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Customer Verification Process

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Customer Verification Process

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(1)
Learn the steps to verify customers effectively.

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About Slideshow
11 times made

Created by

Nery Solorzano
Nery Solorzano
Guatemala
This game is a version of
Customer Verification Process

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Customer Verification ProcessOnline version

Learn the steps to verify customers effectively.

by Nery Solorzano
1

Introduction to Customer Verification

The Customer Verification Process is essential to confirm the identity of our clients. It helps prevent fraud and ensures compliance with regulations.

2

Why is Verification Important?

Verification helps to protect Amerant and customers by reducing risks of identity theft, fraud, and illegal activities.

3

How can you prevent fraud?

You must always keep alert for possible red flags:

4

What must you do if red flag was detected?

Ask to supervisors, SME or FPU Atento the steps to take. (Asking for enhanced verification).

5

How to ask each question? Level 1

Below, we present you the way you can ask each question to the customer to avoid confusion. This is the question you need to ask depending on the items you choose. Questions are shown in English and Spanish. Questions are listed in the suggested order.

6

How to ask each question? Level 2

Reminder: For any level question, if customer fails to answer it (provides you a partially correct answer, does not provide you an answer or provides you an incorrect answer), just mark the question as failed and don’t ask things like: are you sure? Do you have another one? Please check that the information you are providing me is correct. This counts as verification failure.

7

Reminders

Caller must always be asked to confirm their full name to start the verification process.


You must always fill out the verification pop up when doing verification.


If customer provides you information proactively you cannot ask or use that information during verification, you must ask for information not provided previously.

8

OLB Compromised

Whenever OLB is compromised remember to complete the following steps:

  • Proceed with NCP.
  • Open ALERT > FRAUD ALERT case.
  • Disable user.
  • Request mirror account.
  • Proceed with payment dispute accordingly to the scenario.
  • END ACTIVE SESSIONS.


END ACTIVE SESSIONS: whenever OLB is reported as compromised remember that the first steps to take are Disable OLB and End active sessions, this to prevent fraudulent activity, end active sessions is a new option and it will be added to your WebAdmin profile as soon as possible.

9

Knowledge check

Please complete the following test:

Verification Refresher

10

Conclusion

The Customer Verification Process is vital for secure and trustworthy business operations. Following these steps helps ensure compliance and safety. Thanks for your attention.