When a member speaks to the Xtension Call Center directly regarding information about their account, transaction acitivity or to request a transfer, we will begin by verifying the member's identity. Once we have asked the member for their account number we will follow the listed procedures in this order:
- If present, we will ask for the code word found in the member record. If answered correctly we will complete the member request.
- If the code word is not present we will ask for the mother's maiden name. If answered correctly we will complete the member request.
- If the mother's madien name is not present we will ask what other account types the member has with the credit union. If it is only regular share account we skip to the next question.
- We ask the member if they have a payroll, ACH, or electronic activity coming in or out of their account and verify against the inquiry. If answered correctly we will perform the transactions.
- If we cannot identify the member through any of the above methodologies we will ask the member to come to the credit union.
As you can see, the last four digits of the member's Social Security number are not asked. It is widely known that if a member's identity was stolen, the Social Security number is almost always compromised as well.
Once the transaction is completed our Call Center representatives will ask the member to set up a special code word, if none exists, to be used moving forward to expedite their next experience. A tracker record will be set up by the Xtension Representative and a tracker record will be notated within the Tracker Type XT for the specific request.
If the member does not know their account number we will use the Social Security number verification only to find the account. We will continue to ask the series of questions above for further validation.