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Before anything, ALWAYS verify customer’s identity via walk-in or zoom (live environment)

See Identity Verification Protocol

See Identity Verification Protocol for Response for Verification Request

Steps to Verify Identity

  1. Verify Customer identity using CSU ID search- dd/mm +last 4 of SSN

  2. Check their phone’s compatibility

    1. If device is compatible check DUO Admin to see if there is a phone listed but not added correctly > Remove phone > Help them add it again

    2. If device not among compatible devices >Start a FOB request for them

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