Client Authentication
The one piece of authentication you will always have to get from the client is
What is Their Name
If the annuitant is not a trustee they are ___ authorized to receive information on the account
What is Not
What is their name
If a caller is authenticated the Voice Pass box will come though this color
What is Green
This guide will help you remember all the verification questions to ask your caller based on their role
What is the Caller Auth Guide
To authorize the client you need two of these 3 verified
These are three things you will always ask a trustee no matter if they are the annuitant or not
To be authorized to receive information on a policy, the annuitant must be one of these two things
What is a trustee or a annuitant on a custodian owned policy
These are the three types of callers you may see listed under Caller Type
What is Owner, Servicing Agent, General Agency
These are the three main categories of authorized callers
What is Advisor, Client, Entity
This is the main system you will use to locate the clients PII to verify them when not using Voice Pass
What is One Desktop
Transamerica uses this to verify who a trustee is
What is the Trust Certification form
The annuitant on a custodian owned account will need to verify their name and two of these three things
What is the policy number, the annuitant's Date of Birth, The annuitant's Social Security Number
These are the first two things you will check on every call
What is the color of the IVR information box and the Authenticated status field/voice bio status/alert if present
If a new person comes on the call after authentication with the original caller, you must tell them they are on this
What is a recorded line
Sometimes there will be an additional owner listed on the policy, this person is known as
What is the Joint Owner or Co-Owner
Security verification for a trustee depends on if the trustee is also this
What is the annuitant
The annuitant on a custodian owned policy is also known as
What is the beneficial owner
This is the tab you will use to update the information for Voice Pass
This is information that is capable of identifying a person
What is PII - Personal Identifiable Information
This is the only tax market that will allow for multiple owners on a policy
What is a Non-Qualified
This is the only tax market that will allow for a trust ownership
What is a Non-Qualified
You will not find a custodian ownership on this tax market
Non-Qualified
Voice Bio Lock Reason ____ indicates the customer created voiceprint and needs to be asked second level authentication questions to be unlocked
What is Need Verification
Company Contract Info such as Fax # and mailing address are considered this
General Information