Chase will soon allow credit card customers to use voice authentication when dialing the call center, which will help to cut down on additional security questions; Chase will join TD, HSBC, Barclays and ANZ Banking Group in using voice authentication; the voiceprint is securely stored as a mathematical equation, and only works for verification with the bank’s system according to reporting by TearSheet; representatives can ask further authentication questions if needed, almost 30 percent of calls are requests for account access and improving efficiency will cut down on costs as well as time. Source.
Chase has announced it will launch a digital mortgage lending platform in 2017; Chase will collaborate with technology provider Roostify for the new digital lending offering; the digital mortgage lending platform will allow customers to complete their loan completely through online communication with features allowing for comprehensive loan comparison, processing, connectivity and approval. Source
Digital only banks have certainly attracted the attention of incumbents as they look to keep up with customer experience innovation; in the past year banks like Chase, RBS and others have started creating their own digital only brands; the digital only banks have been able to more easily create online marketplaces for products, better options for traveling and mobile workers and they have made the customers a part building the experience; this more nimble, quicker way of building has put pressure on big banks to keep up as many sizable banks have many layers of compliance and process to build. Source.