Compliance Training & Procedures for CSP’s & TM’s

1. Compliance Training & Proceduresfor CSP’s & TM’s Are you doing the right thing? Are you ready to tackle this “Big Rock?” Are you up to this challenge? LaKeah Whitaker

2. Compliance Training Welcome Norfolk Site to Compliance Training Session

3. Compliance TrainingWhy is this training necessary? • Within Norfolk’s Customer Service & Support our associates’ are not properly authenticating our customers utilizing the High Risk verification procedures 56% of the time resulting in us under verifying our customers.  • In doing this, we are placing the bank and our customers at risk. 

4. Compliance Training • Compliance is a “Big Rock” that we need to tackle immediately. • Whose problem is it? This is everyone’s problem! • Site Executive • Team Managers • Customer Service Professionals • Training Department • The next slide will provide data to support why this training is necessary:

5. Compliance TrainingDefinition • What is compliance & what does compliance mean to me? • Customer Service is obligated to protect our customers and our companies information from any situation, which may compromise the security of accounts. In an effort to do so, it is imperative that we follow correct verification procedures.

6. Compliance TrainingAssociate Survey Data(Reasons why we are failing compliance)

7. Compliance TrainingAssociate Survey Data(Reasons why we are failing compliance)

8. Compliance TrainingCall flow for General Calls Customer Service Professionals • Please reference the below Flow Chart for general calls to ensure you are following proper protocol.

9. Compliance TrainingFlow Chart for all calls

10. Compliance TrainingCustomer Service Professionals • Now that you know the call flow I guess you are wondering what calls require which types of verification? • Below you will find what defines low and high risk verification? • Below you will find a matrix to assist you with that?

11. Pay by phone compliance information: • Pay by Phone fees need to be disclosed each time even if you are waiving the fee. • U.S. Address:"This payment will be electronically transferred from the account you designate. In order to complete this transaction, please provide the 5 digit zip code of the billing address.“ • Foreign Address:Payments made by phone will be electronically transferred from the account you designate.  To authorize this transaction, please provide the last four digits of the primary card holders social security number.”

12. What is Low Risk Verification? • Always verify the caller’s name and account password (if applicable) • Low Risk Verification includes all of the following: • Caller's name • Last four digits of SSN or Verification ID • Telephone number confirmation

13. What is High Risk Verification? • Always verify the caller’s name and account password (if applicable).   • High Risk Verification includes all of the following: • Caller's name • Last four digits of SSN or Verification ID • Telephone number confirmation • And TWO of the following: • Address • Full name of other customer on account • Photo card (yes or no) • Number of cards issued on account • Automatic payment option on account (yes or no) • Customer's home or business phone number • Date of Birth

14. Low Risk VerificationMatrix

15. High Risk Verification Matrix

16. Release Account Number Verification ONLY • Always verify the caller’s name and account password (if applicable). • Release Account Number Verification includesall of the following And two of the following: • Caller's name • Address • Last four digits of SSN or Verification ID • Full name of other customer on account • Telephone number confirmation • Photo card (yes or no) • Amount of credit line • Number of cards issued on account • Date account was opened (estimated in years) • Automatic payment option on account (yes or no) • Amount of last payment • Customer's home or business phone number The expiration date cannot be released over the phone under any circumstances.

17. Lost & Stolen: Card Security Report Verification • Includes All of the following: • Password or Mother's Maiden Name (if applicable) • Home Phone Number • Social Security Number • Previous Address if updated within the last 60 calendar days. • Address with Zip Code    • Verify any additional information if one of the above does not appear on the account.  If the caller cannot verify five pieces of information or the call seems suspicious, transfer the call to Fraud Detection.  

18. Compliance TrainingCustomer Service Professionals • Role-Play scenarios with CSP’s will be practiced to ensure they are comfortable with Compliance procedures • Post-survey and quiz given to test knowledge

19. Compliance TrainingCall flow OverviewTeam Managers

20. Compliance TrainingforTeam Managers • As Team Managers, you need to ensure all of your CSP’s are aware of the proper verification procedures. • According to the survey taken to support the data, the CSP’s stated: • They need more information around procedures • More training • More visual references • Need to see the big picture • More accessibility to the procedures

21. Compliance TrainingforTeam Managers • Post the Verification Matrix in every cube • Make the CSP’s apart of the solution so they will feel apart of the plan • Appoint one Point of Contact (POC) per team to help with the reinforcement

22. Compliance TrainingforTeam Managers • Last but not least hold associates accountable for not properly authenticating customers. • The same way Team Manager’s hold associates accountable for performance, this should be treated the same way.

23. Compliance TrainingforTraining Partners • Start emphasizing the importance of proper authentication • Start also utilizing the visuals • CSP’s complained about not knowing where to find the information • Work on screen navigation • Show them where the information can be located • Regularly quiz the CSP’s on using the “search engine” on our Knowledge Program – Infonet • Give associates more CBT’s to help with their knowledge

24. Compliance Procedures • Compliance is very important in this environment and we need to strive for 100% accuracy everyday on every call.Anything less is unacceptable

25. Compliance Procedures Are there any questions? Thank you for attending this Compliance class.