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Authentication

I worked for a credit union for about 2 years. We had to authenticate every call. Ask name, phone number, address. We also did 2 step authorizing if they wanted certain information. If the phone number or email on the account was not updated or current there were additional steps. Usually they need to scan ID, Social security card. If they wanted to update a phone number then we needed a phone bill with there name, address and number they wanted to Change. This always caused problems. People used prepaid phones, bills under someone else’s name. Most people say they don’t get a bill or don’t have access.

What do you think?

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“Your hold time is ridiculous!”

I quit my bank call center job and I need reassurance.