Voice ID FAQs

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    How does Voice ID work?

    Voice ID uses your voice to authenticate you when you call. It recognises over 100 features of your unique voice and compares them against your enrolled voiceprint.

     

    It’s easy to get started with Voice ID. When you call we’ll capture your unique voiceprint by asking you to repeat the phrase “My Voice is my Password”. It’s as simple as that. We will send a text message to confirm that your Voice ID is set up and then you’ll be able to use your voice when you call.

     

    This is a completely optional service. As this type of personal data falls into the GDPR category “special category information” your explicit consent will be requested before enrolling.

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    What are the benefits of Voice ID?

    Voice ID will make it easier, faster and safer to authenticate you over the phone.

     

    • No need to answer security questions on every call; a simple phrase will do

    • Saves time for our customers and staff

    • We can be confident of who we are talking to; this makes your accounts safer.

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    How can I enrol for Voice ID?

    The next time you call you will be given the opportunity to enrol for Voice ID.

     

    It’s easy to get started with Voice ID. When you call we’ll capture your unique voiceprint by asking you to repeat the phrase “My Voice is my Password”. It’s as simple as that. We will send a text message to confirm that your Voice ID is set up. Next time you call you will be able to use your voice to identify who you are.

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    How do I use Voice ID?

    Once you have successfully enrolled, the next time you call you will be prompted to authenticate yourself by saying “My Voice is my Password”. That’s all you have to do! When your call is answered we will know to whom we are speaking.

     

    While we are phasing in Voice ID on our Debit, Credit and Branch lines you may still be asked some security questions.

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    Do I have to enrol for Voice ID?

    No, you do not have to enrol for Voice ID. Voice ID is a completely optional service which will make it easier, faster and safer to authenticate you over the phone. Your explicit consent will be requested before enrolling.

     

    You can choose to opt out or to delete your voiceprint at any time, if you have already enrolled.

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    If I am sick or sound different, will Voice ID still work?

    Our voices can sound different if you are sick, however Voice ID will still work if you have a cold or sore throat.

     

    Voiceprints are very reliable, but if you ever have problems, we can authenticate you with our normal security procedures.

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    If I am in a noisy place, or if the line is bad, will Voice ID work?

    We may not be able to recognise your voice if the line is bad or if it’s noisy in the background.

     

    But not to worry, if you ever have problems, we can authenticate you with our normal security procedures.

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    I have a speech impediment, will Voice ID still work?

    Yes Voice ID should still work

     

    But not to worry, if you ever have problems, we can authenticate you with our normal security procedures.

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    Can I use Voice ID on behalf of someone for whom I am a carer or hold power of Attorney?

    No, if you are calling on behalf of someone else you will not be able to enrol on their account for Voice ID. You will be able to enrol on your own account, just not on anyone else’s.

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    Is Voice ID available for commercial card/account holders?

    No, Commercial card/accountholders are not eligible to enrol for Voice ID.

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    Can I opt-out of using Voice ID?

    Yes. You can choose to opt out or to delete your voiceprint at any time by calling a Customer Service Advisor.

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    I’m worried about Fraud. Is this secure?

    Voice ID technology will make things safer, and better for our customers.

     

    Unlike your personal information, your digital ‘voiceprint' can't be written down or guessed by others. Voice ID is sensitive enough to help detect if someone is impersonating you or playing a recording because your voice is unique in the same way that your fingerprint is.

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    What happens if it doesn’t work?

    Voiceprints are very reliable, but if you ever have problems, we can authenticate you with our current security procedures.

     

    If your voiceprint fails to work repeatedly, it can always be set up again. We can delete your existing voiceprint and let you set up a new one – making sure you call from a quiet environment and have a good phone line connection.

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    I tried to create my voiceprint and it didn’t work.

    I’m sorry to hear that you had a problem. We suggest that you give it another try and make sure you are calling from a quiet place and you have a good connection if you’re using a mobile phone. It is important to exactly match the words of the passphrase (“My Voice is my Password”)

     

    If your voiceprint fails to work repeatedly, it can always be set up again. Please call a Customer Service Advisor and we can delete your existing voiceprint and let you set up a new one.

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