ID Verification

In response to the question "What is the amount of a recent deposit into your account?" the caller states that they only have an auto loan with the CU. The next question asks "If you have made a recent purchase, what was the dollar amount?" Would we ask this question or select Not Visible?

Yes, we would ask the question.

No, we would select Not Visible.

The caller provided an incorrect answer in response to the question "What is your email address on file?" What would we do next in this case?

We would ask "Would we have anything different on file for you?"

We would fail the question and move on.

The caller has the following accounts under their membership: Primary Savings, Checking, CD and a Credit Card. The verification question asks "What is the amount of your monthly loan payment?" Do we ask this question?

Yes

The caller's name on file appears as "Jane Smith-Walters". When we ask how their full name appears on file, they state "Jane Smith". What would we do next?

Pass the question.

Fail the question.

Ask "Would your name appear any differently on file?"

The date is the 30th of the month. The verification question is "If you had a recent deposit, what day did it post?" The caller provides an answer of "The 12th of this month". What would we do next?

Pass the question because the caller did have a deposit on the 12th.

State "I am looking for a deposit made within the last 15 days".

We are speaking with the joint account holder. The following accounts are under the membership: Primary Savings, Checking, Credit Card, Auto Loan. The joint account holder is joint on the following accounts: Primary Savings, Checking, Credit Card. The verification question is "What is the amount of your monthly loan payment? (Only ask this question if there is a loan on file)". Do we ask this question?

No, we would select Not Visible.

Yes, we would ask this question.

The date is August 25th. We ask the verification question "If you have a loan with us, what is the date or amount of your last payment?" The caller responds with "June 15th, $300.00". This is the last payment reflecting on the loan. What would we do next?

Pass the question.

Ask "I would be looking for a payment made within the last 15 days?"

Fail the question.

The caller only has a business account with the CU. The options under "Who are you verifying?" are as follows: Primary Account Holder; Joint Account Holder; Estate Account; Trust. How do we proceed?

Select Joint Account Holder because the caller's name is showing in the Joint Account Holder section in SL.

Select Primary Account Holder.

Advise the caller that we cannot assist.

Access the ID Verification KB to see how we proceed.

The caller's name on file appears as "Jonathan Smith". The caller provides their full name on file as "Jon Smith". How do we proceed?

Fail verification.

Continue with verification.

Ask if their name would appear any differently on file.

The caller's name on file appears as "A. Smith". The caller provides their full name as it appears on file as "Allison Smith". How do we proceed?

Continue with verification.

Fail verification.

Ask if their name would appear any differently on file.

The verification question asks "What was the funding amount of your loan? (Leeway of $1,000)" The caller provides an answer of "Between $10,000 and $13,000". The funding amount for the loan was $12,000. How do we proceed?

Pass the question because $12,000 is within the range they provided and $13,000 is within the $1,000 leeway.

Fail the question because the range is too large and $10,000 is outside of the leeway.

Ask them if they have a more exact estimate for the funding amount. If not, fail the question.

The caller has the following accounts under their membership: Primary Savings, Checking, Mortgage. The verification question asks "What is the due date of your loan with us?" Do we ask this question?

No, all mortgages are typically due on the 1st of the month.

Yes, we can see the due date so we should ask this question.

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