Last 4 of SSN

Full Card Number

First and Last Name

For Outbound Calls

Last 4 of SSN

Last 4 of the Card

First and Last Name

For Inbound Calls

If the full SSN provides an account

If the full SSN does not populate an account

advise the CH they will need to be routed back to the IVR to complete verification of their PIN before we can proceed with the call

select IVR State and Card Verification

select the transfer option in Intello

do not put the caller on hold

you have confirmed the card is Active

Ask the cardholder if they have received their Direct Express Card

DO NOT disclose that City or State where the Direct Express call center is located.