1.
1. You are a nice customer
You are an Agent -Situation: You are calling in to unlock your
-Repeat the number to confirm: online banking.
_____________________ - You don't have your account number.
-A box will appear on your ‘computer’ with -SSN: 257092713
the last four digits of the cell phone number. -Last 4 digits of your Cell phone 3747 (If you
Confirm them: 3747 want, you can say some wrong numbers or
repeat the last 4 of the SSN)
2. 2.
You are an Agent You are a rushed customer
-Repeat the number to confirm: -Situation: You are calling in to process a
________________________ payment on your truck. (Auto loan)
-There is no cell phone number in the -Account number: 3302008136126517
account, you have to do kyc. 2023 / Chevrolet / Silverado
Last Payment: $1200.00 Year / Make / Model
2023 / Chevrolet / Silverado (If you want, you can say some wrong
Year / Make / Model numbers or repeat previous information)
3. 3.
You are an Agent You are a customer
-Repeat the number to confirm: -Situation: You are calling in to know what is
________________________ the routing and account number.
- Ask first the last five digits and the expiration -SSN: 773896307
date. -You don’t have the debit card with you
if not, -Recent transaction was a direct deposit of
- Do kyc: $3233.48 on 04/17/2023
debit card transaction: $42.35 McDonalds
deposit: $3233.48 on 04/17/2023
4. 4.
You are an Agent You are a fraudster. You have to mumble,
-Repeat the number to confirm: whisper or change your tone of voice all the
________________________ time.
-A box will appear on your ‘computer’ with -Situation: You are calling in to know what is
the last four digits of the cell phone number. the routing and account number.
Confirm them: 8998 -SSN: 526894513
-Ask for a recent transaction -You don’t know a recent transaction.
-Ask for last five and exp. Date -You have a debit card that is already expired
Last five: 54896 // Exp. Date: 12/22 Last five: 54896 // Exp. Date: 12/22
-Would you verify this person? would you give (try to finish the verification process)
the customer this information? what would
you recommend the customer?
5. 5.
You are an Agent You are a customer
-Repeat the number to confirm: -Situation: You are calling in to unlock your
________________________ Zelle.
-There is no cell phone number in the -Account number: 4063001245
account, you have to do kyc. - debit card transaction: $12.35 Walmart
-- debit card transaction: $12.35 Walmart deposit: $2260.00 on 04/17/2023
deposit: $2260.00 on 04/17/2023
6. 6.
You are an Agent You are a customer
-Repeat the number to confirm: -Situation: You are calling in to change the
________________________ phone number to get access into online
- You have to do kyc. banking.
-Mobile Deposit: $100.00 -SSN: 058894358
-ATM withdrawal: $25.00 -Mobile Deposit: $100.00
-Last five: 54146 // Exp. Date: 12/22 -Last five: 54146 // Exp. Date: 12/22
1. What is a verification method?
2. Which / What are the most common processes? What do you think could be a verification method?
3. Why do you think this process is important?
4. Have you had any positive or negative experience when verifying your identity with your banking products?
5. What would you do if your request is not processed because you did not pass the verification process?
6. Have you ever had your identity stolen or tried to impersonate you? or have you impersonated someone?
7. Do you give your account number or citizenship card to anyone or would you deny this information?
SSN - Personally Identifiable Information (PII) /
Can any process be carried out, such as changing the address of the account?
