# Verify a borrower's identity

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.

**Availability:** All clients
**Required permissions:** None required to initiate verification. Verification question banks are configured by your administrator.

## Before you begin

- Verification questions are configured at the company level by your administrator. The specific questions presented depend on your company's verification setup.
- 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.
- A completed verification is treated as active for 15 minutes. The session expiry and throttling limits are configurable per verification type by your administrator.


## Verify a borrower

1. From the CRM main page, [search for the borrower](/servicing-operations/agent-portal-crm/crm-borrower-search) and select the result to load the contact card.
2. On the contact card, select the verification button to launch the verification dialog.
3. Read each security question to the borrower and enter their response in the corresponding field.
4. Submit the answers.


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.

## Verification outcomes

### Successful verification

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.

### Failed attempt

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.

### Verification failure (maximum attempts reached)

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.

## Check verification status

The borrower's verification status appears in two places:

- **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.
- **NavColumn header** — On the borrower detail page, the verification status indicator appears next to the borrower's name.


An unverified borrower shows no indicator. A verified borrower shows a green checkmark.

Whether verification is required before agents can take certain actions depends on your company's configuration. Contact your administrator for details.

## Related pages

- [Search for borrowers](/servicing-operations/agent-portal-crm/crm-borrower-search)
- [View borrower details](/servicing-operations/agent-portal-crm/crm-borrower-card)
- [Navigate the CRM](/servicing-operations/agent-portal-crm/crm-overview)