america site
or
panda script
how many times do you say the call recording disclosure
anytime you hear or THINK your on speaker
hearing someone else give answers
anyone new joining the call
are both date and amount required when using last deposit authentication? if so what many days must the dates be in
we most have date and amount, HAS to be within 3 days
every time you answer a call, someone new joins, or if you hear someone in the background or suspect you are on speaker
if the phone number is under a different first name but same last name, can we still try to send the otp
we can!
if you have a bank agent on the line and unable to verify due to them stating they do NOT have AVS system and says they do this all the time without using it what do you do
you tell them "I can understand, I would be more than happy to take over the call have a wonderful day.
and authenticate your ch and continue the call
what do you do if an agent denies to be recorded
due to not being recorded I will be escalating this to my supervisor to have them contact you, please provide me with a good telephone number for them to contact you on
If all else fails and we have to use KIQ what most you ALWAYS put in that is REQUIRED
full SSN