The CX team or DBO team in contact with an account holder MUST authenticate by using the security questions corresponding to the channel used before addressing their concern.
Failing to properly identify the account holder may inadvertently provide confidential information to a non-account holder and put both Quontic and the account holder at risk. Corrective action up to termination will be taken if an account is not authenticated and account information is provided.
Please see Contact Handling SOP for process.