Verifying Customer Identity

Owned by Vandana Patel (Unlicensed)
Last updated: Aug 16, 2024 by Ralph Elias
2 min read

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

See Identity Verification Protocol

Steps to Verify Identity

  1. Read the customer the shortened FERPA statement.

MUST READ FERPA requirement to customer before proceeding

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.

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

Example of person with SSN:

Example of the person with ITIN:

 

  1. If last 4 of SSN/ITIN is NOT verified or unavailable, you need to verify ALL three of the following:

    1. MM/DD of Birth.

    2. Postal address on file with SJSU.

    3. Personal email address on file with SJSU.

  2. After verification, look up the customer on SAMI

  3. Provide assistance 

  4. 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.