Address and contact information change

How do we change a customer's address or contact details from a call or chat without opening the door to account takeover?

Make the change a governed process rather than a field edit. Callvu identifies the customer under the channel's authentication policy, prefills the current details, sends the change to the customer to approve on their own phone, applies the Red Flags checks for an address change followed by a card or replacement request, writes the update to the core once, and sends a confirmation to both the old and the new contact. Live at Bank Leumi, under national rules outside the US.

Live at Bank LeumiSimpleCallvu moves: prefill, write back

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Last updated November 6, 2026.

The problem today

An address change is the first move in most account takeovers, and it takes one call to make.

Today, without Callvu

A caller passes two knowledge questions, asks to change the address and the phone number on the account, and asks for a replacement card the same week. The agent edits the fields in the core. The confirmation letter goes to the new address. The real customer finds out at the next statement, if one still reaches them.

The Identity Theft Red Flags rule treats an address change as a red flag, and for card issuers requires that a request for an additional or replacement card within a short period of an address change be validated before the card is sent. GLBA's safeguards expect the bank to protect contact details as the keys they are. A field edit in the core enforces none of this.

The honest version of the problem is volume. Address changes are among the most common requests a contact center takes, and the one most likely to be made with a typo. Each one keyed by hand is both a fraud exposure and a returned-mail problem.

How it runs

From the requestto the system of record.

A customer asks to change their address, phone or email on a call, in chat, in the app, or through an AI agent. Callvu identifies the customer and opens the account's contact record.

Customer: Requests the change and approves it on their own phone, through the contact the bank already has.
Contact center: Starts the request from the call or chat and sees its status; does not edit the core.
Callvu: Identifies, prefills, sends the approval to the customer, applies the Red Flags checks, writes the change to the core, and confirms to old and new contact.

Identify
The customer is authenticated under the bank's policy for the channel. A request that arrives through a channel the policy marks as lower assurance (for example, a chat without device binding) is held for step-up verification before anything else.
Prefill
Callvu reads the current address, phone and email from the core and prefills them. The customer or the agent enters only the new values; the old values are kept for the confirmation and the record.
Customer approval on their phone
The change is sent to the customer for approval at a contact the bank already holds (the existing mobile number or email), not the new one. The customer approves on a process-controlled screen with a timestamp. An agent cannot approve on the customer's behalf.
Red Flags checks
Callvu checks the account for a recent or pending request for an additional or replacement card, a new payee, a credential reset or a large withdrawal. A match holds the change for validation under the bank's Red Flags program before any card or credential is issued.
Write back
The change is written to the core once, with the old and new values, the approval and the timestamps attached. Downstream systems that hold the contact (cards, statements, alerts) are updated from the same write.
Confirm to both contacts
A confirmation goes to the old address or contact and to the new one, so the real customer learns of a change they did not make.

Where it ends: The new contact details are in the core and the systems that depend on it, the customer's approval and the confirmations are on the record, and any Red Flags hold is recorded with its outcome. The Decision Trace shows the identification and the checks; the Audit Trace shows every step.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

US requirements shown. Bank Leumi runs this process under national rules outside the US; Callvu loads each market's rules as policies the same way.

Identity Theft Red Flags rule (12 CFR 1022.90 and Appendix J): The bank's Identity Theft Prevention Program must identify and respond to red flags, which the guidelines list to include a change of address followed shortly by a request for a new or additional card, notifications of address discrepancies, and requests made through channels that are inconsistent with the customer's history. The program must be applied to existing accounts, not only new ones.
Address change validation for card issuers (12 CFR 1022.91): A card issuer that receives a notification of a change of address and, within at least 30 days after it, a request for an additional or replacement card, may not issue the card until it has notified the cardholder at the former address or through another previously agreed channel, or otherwise assessed the validity of the change under its Red Flags program.
GLBA Safeguards (Interagency Guidelines, 12 CFR part 364 appendix B): The bank's information security program protects customer information, including contact details and the credentials that depend on them, through access controls and authentication appropriate to the risk of the channel.

Company policies

The authentication standard per channel for a contact change is set by the bank's security policy and applied by Callvu before the account is opened for servicing.
The customer approves the change at a contact the bank already holds, never only at the new one.
An address change with a card, credential or payee request within the Red Flags window is held for validation.
The core is the system of record; Callvu writes the change once and the dependent systems update from that write.
A confirmation always goes to the old contact as well as the new one.

Controls

Channel-based authentication with step-up for lower-assurance channels.
Prefill from the core, with old values retained.
Customer approval on a process-controlled screen at an existing contact, timestamped.
Red Flags correlation check across card, credential, payee and withdrawal requests.
Hold and route to a person on a Red Flags match.
Single write to the core with dependent systems updated from it.
Dual confirmation to old and new contact.

Clocks and deadlines

Red Flags card window: A card request within at least 30 days after an address change is validated before issue (12 CFR 1022.91).
Approval request: The customer's approval link is time-limited under the bank's policy; an unapproved change expires and nothing is written.

Documents and checks

The authentication result for the channel
The old and new contact values as prefilled and entered
The customer's approval with its timestamp and the contact it was sent to
The Red Flags check result and any validation outcome
The confirmations sent to the old and new contact

In the Decision Trace

How the customer was authenticated and under which channel rule.
The Red Flags checks run and their results.
Whether the change was held, and the person's decision on a hold.
The approval evidence and where it was sent.

In the Audit Trace

The channel, the agent where there was one, and the time of the request.
The approval request, its delivery, and the approval.
The write to the core and the updates to dependent systems.
The confirmations sent, with their destinations and times.

The handoff

Between the front doorand the back office.

The front door

The call, the chat, the app, or an AI agent over MCP. The agent starts the request; the customer approves on their own phone at a contact the bank already holds. The approval never happens inside the chat.

The back office

No one edits the core. The change arrives once from the approved request, and every system that holds the contact is updated from it.

The Decision Desk

A Red Flags match (a card, credential or payee request near the address change) holds the change and routes it to the fraud or deposit team in the Decision Desk with the account history and only the allowed outcomes: validate and release, contact the customer at the former address, or decline.
The reviewer is nudged until they act, and the customer sees that the change is under review.

Proof

Live at Bank Leumi.Published results only.

Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.

Bank Leumi reached a 94% average completion rate.

BNK-16 · Customer-attested · verified 2026-11-02

Bank Leumi cut data errors by 77%.

BNK-03 · Customer-attested · verified 2026-11-02

Bank Leumi cut digital development timelines by 91%.

BNK-17 · Customer-attested · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

Can an agent approve the change for the customer?

No. The approval is captured from the customer, on their own phone, at a contact the bank already holds. The agent starts the request and sees its status.

What happens if the caller also asks for a replacement card?

The Red Flags check correlates the two requests. The change is held and routed to a person for validation, and no card is issued until it clears.

Why confirm to the old address?

So the real customer learns of a change they did not make. The confirmation goes to both the old and the new contact, every time.

Does this work from an AI agent?

Yes. The AI agent starts the process over MCP; identification and approval happen on process-controlled screens, never inside the chat.

Related processes

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