AGENT TASK AND EXPECTATION

Provide customer 

Authentication
- process designed to confirm a consumer's identity
muss pass Auth, and identity before
How to explain the Authentication
Advise the consumer that you are going to ask a few questions to protect the confidentiality

Authentication vs. Verification
Authentication is how a consumer's identity is confirmed when the consumer's contact Equifax by phone
Verification is how a consumer's identity is confirmed when the consumer's contact Equifax by Mail

Auth is required for all consumer requests that involve discussion of account-specific information
- Consumer making request involving account-specific information on behalf of themselves.
- Representatives of protected consumers requesting account-specific details on behalf of another
- Protected consumers included parent's guardian of minor children, incapacitated, or those who have conservators

Authentication Not Necessary
- Price points and features of Equifax products
- Definition of services
- House of Operation
- Addresses for Documents

SYSTEM USED IN AUTHENTICATION
Genesys
- IVR
- (consumer + agent)
Salesforce
- agent will access reason For Call (RFC) Agent
- Agent
Equifax
- The agent will use Authentic consumers based on specific instances
- Agent

Hierarchy in Authentication Methods
- IVR Auth
- Agent Assited (OTP)
- Agent-Assisted Mobile Doc Verify
- Manual Knowledge Based Auth
- Id Verification Documents

Not Auth
- Name
- SSN
- Dob
- Address

Additional for not passing Auth
- Active email
- Phone Number

Failed Auth
Discrepancies exist 

INITIATE AUTHENTICATION IN SALESFORCE OAD


MANUAL KBA
- Consumer must answer the questions within $500 of the amount reported by the system.
- Question must be asked exactly as they are written in CCMS and can only be attempted once


LIST OF ACCEPTABLE DOCUMENTS
Consumers' Full Name
Consumer's SNN
Consumer's Date of Birth (DoB)
Consumer's Current Address