Summary

This article has instructions for how to use the ID Proofing tool in IIQ to verify a customer's identity. Audience is tier 1 support staff at USNH and Collegis.

When to use ID Proofing

• For any kind of account help.
  • Normal "how-to" questions do not require this level of ID verification – just confirm you are looking at the correct person's record in IIQ so you are giving them accurate advice.
• ANY kind of account or security or MFA request, and especially if the person is trying to get you to tell them any information (like, "I just don't remember by ID number" or something), requires ID Proofing. This button in IIQ is the method developed for tier 1 support techs to use for this process.
• If the person's identity is already flagged with a red or yellow flag, then they are not eligible for ID Proofing. They MUST present a government-issued photo ID in person or on video with the on-site USNH team. See instructions for escalating for government-issued photo ID verification at the end of this article.

How to use ID Proofing

You will already be looking at the person's IIQ record, because you have already discovered their name and otherwise confirmed who they are, so you are confident you are looking at the correct record in IIQ. Now you need to also confirm that the person you are talking to is who they say they are.  That is the purpose of ID Proofing.

Before you begin, find out if the person will be able to receive an SMS Text or Email verification code at the phone number or email address "we have on file". Do not provide an address or phone number TO the customer, only confirm what they tell you if necessary.

Instructions

Step 1 - Click the "ID Proofing" button at the top of the identity record

Step 2 - Click either "Send Email Verification Code" or "Send SMS Verification Code", depending on which the customer prefers to try first. A pop-up opens

Step 3 - Choose their email address or phone number from the Please select list and click the "Send" button. (It is normal to have a brief delay before the drop-down list populates.)

Step 4 - Click ID Proofing > Validate Verification Code. Have the customer read you the code from the email or SMS Text and compare what they say to what you see on the screen

Step 5 - If the customer successfully provides the CORRECT CODE, click "Verified" and proceed to support the customer normally. Their identity has been verified

If the customer DOES NOT provide the correct code or is UNABLE to provide it, click "Cancel" and escalate for Government-issued Photo ID verification using the steps below.

Escalate for Government-issued Photo ID Verification

DO NOT provide any account information or help to the customer on the line if the customer was not able to verify their identity or if they already have a red or yellow flag in IIQ.

1. Consult with your supervisor
2. Flag the identity record with a "Yellow Flag – Risky User" (only available if they do not yet have a flag). In the Notes field mention that they were not able to verify the Email/SMS code and how you were interacting (on the phone, via video call, in person, etc.). See detailed instructions in article IIQ: Using Yellow Flags (ETS Internal).
3. Escalate the ticket to the on-campus team with clear ticket notation that the user was unable to verify identity via ID Proofing methods in IIQ. Further support for this issue/request will now need to be provided via Walk-up or remote session via video – Government-issued Photo ID will be required.  (See script below)

Sample of USNH Ticket Response Template we use to request Gov’t ID verification

Further Readings

IIQ: Using Yellow Flags (ETS Internal) 

IIQ: Resending Account Claiming Email (ETS Internal)

Need additional help?

If you have questions or need additional help with these topics, please reach out to your Team Lead or supervisor for assistance.

The Group: ET&S CN - IAM Identity & Access Systems owns the IIQ tool.