Customer Verification
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
If no security word is on file only 4 pieces of information is needed to verify and assist the customer.
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 KBA has failed you can attempt again.
No. Proceed by requesting Selfie + ID to be submitted.
Yes.
Yes. Only if it timed out.
No. Proceed by asking for the security word.
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.
If security word is not on file or if the security word was failed, you do not have to instruct the customer to update it.
True
False
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
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