| Caller Verification | Identification Changes | The Remix |
|---|---|---|
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You use this method of caller verification when a taxpayer has a pin on file but fails to use it to authenticate themselves.
What is Enhanced Caller verification
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TP is calling to change first and last name.
If a taxpayer wants to change their first name and surname, they must send an original or certified true copy of the official change of name document along with their request.to the T1 Specialty Services unit of their Tax Centre.
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Who can create and use PIN?
What is taxpayers or their legal representatives (including parents of a minor child) can create a Personal Identification number (PIN), in order to authenticate themselves in the IVR before they speak with an ITE or Benefits Enquiries agent.
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This method of caller verification is used to update a marital status for a taxpayers account.
What is Regular Caller Verification
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After you changed the address, what do you need to tell the TP?
What is: "Just to confirm, I'm adding the following address and date of change to the account. Is this correct?"
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What level of representation an individual needs to have in order to set up, modify or cancel direct deposit?
What is Legal representative
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You use this method of caller verification when a taxpayer requests a personalized remittance voucher
What is Simplified Caller Verification
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Also a common name for a flower, this procedure must be followed when a Taxpayer says they are in receipt of, or have recently applied for, CPP payments, when updating their direct deposit information.
What is DAISI or the DAISI procedure
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What level of confidentiality must be completed if TP is requesting mailing a printout to different address from the one on file?
What is Enhanced confidentiality
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This next step in caller verification is only used after completing the highest level of security to ensure your talking to the correct taxpayer
What is a Control Question
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What is the processing timeframe for a direct deposit request sent to the tax centre?
What is 5 business days
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What is the situation where you would not be able to ask the DD question, even if the banking information is listed in TPs account?
Due to security concerns, this question must not be used if the banking information has been updated within the last 30 days, unless the update was done by a Identity Protection Services agent (confirmed by a notepad entry).
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You say this statement to a taxpayer when there is a 3 strike bulletin
Multiple attempts were made by one or more callers to get information about this account. These callers were not able to verify their identity with our contact centre agents. As a result, the CRA has taken steps to protect the information on this file. You will need to submit documentation to the CRA to verify your identity. Until these documents are reviewed, you will not be able to call us to access this account.
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What part od DD can be disclosed to the TP?
What is the financial institution's name may be disclosed to help a taxpayer identify a direct deposit
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These individuals are the best of the best and you can never find anyone as gifted and/or knowledgeable in the entire CRA world.
What are Contact Centre Agents (Marjana and Dave also acceptable)
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