If an applicant is being asked to answer identifying questions or call TransUnion during the application process, this is a security step required by TransUnion to ensure the application is only submitted by the applicant themselves.
When Does This Happen?
This verification step appears when your RentEngine account has not yet been credentialed by TransUnio. The applicant will be asked to answer four identifying questions based on their personal and financial history.
What If the Applicant Can't Answer the Questions?
If the applicant is unable to correctly answer the verification questions or has a thin credit file, they'll see a TransUnion verification phone number on their screen. They simply need to call that number and a TransUnion representative will verify their identity or let them know if additional documentation is needed.
If additional documentation is required, TransUnion will provide an email address and the details of what to submit. Once the applicant sends in the required documentation, they'll usually be verified within 24 hours.
What Should Your Team Do?
There's no action needed from your side. If an applicant reaches out about this step, let them know it's a standard security verification through TransUnion and walk them through the steps above. If they're asked to call in, reassure them that the process is quick and handled directly by TransUnion.
Additionally, please reach out to your RentEngine account rep to be credentialed by TransUnion (free). That will eliminate this step in the application process.