How would you guide customer service reps in securely verifying customer identities over the phone?

1 Verification Basics

Before diving into complex verification processes, it's important to cover the basics with your team. Ensure all customer service representatives understand the significance of customer verification and the risks associated with inadequate security measures. Starting with the customer's full name and account number is a standard practice. However, reps should be trained to ask for information that isn't easily accessible to others, like the last four digits of the customer's social security number or a unique personal identification number (PIN) associated with their account. Emphasize the importance of staying vigilant and not solely relying on caller ID, as it can be manipulated.

2 Knowledge Check

To enhance security, incorporate knowledge-based authentication (KBA) questions into the verification process. Design questions that are difficult for imposters to answer but easy for the actual customer. These could include inquiries about recent transactions or details only the customer would know. It's crucial to have a dynamic set of questions that change periodically to prevent fraudsters from preparing answers in advance. Encourage reps to listen carefully to the customer's responses and watch for inconsistencies that may signal a red flag.

4 Data Protection

While verifying identities, it's equally important to educate your team on data protection laws and regulations , such as the General Data Protection Regulation (GDPR) for European customers. They should understand what information can be legally collected and how it must be handled. Stress the necessity of not asking for more information than required for verification and the importance of ensuring that any data provided by the customer is not visible or audible to unauthorized individuals.

5 Two-Factor Authentication

Introduce your team to two-factor authentication (2FA) as a method to further secure the verification process. This involves sending a code to a customer's pre-registered device , which they must provide during the call. Train reps on how to guide customers through this process and troubleshoot common issues, like not receiving the code. It's important that reps understand 2FA is an additional step that provides significant security benefits, and they should be able to explain its importance to customers who may be unfamiliar with it.