Customer Service requires key data points when members email to validate identity. Lack of sufficient details results in outbound calls or back and forth emails by CS Tier 2 team.
On Contact page, add guidance that members include the following in emails:
Member Name
Nine-digit Member ID number (as shown on Member ID card)
Address
DOB
Phone number
Additionally, add detail in Request A Resource box to align with attached snippet from Info You Want/Way You Want It flyer.