Data Protection - Caller ID Verification

LET'S TAKE A LOOK AT DATA PROTECTION

Caller Verification Process

Data Protection and Caller Verification is very important and we must adhere to our agreed process to keep our customers' data safe.

• The Caller Verification Process is mandatory and the following slide will confirm the information you, as the agent, will need to request from the caller
• Calls undergo evaluation and it's during these evaluations that the Quality Assesor/Performance Coach determine whether the Caller Verification Process has been followed
• Failure to complete Caller Verification will result in performance review and disciplinary action

Start

CALLER VERIFICATION PROCESS

PASSWORD

Does the customer have a password on the account (RAG notes), if so, this is to be requested. If not, please advise them we believe they should have one for security reasons and you can set this up with them

NAME OF BANK

The caller SHOULD be able to give you their account number

What is the name of the bank that we take payments from? You can also ask for the last 2 digits of their bank account number

CONTACT DETAILS

Email and telephone number Do any of these need updating?

BILLING/SITE ADDRESS

Full address to be requested

Business Name

If you have confirmed all of these and all details given to you are correct, you may assist the caller

broker?

WHO ARE YOU SPEAKING TO?

Is there an active LOA on the account?

NOT NAMED? CLICK HERE!

Is the caller a named contact?

WHAT IF THE CALLER IS NOT NAMED?

IT'S A LIMITED COMPANY

IF THE NAMED CONTACT HAS LEFT THE COMPANY OR PASSED AWAY?

If the company is a LTD company, the caller is still required to be named and pass the verification questions

IS THE NAMED CONTACT AVAILABLE?

If the contact has left the company, we require an email from the primary email address on the account, or same domain confirming this. If the main contact has passed away, we would require a copy of the death certificate

Do not give the name of the main contact on the account If the named contact is available and can answer all of the Data Protection questions, you can ask if they would like the caller to be added onto the account

IF THE NAMED CONTACT ISN'T AVAILABLE?

Advise the caller that the main account holder will need to contact us to get them added onto the account. This can be done either via phone or email (the email MUST come from the primary email we have on the account)

THE CALLER IS A NEW TENANT?

If the caller is someone that has just moved into the property we supply, you can raise a change of tenancy. No information about the outgoing tenant's account is to be discussed