Authentication
True or False: We are verifying MMN as part of first level.
False
What level of verification must be completed on a MOBILE HIGH submission?
Verbal Authorization and Socure (VOS)
If the customer does not have US documents can they complete socure?
No.
Post in the chat the correct template you would use for this scenario: 1st REJECT in Socure
****Socure Verification****
--Did AH Accept Disc for Socure?
Trans ID:
Socure Results: Unsettled Reject (reason for reject)
What are the next steps?:
Innovis - Phone not verified
Ask the customer if they have another phone number that can be used.
Do we click bypass or verified after the customer has verified themselves?
Bypass
When can we offer notary?
Is a temporary paper ID valid for Socure?
No
Post in the chat the correct template you would use for this scenario: 2nd REJECT in Socure
****Socure Verification****
--Did AH Accept Disc for Socure?
Trans ID:
Socure Results: Reject (reason for reject)
What are the next steps?:
Innovis - VOIPS
Socure
Customer verifies name and DOB, but ssn was wrong. What is the next step?
Ask MMN.
False, we must also complete OTP along with wire details
True or False: We need review the Document box in Socure for Accept/Reject/Resubmit results
False. We need to review the Decision box.
Post in the chat the correct template you would use in this scenario: Verbal authentication required, but a verbal change is needed.
******WIRE TEAM VERBAL VERIFICATION******
ANY VERBAL CHANGE?
DB ACCT#:
AH NAME:
SEND ON DATE:
AMT: +30.00 SERVICE CHARGE
ADV OF SERVICE CHARGE: YES
BENE ABA/SWIFT:
BEST CONTACT:
OTP RESULTS:
REF ID:
STANDALONE:
CASE ID:
FORM DLN:
IS THE FORM VALID?:
SOCURE ATTEMPTED?:
REQUESTED DOCS:
*ADDITIONAL NOTES*
What are the next steps?:
Innovis - Phone not verified
RMS - Phone verified
Run Standalone
What is the correct handling if the customer fails their verbal password?
2nd level, then offer to update the password.
What level of verification must be completed for MOBILE LOW submissions?
Nothing
True or False: We need to put the account # in the Customer UserID field.
False. We need to put CIF.
True or False: You do not need to notate the Socure template in Atlas if the results are RESUBMIT
True
What are the next steps?:
Socure 2nd Reject
Cancel case. Verification cannot be completed. They must submit a new wire request.
If there is a pop up regarding new account funding or Reg D thresholds, are we supposed to address them?
Yes
If the customer is in an international location, they must go to one of these three locations for notary:
True or False: we can use notary as a fallback for Socure if the customer refuses to complete entirely or is having issues/errors completing it.
No. We need to advise if they do not complete this level of verification, we will need to cancel the wire request and they will have to resubmit. We need to attempt troubleshooting steps if they are receiving errors. UNLESS it's a paper form, then Notary would be the fallback.
VA: Fraud is needed in which two scenarios
1. Customer does NOT recognize the wire/Fraud wire.
2. OTP Fails - does not include VOIP/Not verified
What are the next steps?:
Resubmit 3rd attempt
Cancel case. Verification cannot be completed. They must submit a new wire request.