Our incoming phone calls are now recorded and the contact center is wanting to make some changes regarding member requests via phone. The thought is the member's 'voice' is now a 'signature'. With that thought process, some of the mgrs are wanting the staff to update phone numbers, mailing address, email address, enroll in eStatements, order replacement Visa debit/credit cards (using address on file), and transfer to 3rd party accounts internally. The staff would use current verification guidelines and would be asked several out of wallet questions (caller/member would need to answer 2 correctly in order for the transaction to take place.)
Out of Wallet questions provided:
- How much is your direct deposit for?
- What is the most recent loan you applied for?
- What is the payment amount on your auto loan?
- What was the last debit card transaction on your account?
- What was the last automatic withdraw?
- What was the amount of the last deposit?
- When was your account opened?
- What branch did you open your account at?
- What was the last time you logged into your online banking account?
- What state was your driver license issued?
- What ID did you use to open your account?
- What is the last 4 of your DL number?
I'm being told other CUs do this and I just wanted to reach out to this group to find out how many other CUs, who record calls, assist members with these type of transactions. For those that do, how is the caller verified? Do you use these same type of questions?
Thank you.
Heidi
