November 11, 2016 -
Virginia Credit Union is now offering a voice biometrics solution from Nuance Communications to identify members, improve customer service and guard against fraud, according to a report by the Richmond Times-Dispatch.
The credit union rolled out the service in an effort to speed up the identity verification process for phone banking clients who, for example, want to check balances or apply for mortgages, commented Tim Kelly, executive vice president of member services for the credit union. “Most importantly, we want to make sure we’re secure for our customers and for the credit union.”
“This system measures 140 unique characteristics of a voice, so it creates a digital voice print that can be used to verify a member’s identity without requiring a list of security questions,” Kelly said. “Your thumbprint is a unique way to unlock your phone; your voice is a unique way to verify who’s on the phone.”
The technology is currently being used by both large financial institutions such as HSBC in the United Kingdom, and smaller organizations such as Eastern Bank in Massachusetts.
“Virginia Credit Union is the only financial organization to use voice biometrics in the state of Virginia,” said Brett Beranek, director of product strategy with Nuance Communications Inc.
According to Kelly, the credit union offers the biometric technology to clients, who can choose whether they want to pair it with a password.
Virginia Credit Union has assets of $3.1 billion, 254,000 members and 17 branch offices.