Notes

ID&V
PROCESS
- mobile number
-confirm full name
- Are you the account holder?
- OTAC
-SQA
-KBA- last 3 digits of cc, last billed amount, if both above fails
-fallback quesions - device- imei

Authentication by OTAC, SQA or KBA

SQA- security Questions Answers
KBA- Knowledge Base Answers

- we can resend another OTAC if customer has waited 30 mins.
- maximum of two resends for an OTAC.
- it is possible to access a limited view of the account without an OTAC.
- passing security without OTAC will mean that the processes like contact detail changes, and upgrades etc. cannot be performed on the account.
- we can only request a maximum of 10 OTACs within 24hrs. Therefore, anything requiring an OTAC will not be possible if this limit has reached. We will be able to successfully re-issue after 24hrs.
- AO2 360- ID&V Bypass updates- you must close your session down post finishing a customer call or this can impact Authentication if they call back within 60 minutes.

Authentication fails

- the customer gets two failed attempts on each question.
- after two fails the customer will be presented with fallback questions
- device fallback question will only be available if there is an active CCA on the account.
-if a customer fails the final authentication attempt we should firstly advise them to access their o2 account as they will be able to complete many functions on there instead.
-however, if they need to contact an advisor then they should ensure they have set their security answer, and have their phone with then, then ring back.
-or, if not then the last option is to visit in store to verify who they are (not possible at this stage but will be when Accelerate/360 hits stores)

Fraud Suspected
- process provides steps to take

PASSKEY, Limited View and Change of Details.
- the passkey process is for internal transfers where security checks have already been passed by the customer, you only need to use the passkey if you are taking a call from NON 360 advisor.
- 30 seconds only.

LEVEL OF ACCESS AND ROLES

LOA 1
- PASS OTAC AND SQA
LOA 2
-PASS SQA AND KBA
LOA 3
- PASS LOA 1&2

THIRD PARTY ROLES AND PERMISIONS

OED- owner elected delegates - friend or family - CSR can add and remove - restricted access-
AD- appointed delegate/ court appointed/doctor etc. - only the 4ua can add/remove- same as the cx-
POA- power of attorney- legal guardian/ solicitor etc.- only the 4ua can add/remove- same as the cx