Professional Documents
Culture Documents
Authentication Process
As part of the Risk Team Initiative and in an effort to protect CH Accounts against fraudulent activity. RushCard has decided to change and reinforce their CH authentication process
Initial Authentication
IVR Verifies 16 digit card number and last 4 digits of the SSN CSR Verifies last 4 digits of card number and last 4 digits of SSN If the caller is unable to verify this , educate caller that you cannot continue the call at this time ( NO card block needed)
Initial Authentication
If cardholder is able to provide last 4 digits of card and SSN. Continue by verifying Customers Full Name and ANI. If the ANI matches you may continue with the call. If caller is calling about lost card and unable to provide last 4 of card #, then you can proceed to level 2 authentication.
i. -
i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. - Contact made and Customer verified caller holding or is the same as caller holding. - Ask one different questions that was asked the first time Secret Question
- Security Questions - Source of Last Deposit - Plastic Type - VT (Pass 1st attempt) ii. If CH passes continue with call iii. If Fail Educate that docs are required ( DL or ID Card, SSN Card and POA last 30 days.) BLOCK CARD iv. Notate TSYS
i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. - Contact made and Customer does NOT verify caller holding on the other line. - Verify recent activity on the account and if there any charges that need to be disputed . Complete dispute form. (Card will be blocked and replaced). - If there are no dispute charges , card must still be replaced. - Add security question to account - End call with true caller - Or Educate Caller that you are unable to assist them further at this time. - Notate TSYS