Quest - Photo ID Audit Proper Disposition

The first thing to do will be to determine which kind of proof the applicant submitted. Once identified, the BO agent will have to look up that option in the Documentation Type dropdown menu. BO agents will choose between the Driver’s License and Government Issued ID options

Right after making this selection, the system will show two different icons for BO agents to select the one that applies:

Agents will approve the Photo ID proof by clicking on the checkmark, if the photo matches the applicant’s picture, is not a photocopy, is not blurry, is not expired over 1 year, is a valid ID verification document the name matches the applicant and the address on the ID matches or there is an acceptable address verification document.

If the document is valid, the BO agent will be able to continue. When all the documents have been processed, click on the Submit button.

If the Photo ID is not valid, click the X to reject the Photo ID.

After clicking on the X, the BO tool will present a pop-up where BO agents will provide the appropriate rejection reason:

The dropdown menu will provide options as you type. Choose the option that best describes the reason for rejecting.

1. If the document needs to be rejected this is what you will see:

2. These will be the options to choose from for any ID reject

3. Additional Rejection Reason comments are populated in Quest, based on the Rejected Reason. The Sales Agent will see notes based on the reason that was entered.

If Other is selected as the
rejection reason, you will need to enter specific notes for the rejection.

Note: If any of the photos validated by the BO agents are rejected as different faces for the Agent Audit or same face for the Applicant Audit, the enrollment will become unqualified and the Photo Validation section will be shown as rejected.

After selecting the reject reason, the REJECT button will be available for agents to finish the rejection process.