Use Case
A user calls in stating that they want the Primary Account holder name changed.
Process Steps
If the user calling is the primary contact:
1. Have the user validate the account by verifying the last 4 digits of the credit card on file.
2. If the user the unable to verify the last 4 digits, request that the cardholder call in and verify the last 4 digits.
3. If the user (or the cardholder) is able to verify the last 4 digits, change the primary contact on the account as requested.
If the user calling is not the primary contact:
In some cases, the business owner will not be the primary contact but the primary contact has left company.
1. If the user the unable to verify the last 4 digits, request that the cardholder call in and verify the last 4 digits.
2. If the user (or the cardholder) is able to verify the last 4 digits, change the primary contact on the account as requested.
