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Navy Federal Simplifies Security with Launch of VoiceID

Navy Federal Credit Union announced the launch of VoiceID, a new technology that allows its members to use their voice to verify their identity when calling the credit union.

“VoiceID is just one of the many technologies allowing us to further our mission of world-class service while also delivering a personalized digital experience.”

“Security is our priority. Similar to a fingerprint, your voiceprint is unique to you,” said Michele Wilson, Manager of Contact Center Operations Project Management for Navy Federal. “VoiceID removes the need to remember multiple pieces of personal information, making it easy and convenient for our members to access their accounts.”

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When a member calls Navy Federal, VoiceID allows them the convenience of verifying their identity by repeating a simple passphrase.

First piloted with the credit union’s members and employees in late 2019, the innovative voice technology received positive initial feedback. A survey of those enrolled found that:

  • 90 percent were satisfied with the VoiceID enrollment process
  • 85 percent would recommend VoiceID to others

Members can enroll in VoiceID by calling Navy Federal’s 24/7 contact center at 1-888-842-6328. A Member Service Representative will then explain the enrollment process and transfer the member to an automated system to record the passphrase.

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“We want it to be simple and easy for members while maintaining the security of their accounts,” said Wilson. “VoiceID is just one of the many technologies allowing us to further our mission of world-class service while also delivering a personalized digital experience.”

The launch of VoiceID adds to Navy Federal’s suite of digital features which provide members with convenient and secure banking experiences. Members can control their finances at their fingertips through Navy Federal’s app, allowing them to access their account, set up push notifications, freeze and unfreeze credit or debit cards, and much more.

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