3) Photo Validation Proof Process
This validation/escalation is applied to all ST enrollments in NatVer states. It introduces an Agent–Applicant Photo Validation step designed to confirm that the correct agent is completing the enrollment in the field.
During the enrollment:
- A photo of the agent is captured while they are completing their portion of the form.
- A photo of the applicant is captured while they are completing their portion of the enrollment.
Both images are then routed to a Back Office (BO) queue for comparison.
Approval Criteria
The photo validation should be approved when:
- The field agent's photo matches the agent’s profile photo on record, and
- The agent photo does not match the applicant photo.
When these conditions are met, the system confirms that the agent is correctly represented and that no role inversion occurred.
Photo Validation Disclosure - Agent
Log in Page
To ensure that only registered and authorized agents use the system, the enrollment process will include the capture of an agent photo. This photo is used to verify that the agent assigned to a specific promocode is the same individual assisting the applicant.
Before this can occur, agents must provide consent to have their photo taken. This consent is collected through a message displayed after the agent logs in, within the Integrity Pledge section. The agent will be asked to confirm that they allow the Quest App to capture their photo as part of the enrollment process.
Note: If agents do not agree with all the terms of the Integrity Pledge, they will not be able to use the Quest app.
Enrollment process
While the ST Agent is entering the customer’s address, a picture of them will be taken by the Quest app. Agents will be requested to keep their face framed within the viewfinder for the process to be valid. The rest of the enrollment process will continue as usual.
When the agent hands over the device to the customer to review the Terms of Service, a new disclaimer will appear on screen for the customer to accept, in order to continue.
Device Handover
In order to take a picture of the applicant, it is required to ask for their consent.
Disclaimer Section
When the agent hands over the device to the applicant for them to fill, read and sign the Safelink Wireless TOS, the applicant will have to accept the new disclaimer that will request their acceptance to take their picture.
While the customer is reading the TOS to accept them, they need to make sure to keep their face within the viewfinder, to make sure their picture is correctly taken.
The system will take the picture automatically and the customer does not need to do anything else.
Photo Validation process by BO
In order to complete the process, the BO Team will be processing the pictures taken by the system, to compare them.
The comparison will work as follows:
BO agents will see the audit tool divided into two different sections: Agent’s Audit and Applicant’s audit.
- Agent’s picture will be compared against the one uploaded to the agent’s profile.
- Customer’s picture will be compared against the one taken to the agent by the system while creating the enrollment.
If the faces from the Agent Audit are different, the ID will become unqualified.
If the picture taken to the customer shows the same person than the one taken to the agent, the ID will become unqualified.
To sum up:
To complete the process, the BO Team will be processing the pictures taken by the system, to compare them. The comparison will work as follows:
The agent’s picture will be compared against the one uploaded to the agent’s profile.
Customer’s picture will be compared against the one taken to the agent by the system while creating the enrollment.
Agent Audit Process - Video: