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SOP-T1-20: Handling Employment Verification Calls

Data Facts & Similar Verification Agencies — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-20

Version: 2.0

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related Contacts: Leilani Puletapuai— internal notification point of contact for verification requests

1. Purpose

This procedure covers what to do when a verification agency — such as Data Facts — calls asking for company or employment verification, and how to confirm the request is genuinely for our company before sharing any information.

2. Scope

This procedure applies to any inbound call requesting employment or company verification, regardless of which agency is calling. It is not limited to Data Facts — the same confirm-first approach applies to any similar caller.

Key point — know which company you are

Our company is Hyper Networks Inc. If a caller is asking about Hyper Networks LLC, that is a different company, and we are not the company they are looking for.

3. Roles & Responsibilities

Tier 1 Support Associate: Confirms the exact company name on the request before sharing anything, declines to confirm or deny for requests not addressed to Hyper Networks Inc., and notifies Leilani of legitimate requests.

T1 Manager: Approves this SOP.

Leilani: Internal point of contact notified of every employment verification request that is confirmed to be for Hyper Networks Inc.

4. Prerequisites

Non-Technical Prerequisites

  • Access to a chat channel with Leilani.
  • Awareness that “Hyper Networks LLC” and “Hyper Networks Inc.” are two different companies, and that this SOP only applies to requests for Hyper Networks Inc.

5. Procedure

STEP 1 — Confirm the Company Name on the Request

Ask the caller for the exact company name written on their request before giving out any information.

Do not assume

Do not assume the request is for us just because the name sounds similar. Confirm the exact company name before proceeding to Step 2 or Step 3.

STEP 2 — If the Request Is for Hyper Networks LLC

Advise the caller that Hyper Networks LLC is a different company, and that they have reached Hyper Networks Inc. instead.

Do not confirm or deny

Do not confirm or deny anything about the employee named on the request. This applies even if the employee's name sounds familiar or if the caller pushes for a quick answer.

STEP 3 — If the Request Is for Hyper Networks Inc.

Ask the caller for the following details:

  • Name of employee
  • Caller Name
  • Caller Phone Number
  • Caller Email
  • Preferred Communication: Email or Phone

Inform Leilani of the details via chat to let her know about the request.

6. Escalation Criteria

  • Caller is unable or unwilling to provide the exact company name on the request → do not share any information; treat as unverified and do not proceed to Step 3.
  • Caller pressures for immediate confirmation or denial of employment before Leilani has been notified → hold firm on Step 3's process; do not confirm or deny anything yourself.
  • Uncertainty about whether a request is legitimate at all → escalate to the T1 Manager before providing any details, even if the company name matches Hyper Networks Inc.

7. Do's and Don'ts

Do

  • Always ask for the exact company name on the request before saying anything else.
  • Collect all five details (employee name, caller name, caller phone, caller email, preferred communication) before notifying Leilani.
  • Notify Leilani by chat for every request confirmed to be for Hyper Networks Inc.

Don't

  • Don't confirm or deny anything about an employee if the request is addressed to Hyper Networks LLC or any company other than Hyper Networks Inc.
  • Don't assume a request is legitimate or correctly addressed just because the caller sounds official or the company name sounds close.
  • Don't provide employment details directly to the caller yourself — this SOP's role is to collect the request details and hand off to Leilani, not to confirm employment on the call.

8. Revision History

v1.0: Original knowledge-base article format, already clear and well-structured.

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Made the “do not confirm or deny” instruction and the Hyper Networks Inc./LLC distinction more prominent as dedicated callouts. Added escalation criteria for unverifiable or high-pressure calls, which the original did not explicitly address. No procedural content changed.