Name
Are middle initials or names required for verification?
What is, "No"?
What is the tolerance limit for a transaction amount for authentication purposes?
What is (+/-) $1?
How many questions can a customer get wrong before an agent fails the verification and refers back to the bank?
What is two?
What is the first authentication piece of information that we need to obtain from the caller?
What is "full legal name".
True or False - An agent can provide an account number to the caller after proper authentication has been completed.
What is "NO"?
Account numbers can never be provided to the caller over the telephone. They may be confirmed with a yes or no statement if the caller provides it first.
Is "Kathleen Johnson" an acceptable name to be given if the name is listed as Kathleen Meyers Johnson?
What is "Yes".
It is not hyphenated. Meyers could be the middle name.
When a customer is providing a date for transaction history and says "last Wednesday", would that be an acceptable form of a date we would accept?
What is "yes"?
The use of today, yesterday, last Monday, etc. will also be acceptable when exact and matches the date of posting.
True or False: After fully verifying the customer we can provide their verbal password to them if they did not know it.
What is false?
Do not provide any passwords or PII after verification.
If a caller is driving and cannot receive an SMS code should this be counted as a miss?
What is "YES"?
Anything short of receiving an accurate code from the caller would result in a missed authentication question.
True or False: PII can be confirmed after the authentication has been successfully completed, but not provided by the agent.
What is "True?"
While an agent cannot provide PII after authentication, they can confirm that information utilizing a yes or no response.
What 3 pieces of a name are we required to obtain during verification?
What is first name, last name, and suffix?
Can you provide hints to customers about where their transaction may have taken place? ex: "Did you go to a grocery store recently?"
What is "hints are never allowed"?
True or False: When a customer provides two wrong answers to 1 question that is a failed verification.
True
True or False, if the caller provides the answer "I don't know." to an authentication question it is okay to skip to the next item on the priority list.
What is "false'?
"I don't know," or similar responses count as a miss.
True or False, Online banking username is considered to be PII and therefore cannot be provided to the caller.
What is "True?"
During XP verification the name is listed as: Dr. Susan Williams. Do we need the customer to provide the Dr. before her name?
What is "No."
Prefixes are not required.
When verifying a transaction, you must verify two of the three:
What is:
1. Place (merchant name, depositor, ATM, etc.)
2. Date (month, day must be exact) (use of today, yesterday, last Monday, etc. will also be acceptable when exact). The transaction must be within the last 30 days.
3. Amount: Within a margin of $1
What does PII stand for?
Personal Identifiable Information
True or False, agents can authenticate off of a debit card account if that is the number provided by the caller.
What is "False."
Authentication should not be performed off of a debit card, online banking account, or CIF/member number.
What two components can create a "security incident"?
What is unsuccessful verification and/or release of PII before or after authentication?
If there isn’t a suffix on file but the caller provides one, is it okay to proceed?
What is "Yes"?
However, if there IS a suffix on file and the customer does NOT provide it then we cannot continue.
If there is no transaction history on an account within the last 30 days to confirm, what should the agent do?
What is proceed to the next question on the authentication list?
Once a customer fails verification what are the next steps an agent needs to take?
What are send a S/E back to the bank and post in the ResQ chat (Name, bank, any details)
True or False, Passwords, passcodes, or security questions that are prompted before or after authentication is complete are not required, as they are for internal branch use only.
What is "False"
Any password, passphrase, passcode, inquiry code or security questions listed DURING or AFTER the authentication screen must be successfully verified before discussing the account.
What is the motto of Jack Henry?
What is "Do the right thing, do whatever it takes, and have fun?"