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Notes

Aspect Schedule Editor Navigation Calendar

Comparison between Segment view and resolution view SV = Provides an overview of schedule with alike segments grouped together. RV = Provides a more detailed view with a breakdown of each individual segment. (This is the preferred view.)   Order of Segments Same time Segments - System assumes you are in the activity that is higher on the list. All day segments - System assumes

Requesting schedule changes Requesting time off Time off - is requested in schedule editor in the Your schedule edits section Add (+) Segment: add segments individually Add (+) Package: Group Various segments at once.

Selecting a time off code Code: Available codes are shown Description: Provides a description of each code Requires memo: Some codes may require a memo before submission

Click OK when done.

Adding Time Off Segment Code: Begin typing a time off code or click the search icon to search from a list of codes. From: Use the calendar icon to choose a start date To: Use the calendar icon to choose a end date. Days: Used for multiple day requests All day: Select if event lasts all day Start Time, Duration, Stop Time: Enter these details if the event does not last all day Begins: Used for partial day requests Memo: Optional description of request. Do not include any personal information. Add/Cancel

Single Day Time off Request *Always submit time off requests one day at a time *This prevents all days from being denied

Monitoring Time Off Requests Request Viewer Actions Request Statuses Official: This means that your request was approved and is now a part of your official schedule. Failed: This means that your request was not approved. Open: * Your request was submitted but has not yet been evaluated; or

Locating Request Viewer Navigation *Use the navigation header to view requests for the desired date. *You can also filter by group using the drag and drop feature. Overview Request Status: Overall States Pass or Fail Created Date: The date the request was created. Request Scorecard: List all of the rules that apply for the request Memo: Provides a summary of the request and a reason for denial, if applicable Manual Updates: Displays if the segment was updated manually by the admin

Knowledge Base Course What is the Knowledge Base?

Types of Articles Policy and Process Policy - Provides the business requirements on a procedure. Process - Provides step-by-step procedures to complete a service.

Audience - Specifies who the article is written for. Table of contents - A list of links that takes you to each section of the article.

Frequently Asked Questions FAQs provide answers to questions that the consumer may ask you during a call. Referenced and Related Articles Referenced Articles - A list of articles that are linked in the current article. Related Articles - System-generated articles that are affiliated with the current article based on keywords.

Best practices for locating an article *Keep it short-use keywords like "Security Freeze" or "Disclosure"

Navigation Icons Note- Calls out information that is helpful to know. Suggested Scripting - Scripting that can be put into your own words Required scripting - Scripting that must be read verbatim Equifax CARES - Information for treating the consumer with kindness. System Information - Helpful information about the system that is being used to complete the request Required Text - Verbatim Scripting that is typed into a text box Consumer Journey - A tip or visual or what the consumer is seeing on their end Alert - A Stopping point directing you to pause and complete an action before moving to the next step

C.2 Call Handling Customer Care

Lesson 1. Starting your day

Preparing to take consumer calls when you have your headset on and are in Ready status, there is a beep in your headset alerting you that a consumer is on the line and waiting for service.

Consumer calls are automatically answered. You must be attentively listening for the beep so that you are ready to speak to a consumer, if you fail to be alert to the auto answer, the consumer could hear background noise or side conversations.

Potential Call Paths for consumer calls IVR Resolution - Consumers request is resolved within the IVR. No Agent action is needed. Agent Resolution - If the IVR cannot resolve the request or the consumer wishes to speak to a representative, The call will be routed to an agent. Agent action is to follow the call flow.

Linking a Case in Salesforce Information Self-Populate - Consumer's information given in the IVR Populates to create a case in Salesforce. No agent action required Information Did not populate - Consumers information given

Lesson 2. Handling a Consumer Call Call Flow: Greet -> Inquire -> Authentication -> Escalate/Transfer -> Resolve -> Close

Greet: Inquire: Authentication Escalation or Transfer: Resolve: Consumer: Close:

Lesson 3: Top Call Drivers Disputes Security Freeze Password Resets myEquifax inquiries Fraud Alerts Sales

Disputes When an individual calls Equifax regarding a dispute, they may be calling about. *Initiating a dispute. *Checking the status of a dispute. *Adding a consumer statement to a dispute; or *Disagreeing with or inquiring about a final dispute result. A Dispute is the process by which a consumer notifies Equifax of potentially incomplete or inaccurate information on their credit report. as an agent, you are responsible for assisting a consumer with questions they may have about a dispute, carrying out the dispute process or providing updates on an open dispute case.

Security Freeze When an individual calls Equifax regarding a Security Freeze, they may be calling about: *Temporarily lifting a security freeze. *Permanently removing a security freeze *Placing a Security Freeze. Securify freeze is a restriction that prohibits a consumer reporting agency (CRA) from disclosing the contents of a consumer credit report to any person requesting the report with certain exceptions. as an agent, you are responsible for assisting a consumer with questions they may have about a Security Freeze or processing Security Freeze request (temporarily lifting, permanently removing or placing)

Password Reset When an individual calls Equifax regarding a password reset, they may be calling about; *Password reset for Lock and Alert *Password reset for myEquifax. *Username reset for myEquifax. *General login assistance. Product support includes providing log in or password resets. As an agent, you are responsible for assisting a consumer with questions they may have about resetting their password or username or general login assistance.

myEquifax Inquiries When an individual calls Equifax regarding myEquifax, they may be calling about: *Access to myEquifax; *Issues with the myEquifax platform; or *Technical Support myEquifax is a one-stop shop to help consumers with Equifax free services such as Security Freeze (credit freeze) Fraud Alerts and Disputes As an agent you are responsible for assisting a consumer with questions, they may have about myEquifax including troubleshooting technical issues.

Fraud Alerts When an individual calls Equifax regarding Fraud Alerts, they may be calling about: *Placing or removing a Fraud Alert; *A specific alert type (Initial, extended, or Active Duty); *General Questions about fraud alerts. Alerts notify credit grantors that the Consumer may be a victim of fraud and requires credit grantors take additional steps to verify the identity of the Consumer. As an agent, you are responsible for assisting a consumer with questions they may have about fraud alerts or processing fraud alert requests.

Sales When an individual calls Equifax regarding sales, they may be calling about: *Purchasing a transactional, or one-time, product *Purchasing a subscription, or recurring, product *Adding a product or upgrading a product or *Cancelling a product Sales of Equifax involves educating consumers on the different products and services available to them based on their needs. As an agent you are responsible for assisting a consumer with questions, they may have about purchasing or cancelling Equifax products

Lesson 4 - Call Queues All_Agents - Calls where the consumer did not make a main menu selection. This queue can contain all regulated types.

Lesson 5 - Documenting Consumer Interaction System Overview

RFC Authentication status Authentication Method Resolution Additional Assistance Sales

Salesforce - *Case details = Case Subject, Case Description , Reason for Contact, Case comment and Complaints CCMS - Contact Log

Completing a case in salesforce: Reason for Contact (RFC) A reason for Contact (RFC) is an internal notation that documents the interaction between you and the consumer in Salesforce An RFC is automatically created. RFC Assists other agent, QA Team members, and supervisor to understand why the consumer contacted Equifax.

Things to Remember about RFC's: *RFC's automatically added by OAD *Additional RFC's can be added *RFC's will be more specific *Document RFC's for complaint cases with no service requests and for Save/Sell/No Sale opportunities

Lesson 6- Consumer Call Experience Standards Hold Policy: Handling Hold Interactions Only place the consumer on hold if you cannot resolve the consumer's concerns (and you must obtain assistance from a coach or supervisor) and/or for the caller to be connected to a supervisor. Do not place consumers on hold for the following reasons: *Retrieving consumer information from the system *The system is running slowly Handling Hold Interactions: Consumer cannot remain on the line Handling Hold Interactions: Concluding the Call After Hold is Complete

Handling an Unresponsive Caller A consumer can be considered unresponsive if you have already established a connection with them and they then fail to respond to repeated attempts at further engagement.

Handling a Call That is a possible risk or threat Agents should not respond to any digital communication (such as an email or social media post) That is deemed to be a potential media public, relations, physical, employee, or security risk to the company This includes but is not limited to allegations of a data breach, bomb threat, murder, threat of terrorism and/or leadership

Threat indicator Code (TIC) A threat indicator code (TIC) is placed on a consumers file due to many reasons related to security legal, suspected fraud, celebrity/ political status or known disaster victim status. A current Equifax employee will also have a TIC on their file. Consumer files with a TIC placed on them may only be handled by Tier 3 agents or the Executive Disputes team. Highlighted blue flag indicator code TIC Credentials

Human Trafficking Block The process of suppressing or blocking items a consumer considers to be negative or adverse from their credit file when the consumer's request meets certain criteria As a tier 1 voice agent, if you receive a call regarding human trafficking your role is to empathize with the consumer and warm transfer the call to Tier 3 for further assistance

Handling a Call from Law Enforcement Sometimes, law enforcement officers, such as local or state police or federal law enforcement agents, call Equifax acting in their official capacity.

If a law enforcement officer is contacting Equifax in their professional capacity, refer them to Equifaxinvestigations@equifax.com If a law enforcement officer is contacting Equifax regarding an information request related to a subpoena, refer them to subpoenacompliance@equifax.com

Beware of Law Enforcement Impersonators Vishing or V-Phishing is a conference call where personnel from governmental agencies are impersonated to get information from a victim, Equifax may receive conference calls from groups claiming to represent governmental agencies. Protect against potential Vishing events by referring all callers claiming to be law enforcement personnel or government officials calling in an official capacity to the Equifaxinvestigations@equifax.com email address.

Transgender Name Changes LGBTQ+ community experience credit complexities after changing their legal full name as part of their transition. When an individual transitions and changes their name their original name becomes their deadname. The consumer's deadname is reporting as deceased When you encounter transgender consumers requesting to update their first or full name on their credit file, you will transfer the call to a Tier 3 Agent.

High periods of silence High periods of silence are defined as times in which you are not talking to a caller during a call. "Examples of High Periods of Silence include the following: *Silence of more than 10 seconds when you answer the phone. *Silence lasting 15 seconds or longer (without conversation or engagement with a caller) at any other point after greeting the consumer. To avoid uncertainty during possible periods of silence, let the consumer know that: *You are motivated to help them and *That, while they may experience some silence, you will regularly keep updated about how far alone you are in the process of helping them. Periods of silence that are greater than 15 seconds may create the impression that the call has dropped. You may use the suggested scripting below to reassure the consumer.

Providing the best consumer Experience for All Equifax and Americans with Disabilities Act (ADA) - the ADA is a civil rights law that prohibits discrimination against individuals with disabilities in all areas of public life, including jobs, schools, transportation and all public and private places that are open to the general public The ADA gives civil rights protections to individuals with disabilities similar to those provided to individuals on the basis of race, color, sex, national origin, age and religion. It guarantees equal opportunity for individuals with disabilities in public accommodations employment, transportation state and local government services and telecommunications.

How Equifax Assists ADA Consumers Providing ADA support - A consumer may request ADA support, when requested, the call may require transfer or use of the Language Line. Language Line - The Equifax language line is available when a consumer is unable to communicate in English and/or needs other assistance. Agents must remain on the line with the translator and the customer for the entire duration of the call. This line is available during normal business hours. ADA Compliant Credit Reports - Equifax Credit reports are available in ADA Compliant formats such as Braille, Audio and large print upon Consumer request

How to recognize consumers with impairments in the Equifax Systems Special flags are placed on a consumer's account based on the individuals special or unique situation that is documented for future reference. Special handling flags are placed on a consumer's profile indicating that the account is to be handled differently

The following are situations where special handling flags occur on a consumer's account: *Special handling consumers. *Vision impaired. *Protected consumers under guardianship or incapacitated *Minors under the age of 16 and *Consumers 65 years of age or older.

Handling a Call from a Consumer with a Hearing Impairment Assisting Hearing Impaired Consumers Equifax has a group of agents trained and systems specifically to assist hearing impaired consumers, Teletype (TTY) and Real-Time Text (RTT) are text-based communication systems that allow people who are deaf, hard of hearing or speech impaired to communicate by phone. TTY and RTT let customers access Equifax services and information. For hearing-impaired consumer or the representative of a hearing-impaired consumer who contacts you inquiring about Equifax's ability to assist hearing-impaired consumers, provide the TTY Phone Number: 866-478-0030

Handling a Call from a Third-Party Representative If a third-party calls Equifax on behalf of a consumer, you cannot access the consumer's credit file without authorization from the consumer. When making requests by phone the consumer must be present to authenticate and give permission for the third-party representative to speak on their behalf before you can help them with a request if the consumer is not present, the consumer must mail in their request. Having a representative is only acceptable under the following circumstances:

  1. The consumer passes authentication 2.The consumer gives their spoken consent to having the representative act on their behalf. 3.The consumer is not a protected consumer. Equifax must have documents to confirm the identities of the consumer the third-party representative and the representative authority to work on behalf of a protected consumer.

Handling Unprofessional, Vulgar, or Abusive Behavior In the same way that agents are expected to engage with consumer in a courteous and professional manner, Equifax expects consumers to maintain polite and professional conduct with agents, although this is not guaranteed on every interaction at no time should agents accept abusive, vulgar or unprofessional language or behavior from consumers. The following qualify as abusive, vulgar, or unprofessional language or behavior: *Abusive comments and behaviors include aggressive language or discriminatory remarks pertaining to race, sexual identity, religious affiliation physical or mental disability, citizenship status or country of origin. *Personal comments directed at agents are considered abusive. *Vulgar comments and behaviors make explicit references to the body or bodily functions including solicitations and threats. *Unprofessional comments and behaviors relate to topics other than the business processes with which agents are expected to help consumers, Consumer Inquiries about the person or personal information of agents are considered unprofessional

Call Handling best practices Five Call Handling Best Practices *Follow the Call Flow *Document all calls *Place consumers on hold only if you cannot resolve the consumer's concern (obtain assistance from a coach or supervisor)

Lesson 7 - Caller Persona Types Type: The Chatty Cathy An overly enthusiastic sharer who can't wait to tell you about their kids' soccer game, a doctors appointment. and why their credit score is lower than usual. How to deal? *Keep the conversation focused. Don't ask unrelated questions. Offer short yet but polite answer to questions. *Keep talking; Silence isn't golden here. *Stay friendly, focused. and positive. Type: Angry Al Angry Al calls you when he's already at the end of his rope. He tried everything and can't seem to find a solution. He's angry snappy and annoyed. How to deal? *Sympathy - these types of callers want an honest apology for the specific issue they are having. *Work efficiently and quickly; try to resolve an issue on a first-time resolution *Don't take it personally *Escalate to your supervisor if it becomes threatening

Type: Confused Cody The majority of calls will be this. They aren't angry or frustrated, just confused and trying to figure out what they need or have a general question. How to deal. *Be Patient and listen. *Consult your resources - use the KB for any questions you may have. *Avoid placing the customer on hold. *Explain processes and procedures *Set proper expectations.

Type: The Negative Nellie This caller drops passive aggressive comments about your product or service. They don't seem angry, but more like a disappointed parent How to deal? *Remain positive - Keep a smile on your face! *Confront the disappointment with tact. Resolve issues efficiently *Offer advice for avoiding issues in the future while avoiding sounding condescending.

Type: The Rude Rudi This caller is seeking to vent their frustrations. The caller may express unrealistic expectations for resolving their complaint or issue they are experiencing. How to deal? *Always use active listening to demonstrate that you heard the caller. *Allow the caller to finish their thoughts without interrupting before responding. *Don't take caller's rudeness personally - utilize de-escalation techniques to redirect the situation to assist the caller.

Type: The Pleasant Pat This caller is considered nice, although they may ask many questions. When it is time to give feedback on agent experience, this caller is likely to give positive feedback. How to deal? *Thank the consumer for their feedback. *Aim to stay professional. *Acknowledge their positive experience.

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HEADSET 2309-820-105 220116 00011953882

C.3 Call Management Customer Care Assisting Consumers, Providing Solution

Lesson 1 - From Call Handling to Call Management Call handling is a part of call management that involves the phone technology as well as how calls are answered, how calls are routed and documented. Call Handling includes: *Call Flow *Call Queues *How calls come to EFX *Answering Calls *Overall consumers experience expectations

Introduction to Call Management Call Management is the process of how organizations and businesses process, handle and track inbound calls. This includes how calls are routed to the appropriate team of trained agents. Within call management are the business standards and expectations for the caller experience. Our goal at Equifax our #1 Priority is to create an enhanced experience for our consumers and customers, Equifax touches the lives of millions of people every day, month and year to be a more consumer friendly CRA we must

Equifax Voice Our voice and brand personality should be infused into everything we do and say, Know what our voice is and isn't Confident: is trusted authentic, credible, upbeat, Isn't Boastful, Condescending, aggressive Dynamic: Is: Innovative, energetic and flexible. Isn't Forceful, reckless. Human: is: Personal, accessible, approachable, Isn't Overly Familiar or emotional Smart: Is: Creative, forward-thinking, proven. Isn't Difficult, abstract, theoretical

What is important to the Equifax Caller Priority issues in a consumer's mind:

  1. Clarity and Simplicity - Speak clearly, Avoid technical jargon.
  2. Waiting Time - The consumer's time is important. Watch holding time.
  3. Recognition - Consumers like to hear their name, Use it when appropriate.
  4. Sales - Make them a customer for life.
  5. Convenience - Strive for first call resolution.
  6. Delivery - Always follow through and do what you promised.

Privacy Preference: About Privacy Preference and Equifax Equifax has developed Privacy Preference options to be in compliance with these laws. While some of these options are available to residents of all 50 US States, others are available only to residents of the states that have passed the laws.

Privacy Preference Rights Equifax offers six actions for consumers to request regarding their privacy preference options. Three of these are available to residents of all 50 US States. The rights are: Right to opt in, Rights to opt Out or Right to Limit Use.

The other three are Only available to residents of California, Colorado, Connecticut, Florida, Montana, Oregon, Texas, Utah, and Virgia. The Additional rights include - Right to know/right to access, right to correct or right to delete

*Only Those assigned to the privacy preference queue and trained will take these calls.

Resolving each Consumer Call Meeting a caller's needs fully the first time they call is First-Call Resolution. What First Call Resolution looks like in action: *Assisting the consumer with the reason for their call you will take responsibility for resolving the consumer's reason for call. *If consumer has reached the wrong department, you will take responsibility for: -Advising the consumer that they need to speak with a specialized agent, providing them with the telephone number to the department and walking the consumer through the "Warm Transfer" process to the correct department.

Lessons 2. - Genesys Whispers What to do when a call connects Call Flow Greet - Inquire - Authenticate - Escalate/Transfer - Resolve - Close

Lesson 3 - Managing a consumer

Transfers and Escalations Transfer is when a call from a caller is received, and they need assistance with a product or service that you do not have access to. Escalation is when a case is worked to resolve (the callers need but are unable to do so due to a systems issue/error code, threat indicator code (TIC) on the caller's credit file, or the caller's need not being met.

Transfer Types Instant Transfer A Cold transfer is when you transfer the call but do not remain on the line and introduce the next agent to the consumer and their need/issue. Performing a cold transfer can make the consumer feel frustrated especially if the call does not connect properly or if the consumer has to repeat the need/issue again. Instant Conference A Warm Transfer is when you make the transfer call with the caller on the line and remain on the line when the next agent picks up the call. introduce yourself the caller and the consumers need to the next agent. this allows for faster more accurate service along with less frustration for the caller who has already explained their need/issue at least once.

Language Line Escalation Process Cases to Escalate TIC Files *Offline Files * Equifax Employee Files *High level escalation from supervisors *Full social security number updates *Full name change updates * Multiple ID changes *Minor child files *Bankruptcy disputes *Deceased consumer request *Daniels law requests *Name changes for transgender individual.

Common Consumer Cases that Require Escalation Fraud Billing Support Technology-Consumer

Fraud - A Consumer reports concerns of unauthorized access or any suspicious activity related to their myEquifax account lock and alert account or annualCreditreport.com *A phone agent believes that they are talking to a fraudster even though they authenticated as the consumer

Fraud escalation in salesforce are for issues related to access to myEquifax lock and alert and annualcreditreport.com and/or calls from a potential fraudster. Do not use this procedure when a consumer is disputing fraudulent information on their credit report.

Billing Support -

Technical Review - Escalate a case for technical review if a consumer state that a product has any issues of defects that you are not able to troubleshoot on your own.

What situation requires the agent provide a verbal disclosure?

Quality Assurance Customer Care Voice Tier 1

  1. Quality Assurance Overview
  2. Audits
  3. Suggestions for Success

Lesson 1. Quality Assurance Quality Important - 1. Highlight common customer issues and improve communication for a more consistent customer experience. 2. Increased compliance with service-level agreements that range from an average speed of answer to the percent of issues handled within the first phone call 3. Reduces risks of wasted time 4. Enhance Customer retention rates.

Equifax Values As One Equifax, We work as one aligned team while Doing the Right Thing by holding high standards in our audits, This Say/Do attitude of driving excellent execution allows us to put Customers First by aspiring to be our customers' first call, = One Equifax - Do the right thing - Say/do - Customers first

Agent Level Quality Assurance (QA) Areas 01 Non-Critical *Opening - *Call handling Processes *Communication Skills *Closinjg 02 Consumer Critical - *Impacts the customer experience 03 Business Critical - *Critical to the business 04 Compliance Critical - *Legal/regulatory requirements

Lesson 2: Audits *Customer Care Agents receive a minimum of four audits per month; you can receive more audits as your supervisor performs additional monitoring. *All agents will be monitored through the established call selection process: *Freshness - 90% of calls audited will be within 24 hours of interaction, 10% within 48 Hours *Duration of call > 90 seconds

QA Process

  1. Evaluation to assess accurate issue resolution and consumer service delivery
  2. Evaluation completed QA form in the Genesys Quality Tool
  3. Agent/Lead reviews feedback from evaluation
  4. Supervisor/Lead performs coaching if/where needed

QA Appeals Agent has 2 business days to discuss with supervisor --------- Team Lead/ Supervisor has 2 business days to review If Valid - If at any time during the appeals process the appeal is deemed valid the appeal will be closed as "valid" and the team leader / supervisor will change the quality evaluation in the system / report. If invalid - if the team leader / supervisor agrees with the evaluation, the evaluation results stand, and the appeal is closed as "not valid" with no intervention. if the agent disagrees with the decision the appeal is escalated to their site level Gauge (expert) to make the final determination, if the agent still disagrees, a final appeal can be escalated to the site QA manager / leader,

Lesson 3 - Suggestions for Success Suggestions for success Hector QA lead

  1. Active listening
  2. Organization
  3. Flexibility
  4. Learning Clevona - trainer
  5. Knowledge Base Articles as a guide
  6. Quality Experience on every call Patricia - QA Director
  7. Coaching sessions are excellent ways to provide continuous training and direct exposure to agent behaviors. 

Complaints What is a Complaint - is a written or verbal expression of dissatisfaction by a consumer about an Equifax product, service or practice.

Complaints may come in through the following channels: CFPB Portal - Better Business Bureau - Attorney General - Phone - Email

A Complaint Expresses Dissatisfaction Recall: A complain is a written or verbal expression of dissatisfaction by a consumer about an Equifax product, service or practice,

Dissatisfaction - is defined as the state of being unhappy, or the condition of being "displeased", "Discontent", "Unhappiness" "Anger", "Disapproval",or lack of satisfaction with an Equifax product, or Service

When handling a consumer complaint Remember to always show empathy when speaking with a consumer. use skills such as active listening conflict resolution and communication to de-escalate the situation.

How to Recognize a Complaint

Lesson 2 - Documenting a Complaint in Salesforce Comsumer Complaint with a Service Request When a consumer has a complaint along with a service request, you must also process their service request.

Unresolved Complaint Cases Unresolved consumer complaints are not left without processing. To provide support to consumers, you will take one of three actions:

Lesson 3 - Practice

S6.1 Sales Strategy: Intro to Product Sales

  1. Call Type Review Sellable and Non-Sellable Calls To Comply with legal restrictions and internal policies, Equifax has outlined the types of calls on which agents are forbidden from selling or upselling products to consumers. Sellable Calls - include interactions with a customer or consumer in which save, upsell and/or sell attempts are permitted and required Non-sellable calls - are interactions with a consumer in which save, upsell and/or sell attempts are prohibited.

Lesson 2. - Introduction to Product Sales Sales - Sometimes consumers will contact Equifax about product offers or because they wish to purchase a product. for sellable calls, you must attempts to sell upsell or save the consumer 100% of the time

Upsell - an upsell call is a sales technique where an agent invites the consumer to purchase a product to generate more revenue. this technique is always done after a regulated service request is processed. You are not to upsell a product to a consumer who already has a paid product subscription.

Cancel/Exchange - Equifax consumers are able to manage their product subscriptions using their myEquifax profile. However in some instances they may contact the Equifax contact center with questions about Equifax product offering or to cancel or exchange a product

Retention - A "Save" happens after receiving a call from a customer wishing to cancel an Equifax paid product and the customer care agent does one of the following. Convince the customer to keep their current product via product education.

UDAAP - Unfair Deceptive Abusive Acts or Practices

Lesson 3 Rule of product sales The first step in delivering the best service is to ensure that the consumers' needs regarding their Equifax credit file have been met before

Transition from service to sales requirements A call is sellable once you have met all of the consumers needs. Do not attempt to sell or recommend a product until the consumers service request has been addressed and summarized. Summarizing the consumers request may include the following: *Providing the confirmation number *Educating the consumer on any turnaround time frames associated with their request or *When initiating a consumer dispute providing the dispute status telephone number (866-349-5186)

Subscription product A Membership that allows a consumer to purchase or subscribe to a service for a specific period of time for a set price. Consumers typically commit to the services on a monthly or annual basis, while having the option to cancel at any time.

Transactional Product A product that may be purchased for a one-time charge. The consumer has access to this product for a period of 30 days. (Only a Complete Premier and Complete Family Plan)

VERBATIM SCRIPT!!! Now that we have completed your service request related to mention consumer specific request your confirmation number if applicable is/are confirmation numbers Since we have addressed your service concerns on this call i would like to take a moment to discuss Equifax products that offer a number of features that can help you better protect your identity and monitor your Equifax credit report

Lesson 4 - How to Offer Products H(ELP) O(FFER) T(RANSITION TO AGGREEMENT) Providing Help When assisting a consumer with questions or a request regarding their credit file, you may find that offering an Equifax paid product can further assist the consumer with their needs. Always keep in mind that the call needs to be sellable for you to make this kind of offer and that you need to resolve the consumers initial request before you can make the offer.

Offer - Educate consumers on the different products and services available to them based on their need. Solutions for sellable calls: Based on the consumers responses to your questioning and/or the information gathered from active listening you should make product suggestions that would satisfy their needs. Remember to be specific when speaking of the benefits and features of a particular product.

Transition to Agreement - Gain agreement on the product value and benefit to close the sale. Preparing to Close Call After identifying the consumers' needs offering a product solution to a consumer, it is time gain agreement. Take this 3-step approach to wrap up the consumer interaction and gain agreement. *Summarize one or more key needs the consumer has expressed. *Summarize how the offering meets the needs *Attempt to gain a commitment.

Lesson 5 - Product Orders in Salesforce:

  1. Consumer who does not have a myEquifax account or is partially enrolled in myEquifax.
  2. Consumer who is partially enrolled in myEquifax and

Reason for contact No Opportunity or Sale Opportunity All contact situations that are not clearly declined

S3. Cancellation Sales

  1. Introduction to Cancellation Cancellation is when a consumer forfeits their product subscription, abandoning any access to the product subscription and services. Consumers may cancel their product at any time either by phone or online via myEquifax, Consumers may contact Equifax in order to cancel one of the following: An annual subscription product A Monthly subscription product A Trial Offer A transactional product

Who can process customer cancellations? When customers contact Equifax to cancel a subscription to their Equifax product or exchange it for another product, trained Tier 1 Voice agents or the Billing Support Team can process the cancellation. If a Tier 1 Voice agent is not trained to handle these request they must warm transfer the call to the Billing Support Team.

Product cancellation Timeframes IF a customer wishes to cancel their product subscription, use the below table to determine the timeframe of the cancellations. Annual Subscription Product - Annual products are cancelled immediately. The customer receives a prorated refund for unused months Monthly Subscription Products - Agents must schedule the cancellation for the end of the current month's billing cycle Term of Use - If the customer purchases a product but does not agree to the Terms of Use, Then the product must be cancelled immediately Trial Offers - Free trial offers will be cancelled immediately Transactional Products - Transactional products, like 3-Bureau Credit Reports and Scores. are accessible for 30 days. There is no need to cancel.

Cancelling for Deceased Consumers Warm transfer any request for deceased consumers to a Tier 3 agent for handling

Lesson 3 - Introduction to Product Exchanges Product Exchange and Available Exchange Types An exchange for a product that is more expensive is an upgrade Product upgrades go into the effect immediately and the customer will be charged a prorated price for the new product. Prorated price. A prorated price is the price of the new product for the first billing cycle after it has been discounted with the value of the old product included the days in which the consumer will no longer have coverage during that billing cycle

An exchange for a product that is of a lower cost or free is a downgrade Equifax product subscriptions can only be downgraded to Equifax Core Credit in Salesforce. Product downgrades do not go into effect immediately. Customers with a monthly subscription will have access to the paid product until the end of that month's billing cycle before it is canceled. Note: Customers will not be given a prorated refund. Always attempt to save a call if you are permitted to do so.

Product Exchanges for Military Personnel When an existing customer with a paid product states that they are in the military, National Guard or Reserve you should *Offer Equifax Credit Watch Gold for Active-Duty Military, a free product for military personnel, If the customer decides to switch to Equifax Credit Watch Gold for Active-Duty Military and they were not previously offered the free product you should *Give the customer a refund for the length of time they paid for their original product *The customer paid product must be immediately canceled and *The free product should be ordered Military personnel are free to decline Equifax Credit Watch Gold and purchase a different paid product, However, the free product should always be offered first.

Lesson 4 - Product Exchange Procedure Consumers may wish to exchange their product either for another paid product or for a free one An Exchange for a product that is more expensive is an upgrade. Equifax product subscriptions can only be upgraded in Salesforce using the Manage Products functionality in the Active Products module on the consumer's Person Account Record page. The system will show all available upgrades will go into effect immediately. To determine if a consumer with an existing product is eligible

An exchange for a product that is of

More on Upgrades and Downgrades Upgrades Downgrade

Lesson 1 - Retention Background Retention - is the process of engaging existing customers to continue buying products from Equifax instead of cancelling, Retention offers are also known as "Saves"

When a customer calls because they want to cancel their subscription to an Equifax paid product. a save happens when the customer care representative either: *Convinces the customer to keep their current product via product education or *Successfully offers the customer a promotional code that applies a discount for a set period of time.

Customers who are enrolled in any Equifax product may contact Equifax and request to a cancelation. Paid products can include, but are not limited to: *Equifax Credit Monitor *Equifax Complete *Equifax Score Watch (Inactive Product) *Equifax ID Patrol *Equifax Complete Premier, and *Equifax Complete Family plan

When should you present a Save offer You should present a save offer to consumers who request to cancel their subscription product. If the customer agreed to a save offer, provide the appropriate verbal save disclosure. you should not present a save offer if: *A consumer objects to the offer. *indicates they aren't interested in the product or service offers, or *Indicates they don't want to hear about the product or service offers Do not make any further offers and proceed with the product cancellation.

Lesson 2 - Save Matrix Save offer matrix

Lesson 3- Handling Objections Handling Negative Responses A "No" response is defined as any customer response that is negative after you educate or attempt a save or sell. The call should be ended if the consumer objects to a sales or save offer, uses the phrase "hang up." or indicates that: *They aren't interested in the offer *They don't want to hear about a product or service: or *They want to end the conversation or call. Due to certain laws and regulations, you must carefully handle customers who express a negative reaction to an attempt to continue a call about, or to discuss options regarding a save offer or a sale.

Process of Handling Objections for Retention Step 1: Educate the customer about the features of their product Step 2: Acknowledge any objections Step 3: If the customer is not interested or displays, negative behavior, proceed with ending the call Step 4: If the customer is interested offer a second save attempt in the form of a discount Step 5: Proceed with closing the call.

Introduction to Credit Laws Regulated Services Voice Tier 1

Introduction to FCRA - Fair Credit Reporting Act FCRA Basics Regulates consumer information Provides guidelines for NCRAs for use of consumers credit information Outlines consumer rights regarding credit information Includes public records

FCRA Purpose - The purpose of the Fair Credit Reporting Act (FCRA) is to require NCRAs to adopt reasonable procedures that are fair and equitable to the consumer in terms of. *Confidentiality *Accuracy *Relevancy *Proper Use

Why is FCRA Important? Guidelines - Clear guidelines and expectations are provided to Equifax and the other NCRAs Protection - Consumers are protected from unfair practices related to their credit information

Your Role Follow the guidelines of the FCRA and the other U.S. laws related to consumer information.

Alignment with Equifax Values *Be leaders in Security and trusted data stewards. *Lead with integrity, and be personally accountable *Hold high standards in all our markets around the world.

What does the FCRA Civers? Access - to a consumer's credit information Accuracy - of a consumer's credit information Employment - A consumer's employment information

Access to Consumer Information Every consumer reporting agency (CRA) shall clearly and accurately disclose to the consumer all information in the consumer's credit file upon their request. Free Credit Report *The FCRA allows for one free credit report annually at no charge form each NCRA Permissible Purpose *A credit file can only be disclosed to a third party for reasons decided by the FCRA.

Accuracy of Consumer Credit Files The FCRA protects consumer by taking steps to ensure that the information contained in the consumer's credit file is accurate When the consumer identifies an inaccuracy on their credit report, The FCRA mandates that NCRAs must: *Reinvestigate the matter: *Track the current status and *Delete the item from the credit file within 30 days. All relevant information regarding the dispute is provided to the consumer.

Consumer Employment Information NCRAs must comply with regulations when compiling, storing and reporting employment information. The consumer must notified when: *Public record information about the consumer is reported to the credit grantor. *This notification must include the name and address of the firm to whom the information is being provided

Failure to comply with FCRA policies will result in fines and/or imprisonment enforced by the Federal Trade Commission.

Related Laws Equal Credit Opportunity Act (ECOA) This law ensures that credit decisions are based on objective criteria and that creditors do not discriminate against consumers for arbitrary reasons.

Counterfeit Access Device and Computer Fraud and Abuse Act This law requires that individuals must be authorized to access a computer and its information.

Fair Debt Collection Practices This law restricts the situations and actions that debt collectors use to receive payment from consumers, such as abusive, threatening behaviors and unfair practices.

The Fair Billing Act This law protects consumer rights related to billing errors. Billing errors include reporting an incorrect balance on the bill, adding unauthorized charges, failure to post a charge, and failure to send a current statement to a current address, among other things.

Fair and Accurate Credit Transactions Act (FACTA) This law provides additional protection to consumers who are victims of fraud or identity theft,

60 days report the billing report 30 days for deleting dispute report

R1. Authentication Regulated Services.

Authentication: Agent Tasks and Expectations Provide Customer Serice Authentication - is the process to confirm a consumer's identity. A consumer must pass authentication before an agent can provide specific information related to a consumer's credit file. Consumers must pass Authentication and/or verify identity via identity documents before an agent can assist with any account-specific need

How to explain the Authentication process to a consumer: Advise a consumer that you are going to ask a few questions to protect the confidentially of the credit file and to allso ensure that you are speaking to the rightful owner of the file.

Authentication vs, verification Authentication is how a consumer's identity is confirmed when the consumer contacts Equifax by phone. Verification is how a consumer's identity is confirmed when the consumer contacts Equifax by mail.

Lesson 2 - When to Authenticate a Consumer Determining if Authentication is Needed Authentication is required for all consumer requests that involve discussion of account-specific information. The requests include most of the Top Call Drivers. These consumers include: Consumers making request involving account-specific information on behalf of themselves. Representative of protected consumers requesting account-specific details on behalf of another. Protected consumers include parents guardians of minor children incapacitated adults or those who have appointed conservators.

When Authentication is Not Necessary Consumers do not need to be Authenticated when they call for general questions such as the following: Price points and features of Equifax products *How many products are there? *How much is Equifax Credit Monitor? *What's ID Theft Insurance? Hours of operation *How late does the call center stay open on weekends? *What time does the Office of Consumer Affairs open? Definitions for services *What is a Disclosure? *What is the difference between a Fraud Alert and a Security Freeze? Addresses for documents *I want to mail in a request. Where should i send it? *Where do i mail in documents for a Death Notice?

Lesson 3: Authentication Process Systems view CRM - Customer Relationship Management System Authentication Activity -> IVR authentication -> The agent will access consumer information Reason for call and consumer Authentication Status is documented here

Lesson 4 - Authentication Options and Statuses Authentication Methods IVR Authentication Agent Assisted One Time Passcode (OTP) Agent-Assisted Mobile Doc Verify Manual Knowledge Based Authentication ID Verification Documents

Agent Assisted Authentication: Mobile Doc Verify Mobile Doc Verify is an application that enables the consumer to confirm their identity using both a picture of their photo identification such as a driver's license and a real-time picture of themselves taken using a link that you will send.

Manual Knowledge Based Authentication (Manual KBA) Manual knowledge-based authentication (KBA) is the process of confirming the consumer's identity by requiring the consumer to answer questions about specific accounts on their credit file. The consumer must answer the questions within $500 USD of the amount reported by the system. You do not come up with the KBA questions yourself; They are generated automatically by the system.

The manual KBA questions can only be used with consumers that have a status of "Not Authenticated" in genesys IVR and were unable to be authenticated through OTP or Mobile Doc Verify.

Manual KBA is the preferred Authentication method for visually impaired consumers

The questions must be asked exactly as they are written in CCMS. Manual KBA can only be attempted once per phone call

Manual Knowledge Based Authentication is difficult and time consuming. Be sure to attempt using OTP and Mobile Doc Verification before attempting manual KBA.

Manual Knowledge-Based Authentication Questions Acceptable Answers Protecting the consumer's data is a top priority so understanding and accepting reasonable answers to the KBA questions makes the process less frustrating for the consumer, These answers do not need to be verbatim as listed in CCMS Remember: *Do not lead the consumer to the answer. *

Disclosures Lesson 1. Disclosures Basics What is a disclosure? Any disclosure of a Consumer report to the consumer to whom it relates, including the Annual report Disclosure. A consumer file disclosure is also commonly referred to as a "Credit report" or a "Disclosure"

A consumer report is information on a consumer that is recorded and retained by a NCRA that is used or may be used in a consumer report.

Summary annualcreditreport.com *a credit report is a summary of your financial history *it contains information such as mortgages you may have student loans and credit cards that may be in your name *Lenders use this information to make certain decisions about you *You can get a free copy of your credit report once a year from each of the nationwide consumer credit reporting agencies *Make sure to check your credit report regularly

EQUIFAX |Powering the World with Knowledge

what's in a Disclosure? Let's review! Personal or identifying information - This section of your credit report includes your name, address, social Security number, and date of birth. Credit Accounts - This section includes your current and past accounts as reported by your lenders and creditors. Inquiry information - This section includes information about companies that have reviewed your credit report. there are two types of inquiries: hard and soft Bankruptcy Public Records = Bankruptcies and related details about them such as the filing date and the chapter (type of bankruptcy) may also be shown on your credit report. Collections accounts - This section may include past-due accounts that have been turned over to a collection agency.

How long do items stay on a credit report? Highlights: *Most negative information generally stays on credit reports for 7 years *Bankruptcy stays on your Equifax credit report for 7- to 10 years, depending on the bankruptcy type *Closed accounts paid as agreed stay on your Equifax credit report for up to 10 years

Negative Items Late Payments: up to 7 years from the original delinquency date (the date of the missed payment) Collection or charged-off accounts: 7 years from the date of your first missed payment that led to the collection or charge-off status Other negative accounts: Up to 7 years from the date of the first missed payment that led to the negative status

Positive Items Active accounts paid as agreed: Remain on as long as the account is open, and the lender is reporting!! Closed accounts paid as agreed: up to 10 years from the date it was reported.

Where does the information in a Disclosure Come From?

Through information reported Through closed or non-reported accounts Information is reported by lenders and creditors This includes the types of accounts, dates those accounts were opened, credit limit or loan amount, account balances and payment history.

Some lenders or creditors may choose not to report an account to Equifax An account may also be closed and dropped off a credit report after a certain time period

Lesson 2 - Disclosure Request Getting Credit Reports on myEquifax Consumers may be interested in conveniently obtaining a free copy of the Equifax credit report through myEquifax. You may need to: A) Help a consumer request a copy of their Equifax credit report through myEquifax and B.) Troubleshoot some issues that consumers may experience when having difficulty ordering their credit report.

Reasons why consumers may request a disclosure *Adverse Action *State Free *State Reduced *Fraud or Extended Fraud Alert *Unemployed *Curiosity *Public Welfare Assistance *Annual Free

Types of Disclosure Requests - Free Disclosures Consumers can receive up to 6 free additional copies of their Equifax credit reports per year by creating a myEquifax account. Consumers can also go to AnnualCreditReport.com and access a free weekly credit report from Equifax. Experian offers identityWorks™ premium which includes quarterly updates on their Equifax credit report.

Exceptions - Disclosures Covid-19 Due to the COVID-19 pandemic, Equifax currently offers consumers the opportunity to request a free weekly disclosure.

Breach Settlement As part of the Equifax Data Breach Settlement, Equifax will no longer charge a fee to consumers for the first 6 copies of their disclosure each month until 2028

Lesson 3: Accessing a Credit Report Who can access a consumer credit report? *The individual pulling their own credit report or file for personal knowledge *Student Loan Providers *Landlords or Apartment Owners *Government Agencies *Banks *Utility Companies *Employers *Creditors *Insurance Companies *Collection Agencies

Requirements - Authentication Consumers (with the exception of Third-Party requests) are able to use any secure channel to authenticate themselves and provide a request reason in order to request a disclosure.

You cannot give any information out to a consumer who does not pass authentication. if a consumer is unable to authenticate, you are unable to provide any information until you can verify their identity. Giving out information to a consumer who is not authenticated violates the FCRA

Confirming a Consumer's identity if consumer fails authentication For consumers who fail authentication: submit documents

One document to verify the Social Security number (SSN) and One document to verify the current address *Note One document may contain both SSN and address

Third Party Consumers Description Third Party requests must be submitted via the mail channel due to required documentation. A third party is any person that is not the consumer.

To be Valid *A parent or legal guardian of a minor whose report is being requested and provides documentation of such (i,e, birth certificate, of minor, proof of adoption); *The executor or administrator of an estate and is requesting the report for the deceased and provides a copy of the death certificate and some documentation of the person's authority over the estate ;

Third Party Documentation Item to Validate the Third Party's identity one time from below is required Example: Driver's license State Issued ID card Passport Item to Validate that the Third party is the Consumer's Authorized representative one item from below is required Example: Birth Certificate of Minor A Court Order Power of Attorney Death Certificate Foster Care Documents

Deceased Consumers Third Parties who utilize a death certificate in order to obtain a deceased consumers report Disclosure must also provide Equifax with a copy of valid letter of testamentary or a copy of the order from the probate court showing the third party as an executor of the estate.

Lesson 4 - Requesting a Consumer Disclosure Channel Timeframe Delivery Method Phone, Mail and IVR ----------- 4 Business Days ---------------------- Mail myEquifax , AnnualCredit Report.com ----- Immediately --------------------- Online Version and IdentityWork Premium Walk Up ------------------------ Immediately ---------------------- Printed Version

Delivery Type The following delivery types are available through the American with Disabilities Act(ADA): *Large Print *Audio *Braille There is no additional fee for this service. Note: Equifax credit reports do not reveal the full social security number (SSN of a consumer by default) 

Mailing Disclosure Exceptions 01 - Discrepancies with consumers credit report must be resolved before sending 02 - A copy of a credit report must be sent to a United States consumer with an international address Phone agent should direct the consumer to mail in documents to verify their address.

Do not send if there are discrepancies with: *Current address *SSN or name The consumer must: *Be or have been a United States citizen *Provide proof of his or her last United States address. *Provide proof of the current foreign address and a copy of a social security card or another document to provide proof of the social security number

Lesson 5 - Processing Disclosures Genesys Queue

Lesson 6 - Receiving and Processing Consumer report Complaints What does success look like? You will be measured on if you successfully completed the disclosure request along with the following from Quality Assurance (QA) ;

Non-Critical - Includes opening, call handling, communication skills, and closing Consumer Critical - Critical errors, solve issue, resolution / next steps / Expectations, Professionalism Business Critical 0 Critical errors, documentation, sell or upsell save sale Compliance Critical - Critical errors, authentication, critical disclosures, EFX/FCRA/UDAAP policies

Complaints - A complaint is an expression of dissatisfaction or a written or verbal complain by a consumer about an Equifax product, service or practice.

Category: Agent, Company, Process, Website, Product, and other If you receive a complaint, document properly in Salesforce and warm transfer as needed.

Agents, team leads, supervisors and site gatekeepers should escalate to Tier 3 based on Equifax policy, or after attempting to research and resolve the consumer's concern. All complaints must be documented in Salesforce.

How to handle complaints If you receive a complaint related to a Consumer report Disclosure,

Lesson 7 - Consumer Disclosure Expectations What does a Consumer Receive with a disclosure? The Consumer will receive:

  1. Summary of Consumer Rights, or
  2. Copy of "Remedying the Effects of Identity Theft" if the consumer mentions that they may be a victim of identity Theft. Note: Disclosures may be sent in ADA formats (braille, audio and large print) or Spanish to accommodate the needs of the Consumer.

Disclosures with Other Requests Disputes - If the consumer is also disputing information on the credit file as incorrect, forward the request to the appropriate team for handling if you cannot process the dispute. Security Freeze - if a consumer is also requesting a Security Freeze, this request is to be completed before responding to a consumer's request for a copy of their Equifax credit report. Fraud Alert - if a consumer is also requesting a Fraud Alert, this request is to be completed before responding to a consumer's request for a copy of their Equifax Credit report.

Experian IdentityWorks Premium Disclosure Discrepancies Consumers may be concerned that information in their Equifax credit report received from Experian does not match information they find in their Equifax credit report received from another source. If you receive a call related to Experian IdentityWorks Premium and the consumer only requests help filing a dispute, ordering an Equifax credit report. or going over their Equifax credit report, then assist the consumer as normal If the consumer says that their information in Experian IdentityWorks Premium is different than what they are seeing on their Equifax credit report

Credit Report Discrepancies from Multiple Sources Equifax partners with various financial data providers who use Equifax credit file data to provide services to consumers. Some of the financial companies' consumers might ask Equifax about discrepancies include: *Credit Karma *Truist *Republic Finance *Bread *ODE Sometimes consumers may notice minor differences in their Equifax credit report depending on whether they view it through myEquifax or through a different financial data provider's app or website. This is because most financial data providers sync with Equifax systems on a real-time basis, so the differences should be minimal, However, if consumers notice differences, they may contact Equifax.

Security Freeze Regulated Services Voice Tier 1

Lesson 1 - What is Security Freeze A Security Freeze is a restriction that prohibits a Nationwide Consumer Reporting Agency (NCRA) from disclosing the contents of a consumer credit report to anyone requesting the report with certain exceptions.

How Does a Security Freeze Work?

  1. You place a credit freeze on your Equifax credit report.
  2. Your security freeze restricts access to your Equifax credit report for the purposes of extending credit in your name.
  3. When you want to apply for credit, you can temporarily lift or permanently remove your security freeze.

Channels to Request a Security Freeze Consumers make their request for placing, temporarily lifting, or permanently removing a Security Freeze by using myEquifax, phone/IVR, mail, or the walk-up window. Consumers must pass authentication before any Security Freeze request can be processed.

Process Restrictions Consumers are Not Authenticated *Consumers must verify their identity prior to making a security freeze request *If a consumer fails to authenticate, the request cannot be processed. The consumer must then mail in a request along with acceptable documentation to verify their name date of birth social security number and current address.

Consumers with a TIC Flag *A TIC is a Threat indicator Code that signals that a consumer is a high-profile individual *Only tier 3 Agents and the Executive Disputes team may handle these cases.

Consumer with No Credit File *A Security Freeze can't be placed when adult consumers do not have a credit file with Equifax. *Consumers must send in acceptable documentation so that you can perform a search for the consumer

Request made through other channels

Lesson 2 - Security Freeze Requests Security Freeze Requests for Protected Consumers Who is a protected consumer? A Protected consumer is a: *Minor under the age of 16 *Incapacitated adults *Adults who have a guardian or conservator appointed

What if the protected consumer doesn't have a credit file? if an authorized representative of a Protected Consumer or a 16-17 year-old consumer requests a Security Freeze but does not have a credit file, then Equifax will create a Thin File for them.

A Think File is a credit file created for consumers who do not already have a credit file as a result of a lack of credit history. Once the Thin File is created, Equifax will place a Security Freeze on the Thin File.

Security Freeze Limitations A Security Freeze does not prevent access to credit reports for companies that have a current account or relationship with the consumer or collection agencies acting on behalf of companies to whom the consumer owes.

Some credit grantors might extend credit after looking at credit reports from other Nationwide consumer Reporting Agencies (NCRa) or they might extend credit without consulting any NCRAs at all

Access to a consumer's credit report may still occur for a variety of reasons.

Who can still access a credit report when a security freeze is in place *Updates to current accounts *Court Orders *Fraud, Taxes, Unpaid Court Orders *Child Support Agencies *Credit Monitoring Subscriptions *Credit Report Distribution *Pre-Screening Offers *Employment, Tenant, or Background Screening *Underwriting of insurance *Identity Assessment

Security Freeze vs. Lock And Alert Lock and Alert is a free service provided by Equifax that allows Consumers to lock and unlock their Equifax credit report with a swipe on their mobile device or a click of a button on their computer.

Both a lock and a security freeze can help prevent unauthorized access to your Equifax credit report. The primary difference with Lock and Alert is you click or swipe to lock and unlock your credit report.

When to Use a Security Freeze or Lock and Alert. Fraud as a Reason For Security Freeze

Alerts Regulated Services Voice Tier 1

Lesson 1: Basics of Alerts Types of Alerts

  1. Initial Fraud - The alert notifies credit grantors that the consumer may be a victim of fraud and requires credit grantors to verify the identity of the consumer.
  2. Extended Fraud - This alert is for consumers who have been a victim of identity theft and have provided Equifax with valid documentation as well as explicitly requested the alert to be added to their file. These alerts require a potential creditor to contact the consumer to verify identity
  3. Active Duty - This type of alert notifies credit grantors that the consumer is a member of the U.S military and is currently on active duty and deployed.

Initial Fraud Alert Alert is requested by the consumer. an initial fraud alert is placed on the Equifax credit file upon consumer request.

Alert Lasts for 1 year. A consumer may renew an initial fraud alert before or on the expiration date.

Consumers may add a telephone number to the alert. A potential creditor may choose to contact the consumer for verification

Consumer is entitled to one free disclosure from Equifax while an alert is active. Send the consumer a disclosure if requested by the consumer within three (3) business days of request.

Extended Fraud Alert Extended Fraud Alerts are only for consumers who have sufficient documentation of Identity theft. Consumers must request the alert to be added to their file. The need for documentation means that extended fraud alert request can only be processed through the mail channel. consumer need to add a phone number to the extended fraud alert

Alerts last for 7 years consumers are not eligible to renew an Extended Fraud Alert without documentation

Consumers will also receive a 5-year promotional Block The promotional block excludes them from prescreened offers for 5-years

Consumer is eligible to request two additional free disclosure from Equifax while an alert is active. Send the consumer a disclosure if requested by the consumer

Active-Duty Alert Alert is for U.S. Active-Duty Military Members Active-duty military members may request this alert when they are serving

Alert lasts for 1 year. consumers with an active-duty alert on their Equifax credit files may assign an authorized representative to place or remove the active-duty alert on their file.

Consumers will also receive a 2-year promotional block. A promotional block excludes them from prescreened offers for 2 years

Alert Combinations A consumer may have multiple types of alerts on their file at the same time Alert types acceptable to combine

Initial Fraud Alert + Extended Fraud Alert / not acceptable Active-Duty Alert + Extended Fraud Alert / Acceptable Active-Duty Alert + Initial Fraud Alert / Acceptable

Lesson 2 - Alert request

Equifax Agent Actions Step 1 Authentication Properly Authenticate the consumer before accessing their credit file.

Step 2 Verify Documents (if needed) Verify that the appropriate documents for an Extended Fraud Alert have been submitted

Step 3 Place Alert and Confirm Provide the consumer with the alert confirmation number and tell them their rights, for example to receive a free disclosure.

Lesson 3 - Consumer Requests

Alert Limitations on Use of Information for credit Extensions Successfully placed Fraud and Active Duty Alerts notify third parties that the consumer does not authorize requests to: *Establish new credit *Extend existing credit, *Issue an additional card on existing credit account, or *Grant any increase in credit limit on an existing credit account, Unless the third party either has reasonable procedures in place to verify the consumers identity or takes additional steps to verify the identity of the consumer. For Extended Fraud Alerts the third party must contact the consumer prior to extending credit to confirm the consumers identity and authorization.

Third party alert requests Third Party requests:

  1. Must be from an authorized representative
  2. Must include a copy of a current Power of Attorney (POA) or other documentation that proves authorized representation (guardian or conservator)
  3. POA's must be a copy of the notarized original
  4. POA's must include wording to indicate that the authority has been granted to the representative in matters relating to "collections, moneys, financial transactions and/or credit transactions"
  5. Authorized representative must indicate the action requested, including the consumer's identification information 6.Authorized representatives must also provide their own identification information

Minors and TIC Alert Requests Minors (ages 18 and under) cannot add an active-duty alert to their credit file but can initial fraud or extended fraud alerts with proper documentation. Consumers with TIC flag requests are managed by the security team. if you see a TIC appear escalate to Tier 3 agents.

Other Restrictions for Placing a Fraud or Active Duty Alert on a Credit File Discrepancies with PII. Equifax will not fill an alert request if there are discrepancies with the current address, SSN, or First and Last name between the credit file and consumer profile in CCMS. These issues must be resolved before Equifax fulfills a request for an initial fraud, Extended fraud, or active duty alert.

Adult with no credit file. For adult consumers who do not have a credit file, a form letter must be sent for submitting identification documents.

Request through unsecured digital channel. Consumers who make a request through an unsecured digital channel (social media, email or chat) or service request through unsecured channels must be ignored. Consumers may only make valid service requests by mail, by phone or using myEquifax

Alerts vs Security Freeze Security Freeze and alert is a form of added security to a credit file SF - prevents potential lenders and creditors from accessing a consumers credit report with certain exceptions Alerts - Has an expiration date

Alerts by channel Channels available for alerts Initial Fraud - Mail, Phone, Walk-up window, IVR, Fax, or myEquifax Active Duty - Mail, Phone, Walk-up window, IVR, Fax, or myEquifax Extended Fraud - Mail

myEquifax Alert Channels You may also assist the consumer with adding alerts via self-service in myEquifax.

A consumer can add an initial (1-year) Fraud Alert or an Active Duty Alert to their credit file using myEquifax. However they are unable to update or remove a Fraud Alert using myEquifax.

Consumers can use myEquifax to update and remove their Extended Fraud Alerts. Remember, consumers can only mail their Extended Fraud Alert Requests.

When are Alerts Delivered? Alert requests in all channels will be processed within 24 hrs of receipt to the system

A confirmation is mailed to consumers within 5 business days after an alert is placed when the request was made by phone or mail

When an alert request is made in person or through myEquifax, consumers receive an immediate confirmation that the alert was placed

Placement, Delivery, Confirmation and Presentation Mail -----24 hrs ---- within 5 business days --- mail Phone --- 24 hrs ---- Withing 5 business days -- Mail myEquifax- 24 hrs --- at time of delivery --- online versionb walk up window - 24 hrs -- at time of delivery --- printed copy

Alert request confirmations may also be sent to consumers per request through mail in alternative formats such as braille, audio and large print to accommodate the needs of consumers through the Americans with Disabilities Act (ADA),

Lesson 4 - Alert Documentation

Documentation for Extended Fraud Alert Extemded Fraud Alert Documentation Consumer need to provide ONE of the following documents: *A valid FTC identity Theft report *A valid identity Theft Police Report *Valid evidence of a Consumer being a minor at the time of the Identity Theft

To place an Extended Fraud Alert, Consumers must mail their request and identification documents to: Fraud Alert Requests Equifax Information Services LLC P.O Box 105069 Atlanta, GA 30348-5069

FTC - Federal Trade Commission

Lesson 5 - Processing Alert Requests OAD Process - Adding a Fraud Alert

Authenticate - Check Case Progress Bar Initiate - Click Actions > Credit > Fraud Alert Fulfill - Complete the required information for add an alert process Review and Close - Review alert information submits and close the case

Automatic Fraud Alerts *Several Equifax products include this feature. *If the customer believes they are a victim of fraud, the customer can activate automatic fraud alerts, and Equifax will place an initial alert on the customers Equifax credit report. *Equifax will automatically renew the Fraud alert annually for the customer as long as they are subscribed to a qualifying Equifax product

Experian: P.O Box 9554 Allen, TX 75013, 888-397-3742 or www.experian.com Transunion: P.O Box 2000 Chester, PA 19016, 800-916-8800 or www,transunion.com

Lesson 6 -