Since I work in a call center, I obviously can't see who I'm dealing with, nor verify with their IDs, and I deal with businesses, helping them log back into their accounts online, among other things.
We have to verify the name of the caller, and if it's not on the account, we can't help. I asked the standard verification questions of this caller, and he answered correctly. Then, I had to get into extra enhanced verification to access the online system. That's when it happened. I asked, "what is your date of birth?" That question stumped this guy. He hemmed and hawed for a minute or two, and then confessed that he wasn't actually the authorized signer on the account, and that he was impersonating him. I told him that I needed to speak with the authorized signer, who was not there. At that point, I could go no further.
Fortunately, no information was disclosed to this guy, but since he was trying to breach the account, I had to report it to Fraud, who told me to freeze the online account, which means that to reactivate it, the authorized signer has to physically go into one of our branches, present ID, fill out a form, fax it in, and wait two business days to get it released.
My bosses are really big into catching fraud, and I hope it works out for this customer.
We have to verify the name of the caller, and if it's not on the account, we can't help. I asked the standard verification questions of this caller, and he answered correctly. Then, I had to get into extra enhanced verification to access the online system. That's when it happened. I asked, "what is your date of birth?" That question stumped this guy. He hemmed and hawed for a minute or two, and then confessed that he wasn't actually the authorized signer on the account, and that he was impersonating him. I told him that I needed to speak with the authorized signer, who was not there. At that point, I could go no further.
Fortunately, no information was disclosed to this guy, but since he was trying to breach the account, I had to report it to Fraud, who told me to freeze the online account, which means that to reactivate it, the authorized signer has to physically go into one of our branches, present ID, fill out a form, fax it in, and wait two business days to get it released.
My bosses are really big into catching fraud, and I hope it works out for this customer.
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