Help Center

What is Voice ID?

Voice ID is a security feature that helps us verify your identity by the sound of your voice when you call our client services center. It allows fast, easy, and secure access to your account. Like a fingerprint, your voiceprint is unique to you and created from dozens of characteristics including tone, pitch and rhythm. Our Voice ID feature builds a history of your calling behavior including devices used, button pushes and more. It grows with you and refines your profile over time.

How does Voice ID work?

As you interact with our client services center, with your permission, your unique voiceprint will be created from dozens of characteristics including tone, pitch and rhythm. Once your voiceprint is created, the next time you call we can use your voice to quickly verify it’s you and reduce the need to answer additional security questions. Voice ID will also incorporate the devices you use to contact us as well as other measures.

What are the benefits of Voice ID?

We know that you have a lot of passwords and pins to remember. Voice ID helps reduce the hassle of answering security questions when we can verify you by the sound of your voice.

How do I start using Voice ID?

There is no action you need to take now; when you call into our client services center, we will give you the option of creating your unique voiceprint once we have verified your identity. We will ask you to speak for about 15 seconds while our system creates your voiceprint. Voice ID is a great security measure to help protect you and your account against fraud. You are not required to participate and can opt-out at any time.

Am I eligible to use Voice ID?

Currently, Voice ID is available to clients having personal accounts. It is not available for business or commercial accounts.

Is Voice ID secure?

Your voiceprint will be stored with the same powerful security as the rest of your identifying information.

What if I am sick or my voice changes? Will Voice ID still work?

In general, Voice ID will still work if you are suffering from a common cold, illness or slight changes in your voice. In more severe instances, we will verify you using alternative methods. Voice ID grows with you and takes into account age related voice changes.

Why are you still asking me security questions?

There may be instances when there is too much noise in the background for us to make a positive verification using Voice ID, or additional verification is needed based on your request. Our representatives may ask you security questions to protect you and your accounts.

Can I change my mind?

You may opt-in or opt-out at any time. Simply give us a call.

Are other banks using this technology? Is it trustworthy?

Voice ID technology has been used for years by many of the world’s largest banks and telecommunications companies. It is proven technology that is secure, reliable and is continually being enhanced.

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