HOM: ID&V

This iKnow will cover the account security steps you need to take when on a call within iSolve.

IVR CLI calls - Process flow

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CLI calls - Process flow

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Non CLI calls - Process Flow

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To view step by step processes for IVR CLI, CLI and Non CLI calls, click on the relevant boxes below:

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IVR CLI calls

What is an IVR CLI call?

An inbound call is referred to as an  IVR CLI (Interactive Voice Recognition Caller Line Identification) call when the telephone number has been matched to a telephone number registered on an account and the voice bot has taken the caller through security.

IVR DPA Passed - What it looks like

If you receive an IVR - CLI call and the caller has passed security, iSolve will present the following information:

What it means

The green ticks indicate the telephone number has been matched to an account and the caller has confirmed the postcode prior to being connected to an advisor.

What you need to do

Step 1

Ask the caller to confirm the full name on the account - they will have 3 attempts at the question
 

Step 2

Confirm if the caller has confirmed or not confirmed security by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder.

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You must not discuss any personal account information with the caller.

IVR DPA Failed - What it looks like 

If you receive an IVR CLI call and the caller has failed security, iSolve will present the following information:

What it means

The green tick indicates the telephone number has been matched to an account and the red cross indicates the caller has not confirmed the postcode prior to being connected to an advisor.

What you need to do

Follow the CLI calls process below.

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CLI calls

An inbound call is referred to as a CLI (Caller Line Identification) call when the telephone number has been matched to a telephone number registered on an account.

What it looks like

When you receive a CLI call, iSolve will present information similar to the example below:

Step 1

Ask the caller to confirm the email address on the account - they will have 3 attempts at the question
 

Step 2

Confirm if the caller has confirmed the email address by selecting either Correct or Incorrect - select the 3rd Party option if you are not speaking to the account holder:
 

Step 1

Ask the caller to confirm the full name on the account - they will have 3 attempts at the question:

Step 2

Confirm if the caller has confirmed the full name on the account by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder.

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You can try to locate the account by clicking the Manual Search link. Search using the house number/name and postcode. If you can locate the account, iSolve will take you through ID&V again.

Queries you can deal with

When security has not been confirmed, you’ll only be able to deal with the queries listed below: Answer any query that does not involve any sensitive or financial information Arrange a callback for when the customer is able to locate account credentials Send the Customer Number by email or by letter Update the account email address only if it is incorrect by a few characters Update the customer's date of birth only if it is incorrect by a single field Update the customer's full name only if we currently have their first initial

Step 1

Ask the caller to confirm the full name and 1st line of the address or postcode - they will have 3 attempts at the question:

Step 2

Confirm if the caller has confirmed the full name and 1st line of the address or postcode by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder:

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You can try to locate the account by clicking the Manual Search link. Search using the house number/name and postcode. If you can locate the account, iSolve will take you through ID&V again.

Queries you can deal with

When security has not been confirmed, you’ll only be able to deal with the queries listed below: Answer any query that does not involve any sensitive or financial information Arrange a callback for when the customer is able to locate account credentials Send the Customer Number by email or by letter Update the account email address only if it is incorrect by a few characters Update the customer's date of birth only if it is incorrect by a single field Update the customer's full name only if we currently have their first initial

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Non-CLI calls

What is a Non-CLI call?

An inbound call is referred to as a Non-CLI (Non Caller Line Identification) call when the telephone number has not been matched to a telephone number registered on an account. 

What it looks like

When you receive a Non-CLI call, iSolve will present information similar to the example below:

Step 1

Ask the caller to confirm the email address on the account and type it in the Email Address box.

Step 2

Confirm if the caller has confirmed the email address by selecting either Confirm or Unable to Confirm.

Click on the relevant box below to continue:

Step 1

Ask the caller to confirm thefull name and 1st line of the address or postcode - they will have 3 attempts at the question:

Step 2

Confirm if the caller has confirmed the full name and 1st line of the address or postcode by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder.

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You must not discuss any personal account information with the caller.

Step 1

Ask the caller to confirm the phone number registered on the account and type it in the Phone Number box:

Step 2

Select the Confirm button if the caller can confirm the phone number on the account.

Click on the relevant box below to continue:

Step 1

Ask the caller to confirm the full name and 1st line of the address or postcode - they will have 3 attempts at the question:

Step 2

Confirm if the caller has confirmed the full name and 1st line of the address or postcode by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder.

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You can try to locate the account by clicking the Manual Search link. Search using the house number/name and postcode. If you can locate the account, iSolve will take you through ID&V again.

Queries you can deal with

When security has not been confirmed, you’ll only be able to deal with the queries listed below: Answer any query that does not involve any sensitive or financial information Arrange a callback for when the customer is able to locate account credentials Send the Customer Number by email or by letter Update the account email address only if it is incorrect by a few characters Update the customer's date of birth only if it is incorrect by a single field Update the customer's full name only if we currently have their first initial

Step 1

Select Manual Search to try to locate the account:

Step 2

Enter the House number/name and Postcode and click the Search button:

Step 3

Select the correct account from the list of results:

Step 4

After you've selected an account, iSolve will take you through ID&V again.

Ask the caller to confirm the email address on the account - they will have 3 attempts at the question

Step 3

Confirm if the caller has confirmed the email address by selecting either Correct or Incorrect - select the 3rd Party option if you are not speaking to the account holder.

Click on the relevant box below to continue:

Step 1

Ask the caller to confirm thefull name and 1st line of the address or postcode - they will have 3 attempts at the question:

Step 2

Confirm if the caller has confirmed the full name and 1st line of the address or postcode by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder.

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You must not discuss any personal account information with the caller.

Step 1

Ask the caller to confirm the phone number registered on the account:

Step 2

Confirm if the caller has confirmed the phone number by selecting either Correct or Incorrect - select the 3rd Party option if you are not speaking to the account holder.

Click on the relevant box below to continue:

Step 1

Ask the caller to confirm thefull name and 1st line of the address or postcode - they will have 3 attempts at the question:

Step 2

Confirm if the caller has confirmed the full name and 1st line of the address or postcode by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder.

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You must not discuss any personal account information with the caller.

Step 1

Ask the caller to confirm thefull name and 1st line of the address or postcode plus one of the following:

• Last Payment Date
• Method of Payment
• Last 4 digits of the Cardor Bank Account Number

They will have 3 attempts at the question:

Step 2

Confirm if the caller has confirmed the full name and 1st line of the address or postcode and the additional question by selecting either Security Confirmed or Security Not Confirmed - select the 3rd Party option if you are not speaking to the account holder.

If Security Confirmed

iSolve will display the green Security Confirmed message and you can continue and deal with the caller's query:

If Security Not Confirmed

iSolve will display the amber Security Not Confirmed message and you must proceed with caution:

You must not discuss any personal account information with the caller.

Once security has been confirmed, you will be taken to the customer's profile within the app.

There will be a blue line under the account header indicating that security has been confirmed.

To view the account information, click Show All Details. Looking at the sub-headers with Account Details, you will see:

Customer

Here, you will see all of the customer's account details:

Balance

Here, you will see information relating to the customer's balance. For International customers, this will show as 0:

Credit

Here, you will see information relating to the customer's credit on the account. For International customers, this will show as 0:

Security

This confirms if the customer has the 2 Factor Authentication (2FA) activated on their account:

3rd Parties

This will show any 3rd parties on the account. Customers can now add as many 3rd parties as they wish:

Confirming 3rd Party ID&V

Please ensure when confirming 3rd Party ID&V that you confirm the following information:

• Full Name
• Relationship to the account holder
• Date of Birth

	Important
ALL THREE elements of 3rd Party security information need to be confirmed to proceed with access to the account.

Add 3rd Party Details:

1. Click Add New 3rd Party:
   
2. Select the 3rd Party Type:
   
   1. Individual - Complete the Name, Relationship and Date of Birth of the third party, then click Confirm:
      
   2. Debt Management Company - Complete the Company Name and Customer Debt Reference then click Confirm:
      

Edit 3rd Party Details:

1. Click on the 3rd Parties tab.
2. Click Edit:
   
3. Over key the relevant information.
4. Click Confirm.

Remove 3rd Party Details:

To remove the 3rd party details, you need to be on the 3rd Parties tab.

Click Edit and then click Remove 3rd Party:

Customers will be able to add up to three 3rd Parties to their account.

What it will look like?

The images below will show what you'll see under the 3rd Parties tab in different scenarios.

No 3rd party added to the account

If there is no 3rd Party added to the account, you will see the box highlighted in orange:

One 3rd Party added to the account

If there is one 3rd Party on the account, you will see this in the highlighted box:

Two 3rd Parties added to the account

Three 3rd Parties added to the account

ID&V when speaking to a 3rd Party

When confirming ID&V with the 3rd party, you'll see a pop-up showing the authorised 3rd parties on the account. Please follow the normal process to confirm ID&V.

Click either the Confirm or Not Confirmed button in the pop-up once ID&V has been completed.

Below is a reminder of the customer information we need to work emails, why it's important and the process for redacting sensitive information to keep it secure.

ELI vs Non-ELI

We have two types of emails that can come into our queues: ELI and Non-ELI.

• ELI stands for Email Line Identification. It means that the email address the customer is emailing from has been recognised by the system as belonging to one of our accounts. We don't need as much data protection information in these cases, for example:
  • The customer's full name and 1st line of the address or postcode
• Non-ELI means that the email address the customer is emailing from is not recognised and could mean that a third party rather than an account holder has contacted us. In these cases we need more data protection than what's required in an ELI, for example: 
  • The customer's full name and 1st line of the address or postcode plus one additional piece of identifiable information

What's needed?

ELI	Non-ELI
The customer's full name and 1st line of the address or postcode	The customer's full name and 1st line of the address or postcode plus one of the following: Phone number Last payment date Last payment method Last 4 digits of card or bank account number

iSolve should guide you on what is required but it is important you check what has already been given previously to ensure data protection has been covered fully.

When is Data Protection needed?

1. Every customer initiated email interaction where financial information or specific details about the account are being discussed.
2. If the customer emails in off the back of an automated email or admin task where DPA would not have been confirmed previously.

If we email the customer off the back of a call conversation, and the customer replies back to us, we do not need to ask for DPA again.

When is Data Protection not needed?

1. If we email the customer off the back of a call conversation, and the customer replies back to us, we do not need to ask for DPA information again.
2. If the customer replies to a previously closed ticket, this will create a follow up ticket. As long as the customer is replying from the same email address as the original request, DPA can be taken from the original ticket - (the customer must be replying via the same channel as the original).

How to check if the customer has replied from the same email address
 

1. On the right side of the customer's email, click on the 3 dots and click View original email:
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3. A pop-up box will appear which will show the email address the customer has replied from:
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Why is it important?

We must ensure that data protection is fully covered before proceeding with financial queries. If the query is non financial, you may be able to proceed by giving general advice however you should not confirm any details specific to the account, nor details not already mentioned by the customer. Failure to cover data protection appropriately is classed as an FCA fail. 

How to Redact

To make it easier for you to work through emails, you no longer need to remove data protection in every case. For example; if you are replying back to the customer who has provided you with the data protection details, you no longer need to redact this.

For a step-by-step guide on redacting data in emails, including all scenarios, search for the iKnow article titled "How to Redact Data on an Email".