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Detecting and Responding to Red Flays <br />Red flags will be detected as billing employees interact with customers. An employee will be <br />alerted to these red flags during the following processes: <br />1. Establishing a new account: When establishing a new account, a customer is asked to <br />provide a name, social security number and address. The billing employee may be <br />presented with information that appears inconsistent. <br />Response: Do not establish the account until the customer's identity has been confirmed. <br />2. Reviewing customer identification in order to process a payment in person: The billing <br />employee may be presented with documents that appear altered or inconsistent with the <br />information provided by the customer. <br />Response: Do not accept payment until the customer's identity has been confirmed. <br />3. Answering customer inquiries on the phone, email or at the counter: Someone other than <br />the account holder may ask for information about an account, (including web accounts) or <br />may ask to make changes to the information on an account. A customer may also refuse <br />to verify their identity when asking about an account. <br />Response: Inform the customer that only the account holder may receive information <br />about the account. Do not make changes to or provide any personal information about <br />the account. <br />4. Processing requests from City of San Leandro employees: Employees may submit <br />requests for information from the billing system that is inconsistent with the role that they <br />play at the City. <br />Response: All requests for direct access to the billing system are approved by the <br />Supervisor/Manager so the Information Services Department should reject requests that <br />have not received appropriate approval. All other requests for information from the <br />billing system should be reviewed to ensure that they do not violate any part of the <br />policy. Requests inconsistent with the policy will be denied. <br />5. Receiving notification that there is unauthorized activity associated with an account: <br />Customers may call to alert the City about fraudulent activity related to their account <br />and/or the bank account or credit card used to make payments on the account. <br />Response: Verify the customer's identity, and notify the Supervisor/Manager <br />immediately. Take the appropriate actions to correct the errors on the account, which <br />may include: <br />a. Assisting the customer with deactivation of their payment method <br />b. Updating personal information on the account <br />c. Updating the mailing address on the account <br />d. Updating account notes to document the fraudulent activity <br />e. Notifying and working with law enforcement officials <br />Identity Theft Prevention Program 3 of 4 <br />