FFIEC authentication guidance has been clear for years: single-factor authentication is insufficient for higher-risk transactions, controls should be layered, and institutions are expected to reassess their methods as threats evolve. The hard part is translating that into what happens when a member calls in.
Where security questions fall short
Knowledge-based authentication is not multi-factor. It is a single factor — something the caller knows — and one that is widely available to attackers. Leaning on it for sensitive call-center transactions is exactly the posture the guidance pushes institutions away from.
Mapping the guidance to real controls
- Multi-factor — pair a One-Time Passcode (something they have) with voice biometrics (something they are) so identity rests on more than a recited secret.
- Layered, risk-based — require stronger verification for higher-risk calls and let routine ones move faster.
- Logging — capture what method verified each caller, when, and the result, so the control is provable.
An audit-ready trail by default
Confirm records the verification method and outcome for every call as part of normal operation. When an examiner asks how you authenticate members on the phone, the answer is a report, not a reconstruction.
We are happy to map your current call-center flow against FFIEC expectations and show where Confirm closes the gaps. This is not legal advice — but it is a strong starting point for the conversation with your examiner.
See Confirm running in your core.
Tell us about your institution and we’ll get back to you within 24 hours.