Out-of-Wallet means information that someone couldn't find if a wallet was lost or stolen. It's sensitive account information that only the account owner would know.
• You must use at LEAST 3 questions to verify identify on every call.
• Questions must vary AND be rotated regularly. Alternate questions and DO NOT use the same questions for every call.
• All questions must be answered correctly before proceeding. If even 1 answer is incorrect, please stop the call and inform the member that verification must be completed through an Eltropy Video call or in branch (if the member becomes upset, escalate the call to your manager).
Note: For additional verification methods, please refer to the detailed Additional Phone Verification Methods procedure available in SASI and on SharePoint under the Training Tab > Documents > MSC Quick Reference Guide > 01. How to Verify Identity.
Out-of-Wallet Questions:
| Joint Owners Date of Birth? |
| How much is your direct deposit? |
| What was one of the last bills paid using our Bill Pay Service? |
| Is there anyone else on the account with you? If so, who? |
| Last branch you made a deposit or withdrawal? |
| One of the last places you used your debit card? |
| Any previous last names? |
| What kind of services do you utilize at the Credit Union? |
| What type of loan do you have at the Credit Union? |
| How much is your loan payment? |
| What type of vehicle is the loan for? |
| Do you have any previous loans with us? |
| Is there a beneficiary on your account? If so, who? |
| Do you have a split direct deposit? |
| What is your Alternate Address? |
| Recurring monthly transactions? (Netflix, insurance, etc.?) |
| Account or membership opening date? |
05/2026