Systems 101- How To?

"There can be many reasons why we were unable to verify your identity at this time. For security reasons and to eliminate fraud, our systems do not provide us with those reasons.” 

SSN Required for the following applications:

IDM

HARP

CCW

COBSW

SSN Optional but highly encouraged for the following applications:

DSH

SLS

Therefore DSH and SLS transactions can be successfully submitted and processed without an SSN, we should always request it but if a caller from DSH or SLS refuses, doesn’t have one or declines to provide we can still proceed.

If you receive a call & the customer is deaf or using ASL you would treat the call as if you were speaking to the customer & continue as normal. 3rd Party is not needed with ASL Calls

"Thank you for that reference number based on the sequence you provided me with I need to direct you to dial 8332036550 to have your identity Verification for CMS processed. "

“I am sorry but as I am with Experian Verification Services I am unable to assist with navigation for the CMS application. Please return to the CMS application that initially provided you with your reference number. You will want to locate the Remote Identity Proofing header; there you will find a link that will direct you to contacting your Tier 1 Help Desk.” 

"A lot of websites, including government websites, both federal and local, are working on cutting down identity theft and fraud. Therefore, they are requiring proof of identity now. Just that one extra step to keep you protected." 

PLEASE NOTE: When Searching the reference number you MUST see the parent info . If the transaction shows the Childs PII we must refer them to resubmit their online transaction in their own PII so we can verify them .
If the person being verified is a minor, we can speak to the parent & they can use their PII to verify for the child . We CAN speak to the parent & do not need to use the 3rd party for Verification under 18

If the person calling didn't file their taxes they need to call MI treasury. 

"I am sorry that you are having trouble locating the header. As I am with experian verification services I can only help with verification. Please reach out to your supervisor or trainer to help with navigation." Move to your closing

If the customer calls stating that they don't have a refund amount because they owe taxes we still need to verify them. The amount on the call center file is the amount they owe. Please make sure we are still attempting to verify them. 

If the customer asks if the inquiry will impact their Credit Score please respond with " This is a soft inquiry and will not impact your Credit Score." 

It's to ensure we are collecting the correct data when attempting to pull from the citizen's consumer credit profile. We are trying to generate questions from their CCP in order to be able to verify them over the phone.

It's the information use to determine your credit score. We are looking for the last address used while establishing credit. 

*IF PARENT IS CALLING FOR THE CHILD UNDER THE AGE OF 18 WE CAN USE PARENTS PII TO CONTINUE

If the caller is under 18 please use this scripting:
“I am sorry, since you are under 18 this is not a method of verification you can use. Are you ready for your next steps toward verification?”
Customer: “Yes”
"Please visit the website for the services you are attempting to access; then locate their customer service number. This should be on the homepage. Please contact them and they will be happy to help with alternate means of verification. "