How can I Guide the Client Through the Truv Order Process

Your assistance is key to driving successful verifications. Be prepared to walk the client through the following stages.

A. Finding the Invitation:

• Email: "The Truv invite should have been emailed to you. The subject line will look like: ‘{first_name}, {my_agency_name} would like to verify your income’. If you can’t find it in your Inbox, please check your spam folder."
• SMS/Text Message: "You should have also received a text message from the number (415) 792-4449. The message will say something like ‘{this Agency} is requesting for you to verify your current income.’ and will include a secure link."

B. Completing the Verification:

Use this combined script to guide them once they click the link.

Suggested Script: "Go ahead and click the link in the invite. It’s personalized for you, so only you can use it. When you click it, you’ll be brought into the Truv experience.

You should be able to directly log into your employer's payroll provider. If your employer doesn’t automatically appear on screen, you can search for your employer or payroll provider using the search bar.

Each payroll provider's login page may look a little different, but you should enter the same username and password you typically use to access your pay stubs online."

C. Confirming Success:

Once the client successfully connects, they will see a confirmation screen.

Suggested Script: "Once you see the confetti, you’re all set! Truv will handle getting all the necessary data and documents over to us."