LS Customer Verification Quiz
LS Customer Verification Challenge
Test your knowledge and skills in customer verification processes with our engaging quiz. Perfect for professionals in customer service or anyone looking to brush up on their security protocols!
- 10 multiple-choice questions
- Assess key verification information
- Learn best practices for customer interactions
If no security word is on file only 4 pieces of information is needed to verify and assist the borrower.
True
False
What is the first piece of information you verify?
Date of Birth.
Primary E-mail.
Security Word.
Mother's Maiden Name.
If the borrower's cell phone number has been updated recently and they fail the 4 pieces of information for verification. You can proceed by performing only the KBA and if the KBA passed. You would assist the borrower.
True
False
The customer has emailed a recent selfie and images of their identification with no additional details in the email chain. When you call the customer back to attempt authentication the customer does not give you a security word attempt but tells you they don’t know their security word. What is the next step you should advise the customer:
You should advise the customer to submit a notarized letter that advises their request and any information they need to be updated such as security word or hint.
You should advise the customer to send an email advising any information they need to be updated with the images of identification and selfie and a representative will contact them within one business day of receipt of their email to reattempt authentication.
You should proceed to attempt authentication with four other pieces of information
You should proceed to attempt KBA to authenticate the customer.
If security word is not on file or if the security word was failed, you do not have to instruct the borrower to update it.
True
False
We can update a customer’s security word for an active account once we have received all the required documentation.
True
False
A customer calls in from a number that is not on file for their account and advises they are locked out of online banking. You see that the customer recently emailed a selfie and driver’s license and advised they need to update their contact information in the email request. What is the next step you should advise the customer:
Advise the customer that they will need to send a notarized letter to request updates to their contact information.
Proceed to perform KBA and on passing send password reset link. Advise customer how they can complete updates to contact number in online banking as referenced in their email request.
Advise the customer that you will need to disconnect the call and call them at the number on file for the account. Disconnect the call and perform updates to contact information as requested in email. Call customer back to updated number on file to complete verification and KBA before sending a password reset link.
Confirm to the customer that you see their request and that a representative will update their information and call them back within 24 business hours to further assist them.
The customer has emailed a selfie of them holding their identification because they are locked out of online banking. The customer has advised you in the email that the name on their ID is different than what is one the account because they recently got married. What is the next step you should perform
Advise the customer to complete the form “Name Change Request” and submit the additional documentation referenced with the form so that we can further assist.
Ask the customer to submit a notarized letter that details their request and any updates needed to their account.
Advise the customer they will need to submit a secure message to request a name update on their account.
Call the customer to attempt KBA so that reset email can be sent.
Look at the image displayed above. How would you proceed?
Procced by asking for the security word.
Procced by assisting the borrower.
Procced by requesting 4 pieces of information.
Proceed by requesting a Selfie+ ID submission.
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