Summary:
It is the policy of PayNW to prioritize the security of our clients’ payroll and work to detect and prevent fraudulent activities. To ensure the authenticity and accuracy of information received via email or Team Support, this policy requires that any time a client sends questionable information, a service representative must make a phone call to confirm the information provided. Additionally, any specific instructions received via phone call must be followed up with an email to create a written record.
Scope:
This policy applies to all employees and service representatives who interact with clients.
Policy Details:
Questionable Information:
If a service representative receives an email containing information that seems questionable, suspicious, or deviates from the client's usual communication patterns, the representative must treat it as potentially fraudulent.
Examples of questionable information may include but are not limited to:
a) Requests for large fund transfers or payment changes.
b) Changes to personal or account details without prior notice.
c) Requests for sensitive information that is not normally requested.
d) Inconsistent or unusual email language or tone.
- When a service representative identifies questionable information, they must initiate a phone call to the client's known contact number on record to verify the authenticity of the email/Team Support Ticket.
- The service representative should maintain a professional and courteous demeanor during the phone call, avoiding accusations or speculation about fraudulent activities.
- If the representative cannot reach the client directly, they should leave a detailed voicemail message explaining the purpose of the call and request the client to return the call to verify the information.
Phone Verification Process:
- During the phone call, the service representative must verify the information provided in the email or ticket by comparing it with the client's known account details or previous conversations.
- If the client confirms the information in the ticket, the service representative can proceed with the necessary actions or requests as per standard operating procedures.
- If the client denies sending the ticket or provides conflicting information, the representative should escalate the matter to their supervisor or the designated authority for further investigation.
Email Backup for Phone Instructions:
- Any specific instructions received via phone call, such as changes to account settings or transactions, must be followed up with a Team Support Ticket sent to the client's verified email address.
- The ticket should summarize the discussed instructions and request the client to confirm the details by replying to the email.
- The client's response to the follow-up email should be stored in the appropriate client record for future reference.
Compliance and Non-Compliance:
- Non-compliance with this policy may result in disciplinary action, up to and including termination of employment, depending on the severity and frequency of the violation.
- Employees are encouraged to report any concerns, suspicions, or suggestions regarding email security and fraud prevention to their supervisor or the designated authority.
- Retaliation against employees who report concerns in good faith is strictly prohibited and may result in disciplinary action.
Review and Update:
This policy will be reviewed periodically to ensure its effectiveness and compliance with changing security requirements. Updates and revisions will be made as necessary. Any updates or revisions will be communicated appropriately.