Verifying Risk Factors

Before rejecting an account, agents have to ask if the caller is the account holder and verify Risk factors accordingly:

• If the caller is the account holder, the agent will have to verify the customer's first and last name, DOB and SSN mandatorily. This means that agents can reject accounts, no matter if the customer does not remember the address that is listed in the account.
• If the caller is not the account holder, the agent will have to verify all risk factors in order to continue with the account rejection (Full name, SSN, DOB and address.)

• If the one who calls to reject an account is a Street Team agent, the agent will be able to reject the account after the Street Team agent verifies the ID#. Street Team agents do not need to verify risk factors to request a rejection. This means that there is no need to speak with the account holder to process the rejection or check on status or proof status.
• If a person calls in stating that the account holder is deceased and that the Enrollment should be rejected, regardless if the caller is blood related or not, agents will have to verify all risk factors in order to continue with the account rejection (Full name, SSN, DOB and address.) If the caller does not have this information, agents should kindly explain that this information is mandatory to reject any application. They can look it up and call us back to complete the rejection. Agents should not reject the account if the caller only provides the EID.