{"templateId":"markdown","sharedDataIds":{"sidebar":"sidebar-sidebars.yaml"},"props":{"metadata":{"markdoc":{"tagList":[]},"type":"markdown"},"seo":{"title":"Verify a borrower's identity","siteUrl":"https://docs.peachfinance.com","description":"API and product documentation for Peach Finance, a lending-as-a-service platform.","llmstxt":{"hide":false,"sections":[{"title":"Table of contents","includeFiles":["**/*"],"excludeFiles":[]}],"excludeFiles":[]}},"dynamicMarkdocComponents":[],"compilationErrors":[],"ast":{"$$mdtype":"Tag","name":"article","attributes":{},"children":[{"$$mdtype":"Tag","name":"Heading","attributes":{"level":1,"id":"verify-a-borrowers-identity","__idx":0},"children":["Verify a borrower's identity"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Identity verification confirms that the person you are speaking with is the account holder. Verification uses lender-configured security questions that the borrower must answer correctly. You can launch verification from the contact card on the CRM main page or from within the borrower detail view."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":[{"$$mdtype":"Tag","name":"strong","attributes":{},"children":["Availability:"]}," All clients"," ",{"$$mdtype":"Tag","name":"strong","attributes":{},"children":["Required permissions:"]}," None required to initiate verification. Verification question banks are configured by your administrator."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"before-you-begin","__idx":1},"children":["Before you begin"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Verification questions are configured at the company level by your administrator. The specific questions presented depend on your company's verification setup."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Each verification session has a maximum number of attempts. After exhausting all attempts, the session fails and a cooldown period begins before a new verification can be started."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["A completed verification is treated as active for 15 minutes. The session expiry and throttling limits are configurable per verification type by your administrator."]}]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"verify-a-borrower","__idx":2},"children":["Verify a borrower"]},{"$$mdtype":"Tag","name":"ol","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["From the CRM main page, ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/servicing-operations/agent-portal-crm/crm-borrower-search"},"children":["search for the borrower"]}," and select the result to load the contact card."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["On the contact card, select the verification button to launch the verification dialog."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Read each security question to the borrower and enter their response in the corresponding field."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Submit the answers."]}]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["The verification dialog validates each answer using the appropriate input format — email, ZIP code, phone number, date, or a custom pattern, depending on the question."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"verification-outcomes","__idx":3},"children":["Verification outcomes"]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":3,"id":"successful-verification","__idx":4},"children":["Successful verification"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["When the borrower answers all questions correctly, the verification dialog closes and the contact card displays a green checkmark with the verifying agent's name and the time of verification. This status persists for 15 minutes."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":3,"id":"failed-attempt","__idx":5},"children":["Failed attempt"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["If an answer is incorrect, the attempt counter increments. The dialog shows how many attempts remain out of the maximum allowed. You can retry with corrected answers until the maximum is reached."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":3,"id":"verification-failure-maximum-attempts-reached","__idx":6},"children":["Verification failure (maximum attempts reached)"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["When all attempts are exhausted, the verification session fails. A cooldown period begins during which you cannot start a new verification for this borrower. The locked dialog shows when you can start a new session. The cooldown length is configurable per verification type by your administrator."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"check-verification-status","__idx":7},"children":["Check verification status"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["The borrower's verification status appears in two places:"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":[{"$$mdtype":"Tag","name":"strong","attributes":{},"children":["Contact card"]}," — On the CRM main page, the contact card shows a checkmark icon, agent name, and timestamp when the borrower has been verified in the current session."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":[{"$$mdtype":"Tag","name":"strong","attributes":{},"children":["NavColumn header"]}," — On the borrower detail page, the verification status indicator appears next to the borrower's name."]}]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["An unverified borrower shows no indicator. A verified borrower shows a green checkmark."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Whether verification is required before agents can take certain actions depends on your company's configuration. Contact your administrator for details."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"related-pages","__idx":8},"children":["Related pages"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/servicing-operations/agent-portal-crm/crm-borrower-search"},"children":["Search for borrowers"]}]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/servicing-operations/agent-portal-crm/crm-borrower-card"},"children":["View borrower details"]}]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":[{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/servicing-operations/agent-portal-crm/crm-overview"},"children":["Navigate the CRM"]}]}]}]},"headings":[{"value":"Verify a borrower's identity","id":"verify-a-borrowers-identity","depth":1},{"value":"Before you begin","id":"before-you-begin","depth":2},{"value":"Verify a borrower","id":"verify-a-borrower","depth":2},{"value":"Verification outcomes","id":"verification-outcomes","depth":2},{"value":"Successful verification","id":"successful-verification","depth":3},{"value":"Failed attempt","id":"failed-attempt","depth":3},{"value":"Verification failure (maximum attempts reached)","id":"verification-failure-maximum-attempts-reached","depth":3},{"value":"Check verification status","id":"check-verification-status","depth":2},{"value":"Related pages","id":"related-pages","depth":2}],"frontmatter":{"seo":{"title":"Verify a borrower's identity"}},"lastModified":"2026-07-27T18:37:27.828Z","pagePropGetterError":{"message":"","name":""}},"slug":"/servicing-operations/agent-portal-crm/crm-borrower-verification","userData":{"isAuthenticated":false,"teams":["anonymous"]},"isPublic":true}