What is CPNI
What does CPNI stand for?
Customer Proprietary Network Information
True or False: You can read back the full 16 digit card number if you did not hear it.
False - You may repeat only the last 4 digits, as long as you do not also repeat the expiration date or CVV.
What MUST be verified by the customer before proceeding into an account?
•Full name on the account
•ZIP code
•PIN #
If no PIN exists, the customer must set one up before the account can be opened.
What does PCI-DSS stand for?
Payment Card Industry Data Security Standard
As an agent, what breaks will you recieve for the day?
•2 (15) min Breaks
•1 (30) min Lunch
What are 3 examples of CPNI?
•Services purchased - Line type, plan type, add-ons, top-ups, devices, etc.
•Service usage - Minutes, SMS, MMS, data, hotspot, international, etc. usage amounts
•Call and message details - Time, date, duration, and destination/number for each call or text
•Information shown on the subscriber’s telephone statement - Name on account, address, account number, billing period, totals, breakdown of charges
True or False: You can write down card information to make sure you heard it properly.
False - Never write card details down or type them into notes (example: sticky notes)
When speaking with someone other than the account holder how long does the consent last?
One-Time Consent is good for the duration of the current call.
What is PCI Compliance?
•Secure Network: Maintain firewall to protect consumer data
•Data Protection: Protect and encrypt cardholder data transactions
•Risk Management: Maintain secure systems by targeting vulnerabilities
•Access Control: Restrict access to cardholder data by a need-to-know basis
•Monitoring: Regularly monitor networks and track access to resources.
•Maintenance: Maintain a policy that addresses security
True or False: Activewear is acceptable to wear in the call center.
False! Activewear is prohibited on the call center floor.
Where can you find CPNI?
•Company Network
•Company Servers
•Company Files
•Wireless Devices
True or False: You can help nickname the payment card.
False - Ask the customer what nickname they want to use for the stored Auto Pay card – do not make up one for them
If a call drops and you call the customer back you MUST ....
Re-Verify the account before discussing any information.
What are 3 out of 5 different potential security breaches?
•Lost or stolen keys
•Lost or stolen key card
•Computer work station breach, compromise, or infection
•User ID and password stolen, leaked, or unsecured
•Unusual or unexplained credit card transactions
True or False: Apple Watches are allowed on the call center floor.
False: Apple Watches are prohibited on the call center floor because they can record and hold information. That is a CPNI violation.
Give me 3 of 5 ways a customer gets notified about changes to their account.
•Password
•Account PIN
•Back-up Authentication for Forgotten Password
•Online Accounts
•Address on Record
What are 4 out of the 8 things you cannot notate on an account?
•Account PIN
•ZIP code
•Port-out/Transfer PIN
•Email address
•Social Security Number (SSN)
•Date of birth (DOB)
•Passwords
•Any payment card information
When does the permission end when speaking to someone other than the account holder?
When the call is disconnected or transferred to another department
Who does PCI DSS apply too?
Regulations apply to anyone who stores, processes and transmits cardholder data.
How many occurrences does a tardy count for, and how many does an absence count for?
•Tardy - 0.5
•Absent - 1.0
Who is the first line of defense for a customer's account?
YOU!
If there are multiple customers names on the account do they all need to verify?
No, only the caller speaking needs to verify their name on the account.
What could happen if account information is shared without first verifying the identity of the account holder?
•CPNI Violation
•Failed Audit (0 Auto Fail)
Name 3 company policies that we have to follow in order to perform best practice in supporting PCI Compliance.
•Building access
•ID badges
•Cell phones
•Other data capturing devices
What is the number you contact if you will be tardy, absent, or missing work for any reason ?
Call Out Line - 770-818-3823