Identity Verification before disclosing client financial data
Key Takeaway
Anyone who asks for confidential client information must prove their identity before an agent shares it. When someone calls on another person's behalf, verify both people.
Identity Verification in Agentforce Financial Services lets a customer service representative (CSR) or contact center agent (CCA) confirm who a person is before sharing any sensitive information with them. Financial institutions must follow regulations such as KYC (Know Your Customer), so they need this check. Regulations like KYC protect customers from losses and fraud. Failing to follow these regulations has legal consequences.
Who must prove their identity
The core rule is that anyone who seeks confidential information must first prove their identity and their access. The rule applies to every caller, whether the caller is:
- A genuine customer
- A parent or guardian of a minor customer
- An authorized representative of a customer
When someone calls on another person's behalf, both identities must be verified. The Verify Linked Customer Identity V2 flow template covers this case. The flow verifies the customer after the CSR or CCA has verified the identity of the customer's authorized representative.
Daniel is the authorized representative for his grandmother, Rosa, who holds a retirement account at a bank. He calls the bank's contact center to ask about a recent withdrawal. The CCA starts a flow built on Verify Linked Customer Identity V2. First, the CCA verifies Daniel's identity as the representative. Next, the flow verifies Rosa's identity as the customer. The CCA discusses the withdrawal only after both identities are verified.