Loop
What is a loop issue?
When a policy owner is unable to register since the system is letting him know there is already an online account, but when this person tries to recover this same account the system is telling him there is no account set up yet.
Which system is used to determine if an account is actually blocked or not?
Go to Ping Delegated and look at the account actions on the top right corner.
What is the difference between Enable Account and Blocked Account?
The account becomes disabled when the policy owner is unable to successfully verify their identity using the OTP / prolonged inactivity. In contrast, an account is blocked when the policy owner requests it, or when suspicious activity is detected and the system flags it for security reasons.
What MFA is used for?
To verify the identity of the person who is trying to access the online account in question.
Where to confirm the last transaction done to the online account inside Ping Delegated?
Show your screen.
Which information must be fully verified to start troubleshooting?
Policy owner's name
Date of Birth
Full SSN
How the "Block Button" should look like if the account is actually blocked?
Unblock Account
This issue can be resolved by guiding the policy owner through the self-recovery. True or false.
False, guiding them through the self-recovery process only solves the "Locked Account" issue.
What to confirm if someone is not getting a verification code and where?
Contact information in Service Central.
Are CSRs allowed to reset an account on their own? Yes, no and why?
No. CSRs must first verify the account information and obtain supervisor authorization, or the reset must be specifically requested by the policy owner.
Which system is the one that will help us to determine the issue?
Ping Delegated
What should be reviewed to confirm if the account could be unblocked?
AWF - Case Notes
To enable the account is only possible to high verify the policy owner using LexisNexis.
False, both options LexisNexis and OTP are valid for high verification.
What troubleshoot will be the best to confirm if all the correct contact information is displayed on both sides and the customer still not getting the verification code?
Try a different browser
Try clearing cookies and cache
Try to use a different device
Try to use the app or the website depending on what the customer was using at the beginning
Is there any information that must be included in our case notes after performing a reset?
Yes. You must document the reason for the reset and confirm whether authorization was obtained from a supervisor or if the reset was requested directly by the policy owner.
To resolve any issue within the policy owner's information. Which request should be submitted?
AWF and/or INC
High verification is required to unblock an account? Develop.
Yes, this could be done through LexisNexis or OTP.
Do you need to get authorization to enable an account from the escalation line or from your team lead?
No, no authorization is required to enable an account. Only to perform high verification.
What to do if the customer is unable to see the same mobile phone number we have on our end for him or her to get the code?
Confirm this phone number is listed as mobile, if this is correct and once we had confirmed the same phone number on record was the one provided by the policy owner we can perform a "refresh" by switching this to "work or home and taking it back to mobile.
An agent can request the online account to be reset? Yes, no and why?
If the agent calls on his/her own this is not possible to be done, but if the agent calls in along with the policy owner the policy owner can request this to be done and has to be recorded over the phone.
Is there any way we can request a reset for this issue?
Yes, send the review so the escalation team can confirm this possibility.
An account could be unblocked if there is a RED ALERT placed on the account. Develop.
Yes, after reviewing the account in full (AWF - Case notes). And if there is any contact information to complete the OTP high verification. Or if there is ANY contact information on record to send an OTP this could be completed through LexisNexis, once high verification is passed the account could be unblocked.
How to proceed if there is a RED ALERT on a disabled account?
Perform high verification and enable the account.
In case we have already troubleshoot the account properly, in full and the policy owner is still unable to get the verification code, what should we do then?
An Incident Ticket.
You already got supervisor's authorization and you are about to reset the account, but there is something missing. What is it?
High Verification or if the policy owner calls along with the agent, this person was already high verified.