[UCRDBR] Experian – Response Plan for Anticipated Increase in Consumer Calls Due to National Public Data Breach

[Departmental Benefits Representatives]

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August 26, 2024

To:
Department Benefits Representatives (DBRs)
From:
HR Central Benefits Office on behalf of UC Office of the President
Re:
Experian – Response Plan for Anticipated Increase in Consumer Calls Due to National Public Data Breach

DBRs, please share this information via your internal listserv. Do not reply to this email.  Please send a separate email with questions to benefits at ucr.edu<mailto:benefits at ucr.edu>

Below is information shared by Experian:

The recent National Public Data (NPD) breach that occurred in the spring and summer of 2024 has resulted in a significant amount of consumer personal information being exposed on the dark web. This breach is expected to trigger approximately 170 million dark web alerts in the coming weeks, likely leading to a substantial increase in participant calls to Experian’s call center; this influx of call volume may result in longer wait times.

To ensure UC participants receive clear guidance on these alerts and to minimize any potential disruption Experian is implementing the following actions:


  *   Enhanced CyberAgent® Dark Web Monitoring Alerts: Additional language will be included in Experian email alerts to provide clearer instructions and reassurance to participants


  *   Portal Dashboard Banner: A new banner will be added to the portal dashboard, offering members recommended next steps to take in response to the alerts


  *   Updated Call Center Resources: Experian is updating their call center's voice recording and phone tree to educate participants on the necessary steps to take and guide them to resources that can help, such as placing a fraud alert or credit freeze, without needing to speak directly to an agent

The Experian NPD Breach FAQ<https://hr.ucr.edu/sites/default/files/2024-08/npd-breach-experian-partner-faq.pdf> developed by Experian includes detailed information about the related alerts and the Interactive Voice Response (IVR) messaging updates.



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