Fraud Identity PR/BI Qiuz

The agent got disconnected from the caller but prior to that, he was not able to get a BCN, therefore, he did not call the customer back. Did the agent commit a BI Error?

• No, because there was no BCN and no permission obtained to call the cm back.

• Yes, agent should have reached out to UM/GURU to get the ANI and attempt to call the customer back, unless it's TETC.

The primary cm called to clear an ID concern on his account but passed the phone to his wife, because he was feeding his dog. The agent obtained permission to discuss the account with the wife. To complete Enhanced Verification via Intellicheck, is the agent required to speak to the primary customer again?

• Yes, Intellicheck, and all other EV, should be completed with the primary customer only.

• No, because the agent was already able to get permission from the primary to discuss the account with the wife.

The Authorized User keyed in the account number of the Primary via VRU. Upon getting connected to the agent, she said she needed to get a replacement card. What should the agent's next steps be?

• Jump to IRIS and open the AU's account, process the card replacement.

• Jump to IRIS and ask for the primary cm if Step Up Authentication is prompted.

• Refresh Empath to search for the AU's account number and process the card replacement there.

• Ask for the primary cm because it's their account that pulled up in Empath, then process the AU's card replacement in IRIS.

The customer called on April 25th to clear an ATO case. How far back should the agent check in the system if there were any changes made on the account? Provide the exact date (MM/DD/YY)

The customer did not have a Driver's License nor a State ID. The agent proceeded to completing OBV and the customer provided a landline number. The following are acceptable Lexis Nexis results that the agent can consider before performing OBV, except for one.

• Phone number is DA, with same last name and address as customer's, seen at least 6 mos since the first seen date.

• Phone number is Combined Phone Sources, but the account has been opened for more than 1 year and the number was add in the account 6 months ago.

• Phone number is Possible Wireless and has the same full name of the customer.

• Phone number is not DA, but verifies to the customer, also seen via Reversed ANI search (past 90 days)