Introducing Voice Verification
We now offer Voice Verification, which makes identifying yourself when you call our Member Service Center much faster and easier. Instead of answering several security questions to gain access to your account information, with your permission we can easily and securely identify you by the sound of your voice. Voice Verification is secure and the setup is quick and easy.
Voice Verification is a great security measure to help protect you and your accounts against fraud, because unlike PINs, passwords, and the answers to security questions … nobody can steal your voice.
When you enroll in Voice Verification, your unique and secure voiceprint is created from more than 100 different physical and behavioral characteristics such as pitch, accent, shape of your mouth and vocal tract. Once your voiceprint is created, the next time you call we can use your voice to quickly confirm your identity and reduce the need to answer security questions.
Voice Verification is a free service and it only takes about a minute or two to enroll. After enrolling, we will use your voice to quickly verify it’s you and get right to the reason for your call!
Frequently Asked Questions
What is Voice Verification?
Voice Verification is a security feature that verifies you by the sound of your voice when you call us, allowing fast and secure access to your accounts.
Similar to a fingerprint, Voice Verification creates a voiceprint that is unique to you with more than 100 different physical and behavioral characteristics such as pitch, accent, shape of your mouth and vocal tract. A voiceprint is NOT a recording; it’s an algorithm that reflects the many features of a voice.
Voice Verification is a great security measure to help protect you and your accounts against fraud, because unlike PINs, passwords, and the answers to security questions…nobody can steal your voice.
How does Voice Verification work?
When you enroll in Voice Verification, your unique and secure voiceprint is created from more than 100 different physical and behavioral characteristics such as pitch, accent, shape of your mouth and vocal tract. 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 security questions.
Why should I enroll in Voice Verification?
We know it can be frustrating to answer several security questions. Voice Verification allows us to just verify you by the sound of your voice so you spend less of your time answering security questions and get right to the reason for your call.
Voice Verification is a great security measure to help protect you and your accounts against fraud, because unlike passwords and the answers to security questions … nobody can steal your voice.
Is Voice Verification secure?
Voice Verification is a great security measure to help protect you and your accounts against fraud, because unlike passwords and the answers to security questions … nobody can steal your voice.
As for your voiceprint, we store it as a mathematical equation that only works for verification with our system, so even if it were stolen it could not be used elsewhere. A voiceprint is NOT a recording; it's an algorithm that reflects the many features of a voice.
What if I have a cold?
Hundreds of voice characteristics are represented in your voiceprint, only a few of which are affected by a cold. A health condition that severely affects your voice, such as laryngitis, will lead to a failed authentication – in this case we’ll authenticate with other security questions.
What happens if it doesn’t work?
Voiceprints are very reliable, but if you ever have problems, a representative can authenticate you with security questions. If your voiceprint fails to work repeatedly, we can delete your existing voiceprint and let you enroll again.
I enrolled in Voice Verification so why are you still asking security questions?
There may be instances, like too much noise in the background, when it is difficult for us to make a positive verification using Voice Verification. In that case, our representatives will ask you security questions to protect you and your accounts.
What if I don’t enroll?
If you choose not to enroll in Voice Verification, our representatives will ask security questions to identify you.
What if I enroll in Voice Verification but decide I don’t want to keep it?
If you find that you don’t enjoy quick, secure account access with Voice Verification we can always un-enroll your voiceprint and on future calls we will ask security questions before giving you any account information.
I’m concerned about privacy. I don’t like the idea of you recording my voice.
Your voiceprint is just a digital representation of your voice that only works with our system; nobody can use it anywhere else, and it’s not a recording that we keep or that could even be played back for anyone to hear; it's an algorithm that reflects the many features of a voice.
