Customer Verification

A highly detailed and professional illustration of a customer service representative assisting a customer over the phone, with visual elements representing security and verification like a lock, a security word, and identification documents.

Customer Verification Quiz

Test your knowledge and skills in customer verification processes with our engaging quiz! This quiz is designed to challenge you with questions about security protocols, verifying customer identities, and handling sensitive information effectively.

Whether you're in customer service or looking to enhance your skills, this quiz will help you:

Understand essential verification steps
Recognize procedures when security words are involved
Learn the appropriate actions in different customer scenarios

10 Questions2 MinutesCreated by VerifyingHero325

If the customer'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 customer.

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.

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.

John Wick has called in today because he needs help with resetting his password. His call came through as fully verified by the IVR. Based on this you can proceed with a password reset.

True

False

Tyler Perry has called in today because he has questions regarding his recent transactions. He came through the IVR as pending verification and has a security word on file of Pink Elephant. When you ask for his security word he tells you that he doesn't know his security word. What should you do next to complete verification.

Confirm if any cellphone update has occurred in the last 60 days to verify him using a one time passcode

Ask for a different piece of information to complete verification such as email address

Ask for four pieces of information to complete verification

Complete a KBA and 3 internal questions

Tell the customer to call back and try again

Customer Verification

Customer Verification Quiz

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