Security Questions Requirement

ALWAYS ask for the answer to two (2) verification questions when accessing a client account

If both answers match:

Proceed 

If one answer matches:

Proceed with caution – try to lead the client to the correct answer (“is that the zip for Peoria?”, “is that the *last* 4 of your social?”, etc.)

If no answer matches:

Escalate to a team lead

Calls will be randomly audited to ensure compliance

This shouldn’t add much to your script since you’re already asking for this now

NOTE: This is a Cricket Debt/Urgent Co/Solid Start requirement as well as an EOUST requirement – no exceptions