Certified Customer Service Representative (CCSR)

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A person calls claiming their mother is a customer and is too ill to call herself. The person asks for the mother's checking account balance to ensure a check will clear. The caller is not listed on the account. What is the most compliant action for the CSR to take?

Provide the balance to be helpful in a difficult situation. Ask for the mother's date of birth to verify the caller's identity. Suggest the caller use the mobile app on the mother's phone. Politely state that due to privacy regulations, you can only share account information with the authorized account holder.

Correct Answer:

Politely state that due to privacy regulations, you can only share account information with the authorized account holder.

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