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Authentication Process

Authentication Process
As part of the Risk Team Initiative and in an effort to protect CH Accounts against fraudulent activity. RushCard has decided to change and reinforce their CH authentication process

Initial Authentication
IVR Verifies 16 digit card number and last 4 digits of the SSN CSR Verifies last 4 digits of card number and last 4 digits of SSN If the caller is unable to verify this , educate caller that you cannot continue the call at this time ( NO card block needed)

Initial Authentication
If cardholder is able to provide last 4 digits of card and SSN. Continue by verifying Customers Full Name and ANI. If the ANI matches you may continue with the call. If caller is calling about lost card and unable to provide last 4 of card #, then you can proceed to level 2 authentication.

Level One Authentication Successful


i. Continue with call after ANI matches and Level One Authentication is Successful ii. If customer is calling to Change, Add or Remove or ASK ANY of the following : - Profile Information ( Name, Address , Email , Phone , DOB, SSN , Security Question, Card Reissue , Dispute , Password Reset , Account Closure. - Process Level Two Authentication

Level Two Authentication Options


i. Agent must give TWO Options only and the caller must verify them BOTH correctly in order to pass. If not it is considered a FAIL and there is NO SECOND CHANCE to ask another option. If ANI Matches phone number on file MUST verify only ONE additional. Secret Question Security Questions Source of Last Deposit Plastic Type VT (Pass 1st attempt)

i. -

Level Two Authentication Successful


i. Continue with call

Level Two Authentication Fail


i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. ii. If authentication are not available or caller failed and ANI number matched phone in the account. - Educate the caller that documents are required: - SSN - DL - POA (last 30 days) - NO BLOCK IS REQUIRED

Level Two Authentication Fail


i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. - If contact is made DO NOT process to call secondary number.

Level Two Authentication Fail


i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. - If contact is NOT made and message is NOT left. - Email Customer and educate that docs are required ( DL or ID Card, SSN Card and POA last 30 days.) - BLOCK CARD

Level Two Authentication Fail


i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. - If contact is NOT made and message IS left. - Leave message asking CH to call back - Email CH (if email on record) or SMS - Educate that docs are required ( DL or ID Card, SSN Card and POA last 30 days.) - BLOCK CARD - Notate TSYS

Contacting CH via Email/SMS


Message left on answering machine: This message is for (CX Name), please contact RushCard Member services at 1-866-787-4227, regarding the status of your account. Message left with a person: Please have (CX name), call RushCard Member services at 1-866-7874227, regarding the status of their Prepaid VISA RushCard. Standard text for email only: Dear Mr/Ms XXX, Please call RushCard Member services at 1-866-787-4227, regarding the status of their Prepaid VISA RushCard. Please do not respond to this email. Contact RushCard Member services for assistance.

Contacting CH via Email/SMS

Contacting CH via Email/SMS


(D) Cardholder Alert Message: Must click enabled current text is free text box only. Will need to add message or copy standard text only.- see screen shot below. Please contact RushCard Member services at 1-866-787-4227, regarding the status of your account.

i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. - Contact made and Customer verified caller holding or is the same as caller holding. - Ask one different questions that was asked the first time Secret Question
- Security Questions - Source of Last Deposit - Plastic Type - VT (Pass 1st attempt) ii. If CH passes continue with call iii. If Fail Educate that docs are required ( DL or ID Card, SSN Card and POA last 30 days.) BLOCK CARD iv. Notate TSYS

Level Two Authentication Fail

i. If ANI is not the phone number in the Account -Place caller on hold and attempt outbound call to both phone numbers on record. - Contact made and Customer does NOT verify caller holding on the other line. - Verify recent activity on the account and if there any charges that need to be disputed . Complete dispute form. (Card will be blocked and replaced). - If there are no dispute charges , card must still be replaced. - Add security question to account - End call with true caller - Or Educate Caller that you are unable to assist them further at this time. - Notate TSYS

Level Two Authentication Fail