Security process for customer facing staff

  We are only able to talk about personal details with the customer registered on the account. This involves verifying the services a company may have, processing payments, and giving updates on orders. Phone Calls and Live Chats: To confirm the customer's identity, they must provide their name and answer 3 security questions correctly (such as date of birth, last transaction, last 4 digits of card, primary email). For live chats, there is a macro available to ask for verification. A security question cannot be something publicly available, like the residential address if it is the same as the company's registered office, or the country of residence. We can speak to a shareholder/director who is not the customer, only if the customer has verified their identity and authorised us to discuss the account with the director. When transferring a call to another department, the customer must pass security before the call is transferred. Similarly, when receiving a transferred call, the agent must confirm that security has been passed. Emails: We can only correspond with the primary email address on the account, unless the customer has verified their identity and allows us to contact a different email address.   Example of security questions:   You can ask the personal authentication questions displayed on the eFiling structure page. Please confirm a recent order made on your account along with the total amount. Kindly confirm the last four digits of the card linked to your account.   In case a customer fails security: If a customer answers a question incorrectly, you can pose a different question. However, they must provide three correct responses. If the security check is still unsuccessful, you must inform them that we cannot discuss the account further. If they are dissatisfied, you can escalate the matter to your line manager.