Customer Service Standards

Identification and Verification (ID&V)

Start

By the end of this module, you will:

• Understand why ID&V is critical.

• Perform ID&V for customers, authorised third parties, third-party companies, and retailers.

• Apply escalation rules when verification fails

What is ID&V?

Definition: “Identification & Verification ensures we speak only to authorised individuals.” Risks of failure: Fraud, data breach, regulatory penalties.

Why ID&V Matters?

Protects customer data

Ensures compliance with regulations

Prevents fraud

Completing ID&V with a Customer.

To verify a customer, start with three primary questions. Turn the cards over to reveal the question

First line of address and postcode.

Question 1

Question 2

Question 3

Date of Birth

Full Name

If any are incorrect, ask two secondary questions. Never tell the cusomer which answer was wrong—this is considered tipping off.”

What are secondary questions ?

Yes - They passed ID&V

Great ! - If they have been answered correctly then the customer has passed ID&V and you may continue to discuss the account and help the customer with the required outcome.

If additional questions were required because of incorrect information in the system (for example, the date of birth shows as 03/05/1864 instead of 1964), and the customer successfully passes ID&V using the secondary questions, you must update the incorrect details in the system. This prevents future verification issues.

NO - They did not pass ID&V

If these fields have not been completed then you must advise that we don’t have the authority to discuss the matter, and the customer should call us to provide the necessary details.

Completing ID&V with an Authorised Third Party.

On occasion, a customer may ask us to discuss their account with an appointed third party

We must check that we have authority to speak to the third party. This is done in SnapApp.

If these fields have not been completed then you must advise that we don’t have the authority to discuss the matter, and the customer should call us to provide the necessary details.

What if They have ? Click here ..

NO - There is nothing there

If these fields have not been completed then you must advise that we don’t have the authority to discuss the matter, and the customer should call us to provide the necessary details.

Yes - They passed ID&V

If these fields have been populated, you must as the third party to answer the below questions • Customer’s full name • Customer’s address and postcode • Customers date of birth • Authorised party full name • Authorised Party relationship with the customer If these questions can not be answered, we can not discuss the account until they can provide all of the information. If they can, then we need to identify the level of authority we have to determine on what we can share

Levels of Authority...

• Information Only

• Decision making

• Full authority

Information Only

The third party can share details about the customer’s situation. We can ask questions to understand this better. If sensitive information is given, you need authority from the customer’s authorised third party before noting it on the account. Add it only if you feel it’s necessary for our contact with the customer.If appropriate, you can choose to place the account on hold or move it into SST.

We can note any information provided by the third party Example : New phone number can be added to notes, but the original phone number must not be changed.

We can give the third party basic account detailsExample : Balance, Next repayment date)..

We can explain available options, but the third party cannot make decisions on the customer’s behalf.

Receiving information

What information can we share ?

Title

Options vs Decisions

What can we record ?

Use this side to give more information about a topic.

Subtitle

Decision Making

What the third party can do?

What they cannot do:

Can they pay using their own details ?

Can they make payments ?

Full Authority

The third party can do anything the customer can do.

Important: Customer detail fields must always contain the customer’s information. Third-party details should only go in the TP fields (e.g., do not replace the customer’s phone number with the TP’s). Payments: The third party can provide or use new and existing customer bank details for repayments, including Direct Debit and card payments.

Completing ID&V with a Third Party Company

There will be occasions where a customer has asked us to discuss their account with an appointed third-party company such as; Stepchange, Money advice service, Payplan, National Debtline or the CAB

We must check that we have authority to speak to the third party. This is done in SnapApp.

In the Snap App documents section, there should be a customer-signed letter of authority allowing the company to act on their behalf. If the customer has only recently engaged a 3rd Party Debt Management Company (3PDMC) and we haven’t received their information pack yet, you may still discuss the loan agreement if notes confirm verbal authority. However, ask the customer to forward the letter of authority as soon as possible.

Once you are in the authorised person section and changed the tab to Third Party, if the details are completed, you can go ahead and complete ID&V with the authorised Third Party Debt Management Company (3PDMC) by asking the below;

• Company name

• Client reference number

• Contact number for the company

• Loan Application ID (if known)

• Customers Full Name

• Customers address and postcode

• Customer’s D.O.B

As long as all of these questions have been answered correctly, you can discuss the account as if they are the customer. If they get any of these questions wrong, you must advise them that you cannot verify them and to ask the customer to call us and provide the necessary details

Completing ID&V with a Retailer

Retailers may call us for several reasons. Different levels of ID&V may be necessary for various types of queries.

Please see the information below to explain which questions mustbe asked in which situations

Inbound Contact: General Queries

Head Office

Outbound Contact Rules

Inbound Contact: Customer Account

Do you have questions?

Further detail and reference guide can be found in the Operations Manual on WhatSnap! Thank you for your time.

Threats

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

What can the Third Party do ?

• Discuss customer circumstances (e.g., Income & Expenditure, vulnerability).
• Agree on repayment dates, plans, and breathing space holds.
• Repayment plans can only be set or amended using existing repayment details we already hold.

Can they pay using their details ?

Yes, but: Read the Direct Debit Guarantee over the phone (it will not be posted). They must become the primary contact on the account so we can notify them if a payment fails. Do NOT change the customer’s phone number when doing this.

Ensures compliance with regulations

FCA compliance penalties, public censure, restrictions on business activities and even withdrawl of authorsation. A breach is considered a breach of KYC ( know your customer and AML

What they cannot do:

• Provide new repayment details in the customer’s name (e.g., new Direct Debit or card details) unless the customer is present

Protects customer data

• Prevents unauthorised individuals from accessing senstive personal or financial information.

• Blocks account take over.

• Reduces explosure of personal details
• Supports secure data sharing
• Meets reglatory DPA standards.

Threats

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

Opportunities

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

Strengths

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

Inbound Contact – General Queries

For portal info or general advice, confirm:

• Merchant ID
• Salesperson’s name (must be on system)

Weaknesses

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

Prevents fraud

prevents fraud by ensuring customers are who they say they are.Blocks ciminals from using false or stolen details to commit Fraud, Launder Money or exploit financial systems.

Retailer Bank Detail Changes

Only call numbers listed in Snap App. Confirm company name and caller’s name. Share only info relevant to the call.

Strengths

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

Weaknesses

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

Opportunities

Contextualize your topic

• Plan the structure of your communication.
• Give it a hierarchy and give visual weight to the main point.
• Add secondary messages with interactivity.
• Establish a flow through the content.
• Measure results.

Inbound Contact : Customer Account

Confirm: Merchant ID & Salesperson’s name Plus 2 pieces of info from:

• Application ID
• Customer Name
• Date of Birth
• Address line 1
• Postcode
• Email
• Telephone number

• If a retailer’s head office contacts us and the caller is listed as a registered user under the head office account in Snap App, they are authorised to discuss matters related to any associated stores.
• Before continuing the conversation, verify that the caller is listed under the head office account.
• If the query involves a specific customer or updating bank details further information can be found on closing this window.

If any responces are incorrect → Ask two of the following:

Security question

Email Address

Last 4 digits of the bank account number

Never reveal which answer was wrong.