Surprise! Surprise!
What is PII?
Personal Identifiable Information
When you have an upset customer that wants to speak with your supervisor how should you handle the call?
Sorry there is not a supervisor to take the call. Place a complaint. If the call is to be escalated for FAQ make sure the breach supports escalations.
True or False
With a Fraud alert you notify one Bureau and they will notify the other 2 Bureaus
True
WHAT IS THE PURPOSE OF A “SECURITY FREEZE”?
A security freeze will prohibit a consumer reporting agency from releasing information in your credit report without your express authorization. The security freeze is designed to prevent credit, loans, and services from being approved in your name without your consent. However, you should be aware that using a security freeze to take control over who gets access to the personal and financial information in your credit report may delay, interfere with, or prohibit the timely approval of any subsequent request or application you make regarding a new loan, credit, mortgage, or any other account involving the extension of credit. Pursuant to federal law, you cannot be charged to place or lift a security freeze on your credit report. Should you wish to place a security freeze, you may contact the major consumer reporting agencies.
What is a fraud alert?
An initial fraud alert is a 1-year alert that is placed on a consumer’s credit file at no cost to the consumer. Upon seeing a fraud alert display on a consumer’s credit file, a business is required to take steps to verify the consumer’s identity before extending new credit. If you are a victim of identity theft, you are entitled to an extended fraud alert, which is a fraud alert lasting seven years. Should you wish to place a fraud alert, you may contact the major consumer reporting agencies.
How long does it take corresponds in the mail for offline?
7-10 Business Days
True or False
When you read disclosures they should be read verbatim
True
To answer credit report, site navigation cancel or unlock membership toy should complete what type of verification?
Initial Verification - V3/IV
What are the 5 alerts that you will get with ID works membership?
New address, New hard inquires, New public records, and Potentially negative items
What should you advise a customer that is calling in about SSN on Dark Web?
Recommend the member places a fraud alert immediately. Recommend the member views a copy of their latest credit report to confirm no fraudulent activity has occurred
True or False
When you have a translator on the line you should stay with the interpreter
True
Before releasing information out of an account, what is needed?
Security Verification - V5/SV
What is advised when a customer states Email Address Compromise?
Recommend the member resets their password for their email account along with any other account associated with the email address.
Encourage your member to have a lengthy password
Use a different password for every site
What is advised when a customer states Phone Compromise?
Advise customer to be care providing PII over the phone.
Advise agent to place number on donotcall.gov or Call toll-free 1-888-5-OPT-OUT (1-888-567-8688
How can a member place a Security Freeze?
http://www.experian.com/freeze
or
Contacting the 3 Bureaus
Customer need to be sure to freeze all 3 bureaus.
When you hear background noise what should be stated
“For quality purposes, this call may be
monitored or recorded” Before we continue Do I have
your permission to continue with this call
What should be said on every call to verify a customer or to address customer by name or to collect PII?
"For your Protection"
How long should it take for you to say your greeting?
3 seconds
When a call comes in and you are not able to hear a caller you can disconnect.
False
I am sorry I cannot hear you, can you hear me?"
(no answer)
"I apologize I cannot hear you if you can hear me I will stay on the line for about 1 min..." (watch your time)
After the 1 min and no response
"If you can hear me it has been about a min and I will be disconnecting due to no response, please call us back and the next representative will be able to assist you. . . "