ABA Banking Journal Podcast

Bank executive insights, unique business strategies, regulatory updates from D.C., and fun banking stories—all this and more on the free ABA Banking Journal Podcast, brought to you in 20-minute episodes each week by the American Bankers Association’s award-winning podcast team.


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.

If you can’t see the audio player above, click here to listen to this week’s episode. Read more about voice technology in the ABA Banking Journal.

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Meet your hosts

Shaun Kern
Senior Counsel
ABA

Monica C. Meinert
Deputy Editor
ABA Banking Journal

Evan Sparks
Editor-in-Chief
ABA Banking Journal

 

 

 

 

 

 


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