How do you verify customers?

[Patelco]

Recently I have noticed a rash of identity fraud. I am in the process of re-evaluating our current policy. Normally, I have my agents ask for SS#, DL#, and DOB. However, most folks who commit identity fraud have access to all this information. Unfortunately, the system we use does not have a place for a password, so we can not utilize this type of feature. I would be interested in getting some feedback concerning this matter, especially from financial institutions.

Thanks for your time!

[Frank A. Engle]

One way to eliminate a degree of the fraud is to use your telephone system and a crm app bouncing the ANI against your database to determine if the person is calling from the phone number on your records. If they do not match, a second level of security (password in the notes section perhaps) can be employed.

Hope that helps!

Regards

Frank A. Engle
Pivotal Connection

[mikael]

These day, you almost have to assume that an identity thief can get access to just about any number you might use for authenticating your callers.

I saw a demo recently of a product that gets around this problem by using a voiceprint for identification -- Vocent Solutions. It's definitely worth the look.