Provide the Lending Company with an option to verify the Customer's phone number. Such a verification can be enabled in the system configuration if SMS integration is enabled.
If the functionality is enabled, an SMS code is sent to the phone number provided by the Customer. To finalize the verification the Customer must enter the verification code on the Customer's Portal.
If enabled, verification is required for every new customer and each time the Customer’s phone number is changed (by the Customer or by a Back-Office User).
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The primary flow of the feature implies active participation of the Customer.
1. Customer Gets the Message
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a. The Customer is registered or their phone number is updated in the system.
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Five codes per day: If the “Send code” button is clicked, a new code is send to the Customer’s phone number. (This value can be changed in the client web configuration.) If the limit is exceeded, the Customer has to wait and retry on the next day.
Five minutes per code: The codes are expired in 5 minutes. If the code is entered later, a message will appear to inform the customer that the code has expired. (This is a hardcoded value that can be updated in a custom implementation.)
Three attempts before lock:The Customer is locked after three unsuccessful attempts to enter the code. The Customer can be unlocked by the a Back-Office User with “Customer Management” permission.
Should the customer decide to close the message without verifying the code, a reminder will be displayed in the Customer’s portal.
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Actions of a Back-Office User
Assisting the Customer
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The Back-Office Users are also notified that the phone number verification is required. The status will be changed to “Phone verification”
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For loans that are expecting approval a message similar to the one displayed for the Customer is displayed. The Back-Office User can contact the customer and assist them with the phone verification.
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NOTE: If there a loan in the Origination state, the Back-Office User responsible for the Loan will see the Phone Number Verification form. This is done to allow the manager assist Customers with the phone number verifications at the point when it is crucial to move on with the loan application processing.
Unlocking the Customer
If the Customer has entered incorrect password for too many times and has been locked, the Back-Office User ( with “Customer Management” permission) can Unlock the user.
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After the action is confirmed, the Customer’s will be unlocked and can verify the phone number. If the confirmation code is faulty, the Customer will be locked again.
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