On the latest episode of the ABA Banking Journal Podcast, CEO Brad Paige talks about “the first security enhancement that we’ve done that actually improved the customer experience.” The enhancement: digital voice authentication.
Paige’s bank, the $1.2 billion Kennebunk Savings Bank in Maine, was encountering suspected fraudulent calls in its call center multiple times per day. To make it easier to stop the fraud, the bank deployed voice authentication. By recording 30-45 seconds of audio, customers can opt in and create a unique voice print. Then, when they call, they can be authenticated within two to three seconds, Paige says, “shorten[ing]the length of time that we’re identifying and validating the customer.”
With more than 1,400 customers signed up, Paige says “the customer feedback has been really good. We know we’ve stopped multiple [fraud]attempts.” On the podcast, he also discusses how this technology helps reduce elder fraud and what community bank executives should know about deploying the service.