BEFORE you can release information to an individual claiming to be a client, you must first verify their identity. You can always base identity upon your personal knowledge or if the caller provides you with the Inquiry Identification (ID) Code (IID) listed on their CIF record as well as the last 4 of their Tax Identification Number (TIN).
In other cases, to ensure that you are speaking with the client, the caller MUST be able to give you at least 3 of the identifiers listed for the type of account in question. One of the identifiers requested should ALWAYS be the TIN (social security number for consumers), since someone who finds a checkbook or steals a check would not know that information, and we should be very suspicious of any caller who cannot supply their TIN. Many clients are wary of giving you their entire TIN# so the last 4 digits with 2 additional identifiers are sufficient.
There are a few ways to identify a client over the telephone.
Identifiers for Deposit Accounts
- Tax Identification Number (TIN) or Last 4 digits of TIN (MANDATORY)
- Inquiry ID Code
- Account Number
- Date of Last Deposit
- Date of Birth
- Amount of Last Deposit
- Recent Debit Card Activity
Best Practice: Associates cannot prompt transactions, the client must provide the information. It is recommended to get 3-4 account level activities.
Identifiers for Loan Accounts
- Tax Identification Number (TIN) or Last 4 digits of TIN (MANDATORY)
- Loan Number
- Amount of Last Payment
- Date of Last Payment
- Date of Birth
- Collateral Information (for example: address of property, make of vehicle)
Information on Credit Cards
Associates with access to Elan information will use a combination of 3 of the following as identifiers for credit card callers:
- Last 4 Digits of the TIN
- Last 4 Digits of the Credit Card Number
- Home Telephone Number or Business Phone Number
- Credit/Revolve Limit
- Number of Cards on the Account
If the associate is unable to assist the client and needs assistance from Elan contact Card Member Services.
- Personal Accounts: 1.800.558.3424
- Business Accounts: 1.800.558.8855
Do not release any account information or perform maintenance service if you are unable to properly identify the client.
If the client cannot verify the IIC, is unsure of the code, does not have one on file and/or cannot provide identifier information, tell the client to visit an office for ID verification.
Office only: If you cannot verify the client's identity, end the transaction.