In an era where fraud tactics are becoming increasingly sophisticated, Empower FCU identified the need to strengthen its authentication processes without compromising the ease of access for members. To address these challenges, Empower FCU introduced IllumaSHIELD™ voice authentication. IllumaSHIELD™ leverages the unique vocal characteristics of each member, providing a frictionless, secure and efficient method for verifying identities during voice interactions.
“Verifying member identity over the phone has always required a thoughtful balance between security and convenience. While our traditional methods were effective, they sometimes introduced extra steps for both members and our team. With IllumaSHIELD™ we’ve been able to streamline the process, making it faster and more seamless without compromising our high standards for security,” said Janis Lunger, VP Member Contact Center at Empower FCU.
“One of the most positive outcomes has been the improvement in overall member experience, along with our ability to become more inclusive. We’ve heard encouraging stories about members who are visually impaired and perceived improved ease of access for some of our more long-standing members. IllumaSHIELD™ has created opportunities to verify individuals who might not have been easily verified through traditional methods, enhancing accessibility and service for all members,” said Jeffrey Lamb, Fraud Operations Manager at Empower FCU.
IllumaSHIELD™ is making a significant difference:
- Achieving an 81% reduction in member verification time.
- 8 out of 10 EFCU members choose to enroll in IllumaSHIELD™ when offered.
- Approaching 30,000 members protected in the first 6 months and growing.
- 19 departments are using IllumaSHIELD™
- 0 Fraudsters have defeated IllumaSHIELD™
Full story available here: https://illuma.cx/article/empower-fcu-voice-authentication-securing-over-30000-members-in-6-months/