Agent Support(VAULT) Authentication Process
Gabriel Diaz
Last Update 3 年前
When the customer is calling we must authenticate the enrollment by:
- First and last name
-Address
-Last 4 digits of SSN
If it's a Street agent calling we must authenticate the enrollment by:
-Name
-Username (must match the username who created enrollment)
If the street agent states they did not create the enrollment, we can't disclose enrollment information, Caller must contact the street agent who created the enrollment or the customer enrolled.
Online Enrollments
When the customer is calling we must authenticate the enrollment by:
- First and last name
-Address
-Last 4 digits of SSN
If a dealer or street agent calls in regards to a web enrollment, we must authenticate by:
- Enrollment number
- First and last name
- Date of Birth
- Last 4 of SSN
- Address
*This will only be done when the dealer or street agent calls to cancel online enrollment.
Agent Profile Authentication
When Street Agents call asking about their Quest App User Details:
-First and Last name
-Date of birth
-Email Address