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Call Center Risk Control Matrix - Retail Banking

Name

Call Center Risk Control Matrix - Retail Banking

Description

This is a comprehensive matrix covering the following:

  • Ownership and Management 
  • Process Organization
  • Risk Assessment
  • Control Definition
  • Control Assessment
  • Financial Statement Assertions
Control Definition and Description
Control Definition  Control Description
Checks customer is calling from registered number.  Once data is populated, Call Center Agent to check if customer is calling from his/her registered number (Any registered number) 
Follows secondary verification process Call Center Agent verifies customer credentials i.e. static data verification details like Mother Maiden Name, Date of Birth, Social Security details etc.
Checks customer is calling from registered number. Once data is populated, Call Center Agent to check if customer is calling from his/her registered number (Any registered number) 
Follows secondary verification process  Call Center Agent verifies customer credentials i.e. static data verification details like Mother Maid en Name, Date of Birth, Social Security details etc.

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Standard (Non-IT) Audit Program

Comments

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Subscription Level

Premium

Language

English