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Before anything, ALWAYS verify customer’s identity via phone, walk-in, or zoom (live environment) |
Steps to Verify Identity
Read the customer the shortened FERPA statement.
| Info |
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MUST READ FERPA requirement to customer before proceeding |
| Expand | ||
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In compliance with FERPA we must ask, are you the account holder? YES- Proceed with the verification process and assist with the account change. NO- Unfortunately, I will not be able to further assist you. Please have the student contact us. IF SOMEONE WANTS TO KNOW MORE INFO REGARDING FERPA FERPA is a Federal law that protects the privacy of student records. It gives students certain rights with respect to their education records. For more information, please visit sjsu.edu/registrar. Click here for longer version. |
Verify Customer identity using CSU ID search- mm/dd
...
+last 4 of SSN
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OR
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/ITIN
Example of person with SSN:
Example of the person with ITIN:
If last 4 of SSN/ITIN is NOT verified or unavailable, you need to verify ALL three of the following:
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MM/DD of Birth.
Postal address on file with SJSU.
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Personal email address on file with SJSU.
After verification, look up the customer on SAMI
Provide assistance
After assisting and making ANY changes to the customer's account, make a ticket with details in the description (REMINDER: that the customer sees the information in the Reason, Description, and Results ticket fields)
NOTE: Verifying the customer's account FULLY is imperative to understanding and ensuring the customer's account information is correct and providing the necessary information to best assist them. Creating a ticket for every action (account unlocks, password reset, phone removal, bypass codes, fob request, etc) completed by Service Desk on the customer's account acts as a paper trail/record if we need to refer to it.