AGENT TASKS AND EXPECTATIONS

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.
- is how a consumer's identity is confirmed when the consumer contacts Equifax by phone

Verification - is how consumer's identity is confirmed when the consumer contacts Equifax by mail.


WHEN TO AUTHENTICATE A CONSUMER

1. Determining if Authentication is needed

- Consumers making requests involving account-specific information on behalf of themselves
 - Representatives of protected consumers requesting account-specific details on behalf of another.
- Protected consumer's includes parents, guardians of minor child, incapacitated adults, or those who have conservators 

WHEN AUTHENTICATION IS NOT NECESSARY
- Consumers do not need to be authenticated when they call for general questions such as the following:

1. Price points and features of Equifax products
2. Definition for services
3. Hours of operation
4. Addresses for documents


SYSTEM USED IN AUTHENTICATION

Genesys - IVR Authentication

Salesforce - The agent will access consumer information. Reason for call (RFC) and consumer Authentication status is documented here.

Equifax - The agent will use Authenticate consumes based on specific instances. Manual Knowledge Base Authentication.


AUTHENTICATION METHODS

IVR Authentication
Agent-Assisted: One-Time Passcode (OTP)
Agent Assisted: Mobile Doc Verify
Manual Knowledge Based Authentication
ID Verification Documents



CONSUMER AUTHENTICATION STATUS

1. Pass Authentication
2. Not Attempted Authentication
3. Failed Authentication

If Consumer pass the IVR authentication 
- The agent only needs to ask for their first and last name

If Consumer is not authenticated or failed authentication 
- Agent should attempt to authenticate the consumer. Information we need to ask from consumers:
- Name/SSN/Date of Birth/Address/ Email/Phone number


AGENT ASSISTED AUTHENTICATION

One Time Password (OTP)
is a short code generated by the system and sent to the consumer via either Email or phone (SMS messaging).


MOBILE DOC VERIFY
- Is an application that enables the consumer to confirm their identity using both 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.
- Mobile Doc is not the same with Mail Documentation


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 $d500 USD of the amount reported by the system. You do not come up with the question yourself, they are generated automatically by the system.