The Intersection of Banking + Technology

The Intersection of Banking + Technology
Vince Liuzzi, DNB First


Today many people use electronic devices to access their finances. Whether an individual does business with a larger national bank or a local community bank, they most likely  have access  to electronic banking.

Electronic banking  encompasses  online  banking,  mobile  banking and  over-the-phone  banking, and  enables  customers  to  access  their accounts and perform a wide-range of financial transactions at any time.

In addition to 24-hour account access, customers can easily check account balances, review activity and access their statements through electronic banking. Individuals can also securely transfer money to accounts within or outside of their financial institution, pay bills, as well as send and deposit checks.  Use of mobile banking in particular continues to increase significantly according to the Federal Reserve’s Consumer and Mobile Financial Services report. The number of mobile phone owners using a
mobile banking app has doubled in the last five years.

And with recent enhancements to mobile  banking  apps,  we’re seeing that customers can now apply for products as complex as a mortgage from their mobile device. Yes, that’s right—people can fully complete an application to purchase a home on their smart- phone or tablet!

In the age of electronic banking, we’re also seeing an increase in phishing scams. To combat this problem, financial institutions and banks in particular, have a multi-factor authentication system in place. This approach adds an extra layer of security, requiring more than one method of authentication that the user must provide to verify a login or other transaction.  Many  banks  also  conduct  social  engineering  tests   with   their  employees. When a hacker is unsuccessful,  they  may  try to manipulate an individual into giving up confidential information. These social  engineering tests train employees to spot these types of scams and take appropriate action.

Education plays a key role in combating this type of fraud as well. Many banks provide information and education to help customers and some offer free online tutorials around security measures. Being aware of the nature of these attacks can help to ensure that banks and their customers are prepared.

It’s critical  that  the  security  features  of  online  banking  are  balanced  with
exceptional  customer  service.  Many  tools  and  services that online  banking  offers  are viewed  as conveniences  but  can also double as anti-fraud measures. For example, customers can set up text or online banking alerts so they’re notified when a transaction or ATM withdrawal deviates from normal spending patterns. Customers can also access their transaction history, at any time, through their bank’s online portal or mobile app to keep an eye out for suspicious charges.

As  banking  becomes  more  digitalized,  financial  institutions  are  paying special attention to improving the customer experience. Customers   now  have  access  to  more  powerful  online tools  to  manage their entire financial portfolio, with a focus on ensuring ease of access and creating  a more  personalized experience.  Biometrics  are  becoming  increasingly  popular  to help  customers access  their  account information  more  quickly  and  to  verify  their identity and  transactions  by  using  human
characteristics  as  a  form  of identification. Most smartphones today come with built-in technology  that supports  the  use  of  biometrics  recognition,  such  as  a thumb print sensor.  Eye scanning and voice recognition technologies are  also  being  tested for use.
In addition to providing a more user-friendly experience, biometrics can also be used for security purposes as the identifier can never be reproduced, forgotten or  shared.

With improved security and ease of use, electronic banking is fast becoming a preferred method of day-to-day banking. However,  a big  part  of  overall customer satisfaction is still based on face-to-face banking, as customers continue to visit branches for advice and assistance with important financial  decisions. ♦

Vince Liuzzi joined DNB First in 2013 and is responsible for the bank’s retail, consumer and mortgage lending businesses. He was previously Executive Vice President and Region President for a large national bank’s 165-branch network in greater Philadelphia, overseeing sales and service for consumer, small business and wealth management segments. DNB-

Reprinted County Lines Magazine February 2018


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