WorksheetsData Protection and ID&V HUBB
Total questions: 9
Worksheet time: 9mins
Data Protection and ID&V
Who’s responsibility within the business is it to adhere to the Data Protection Act ?
Team Manager
Senior Managers
The Customers
Everyone within the business
When completing ID&V which check is Mandatory?
Customers Full Name
Customers Sort Code
Policy ID
Agreement ID
How many checks need to be completed on an Inbound call?
None
Three
Two
One
Name 3 verification checks
Agents Name , Team Managers Name , Agents Full address
Team Managers Full Address , Customers Full Name , Agents Date Of Birth
Sort Code and Account Number – 1st line of address & Postcode – DOB – Password – email address- IMEI
Account Number , Agents Date Of Birth , Team Managers Full Name
If a branch agent calls to talk on behalf of the customer, what 2 pieces of information must you capture from them? Also, where must you capture this information?
Customers Full Name and Bank account Number
Bank agents Full Name and Customers Full Name. Capture this information in Notes
Branch Agents Full Name and Password . Capture this information in Notes
Bank agents Full Name and Branch Sort Code. Capture this information in Notes
Before you call a Dunfermline agent, what verification process must you follow?
Send your signature e-mail
Call Dunfermline and ask the agent to confirm the password
Call through to Dunfermline and confirm your Full Name
Complete Full ID&V with the agent
What necessary checks need to be carried out, if you get a call from a Third Party i.e. HBOS customer relations, AXA & SPB team?
Also, where must you capture this information?
Agents Full Name & Matrix Password
Policy Notes
Customers Full Name & Matrix Password
Policy Notes
Agents Full Name & Bank Account Number
Policy Notes
Agents Full Name, Customers Full Name , Bank Account Number
Policy Notes
Policy holder’s son has called who isn’t named on the policy. He would like to make a claim on behalf of the policy holder. What necessary checks would you need to completed with him?
Complete full ID&V
Ask for the password from the Matrix
Politely explain that you cannot speak to him as he is not the policy holder and that the policy holder will need to call us to log the claim.
Pass him through to MPI to log the claim
Bank agent calls to log a claim on behalf of the customer. What necessary checks would you need to complete with the Bank agent ?
Complete Full ID&V with the Bank agent and then transfer the call through to MPI
Take the Bank agents Full Name and Branch Sort Code, complete full ID&V with the Bank agent and then transfer the call through to MPI. Note the policy
Explain to the Bank agent that only the policy holder can log the claim
Transfer the call through to MPI without completing the necessary checks as it is the Bank calling
