• Banker: "Hi! This is your Banker __________. May I have your name?"
• Client: The client's answer
• Banker: "Good Morning/afternoon (Client name here). How can I help you today?"
  • Note: It is particularly important to verify the client's name when dealing with a Business Bank Online Chat
• If client comes through unauthenticated but is a BOL user use the following Breevy:  "I'd be happy to assist. For identification through chat I can either ask you a few personal questions or you can sign into your Bank Online service and begin a new chat.  Which would you prefer?"

For the full instructions on identifying a client using the acceptable GLBA identifiers, see GLBA ID and Information Release, 

Indirect auto loan only clients can be fully assisted once identified. If the client is unable to provide the Inquiry ID code AND they cannot receive a PAC you may get the Year/Make of the vehicle, in addition to one of the following:

• Clients full loan number and last four of social, OR 
• Last four of social and date of birth. 

Once they have been identified please update the contact information and add an inquiry ID code for next time. 

• Bank Online (BOL) user IDs may be unlocked once the client has been fully authenticated. Do not provide password assistance other than referring clients to use the "Forgot Password" feature on bank online. 
  • Note: Temporary passwords cannot be provided through Chat. The client must call in to be provided with a temporary password. 
• Agents must NOT release a BOL password. If the client cannot reset their password due to them using an unregistered device, have them try logging in using a device that is registered or by contacting 888.671.0400
• If unauthenticated client is requesting SAC information, then a PAC is required. Inquiry ID code is not sufficient in this scenario.  
• Once the client has been fully identified we are able to provide them with their username. 

• If you are suspicious in any way, send a one-time use PAC to the client’s phone number or e-mail address on file, in addition to normal authentication questions. 
• Check CRM to ensure you are speaking with the business service owner. 
• If chatting with a business or consumer and the chatter is not BOL service owner, take the following steps: 
  • DO NOT ASSIST. Advise the client they can chat with us, unauthenticated through our ccbg.com website or call the Client Service Center (CSC) at 888.671.0400. 
    • If the chat is occurring after hours, refer them to the extended hours associate and Jabber that associate details.   
  • Disable the bank online service immediately. Add a message in Finesee and on the CIF in Xperience that Online Banking is disabled and the chatter must call in to have BOL services enabled again. 
  • Jabber the Chat team to alert them to a potential unauthorized person attempting to chat in.