Techcombank leads in the rate of customers successfully updating biometrics

After more than 2 weeks since Decision 2345/QD-NHNN officially took effect (from July 1, 2024), more than 22 million accounts have been authenticated and cleaned using biometric identification technology, ensuring that they match the data on the citizen identification card. In particular, Techcombank is currently one of the leading banks in terms of the rate of customers successfully updating biometrics.

Since July 1, 2024, the entire banking system has officially operated biometric identification in electronic payment transactions according to Decision No. 2345/QD-NHNN. Deputy Governor of the State Bank of Vietnam (SBV), Mr. Pham Tien Dung, used the phrase "Campaign 2345" to describe the peak period of implementing safe and secure solutions in online payments.

According to data updated by the State Bank, Techcombank is currently the bank with the highest rate of customers successfully updating biometrics in the system at 25.96%. The second-ranked bank has a rate of more than 23%, and 4 other banks have a rate of over 10%. The remaining banks have a rate of customers successfully updating biometrics at less than 10%.

In terms of the absolute number of customers completing biometrics on mobile, according to statistics recorded at Techcombank, about 2.6 million customers have completed biometric updates, accounting for more than 90% of the total number of regular customers with transactions of over 10 million VND. Of these, 2.3 million customers completed biometric updates via Mobile App, and the remaining customers collected data at the counter.

The Journey to Prepare for "Operation 2345: Untold Stories"

Biometric authentication also contributes to improving the effectiveness of preventing and combating high-tech crimes in cyberspace, especially in the context of recent sharp increases in bank fraud and theft. In fact, before July 1, when Decision 2345 took effect, the entire banking system had entered a "sprint" to prepare the technology platform to provide the fastest and best support to customers in order to collect biometric data and compare it with information stored in the National Population Database.

Revealing the journey to prepare for the implementation of Campaign 2345, Mr. Pranav Seth, Director of Digital Transformation at Techcombank, shared: Techcombank has assembled a large project team, with more than 60 experts in UX, product management, technology development, customer communication, risk management... "We have researched more than 200 mobile phone models with different NFC locations (wireless connection standard in short range) to prepare customer instructions in many visual communication product formats, from animation, video , email to other promotional information... Along with that, Techcombank has conducted more than 40 hours of training for each of the 5,000 employees working directly with customers since February 2024".

Along with that, this bank uses modern data analysis tools to allocate the digital customer list into more than 50 groups, based on location, device type, frequency of use, payment habits... to prepare personalized messages, to guide customers to perform biometric settings at different contact points, from branches, call centers, through customer service staff, to posting on social networks, emails, in-app messages... On the peak day of implementing biometric transactions, Techcombank took advantage of cloud infrastructure to improve customer service capacity, to avoid unwanted interruptions.

Investing heavily in advanced anti-deepfake technology

Leaders of some banks emphasized that the implementation of Decision 2345 is not a simple task, but also an opportunity and motivation for all banks to build a biometric data warehouse as well as develop biometric applications in practice to serve customers. According to Mr. Pranav, Techcombank also invests heavily in security technology: using biometric authentication combined with other layers of protection including application shield (to detect emulators), FIDO, advanced anti-deepfake technology (checking the liveliness of flash) ...

During the implementation process, Techcombank recognized a group of customers who could not perform biometrics on the app themselves for various reasons, such as the phone not supporting NFC, having difficulty locating the NFC scan location on the phone, or having performed it many times but not successfully... In cases where customers were not successful, the bank implemented strong communication and recommended that customers could go directly to the nearest Techcombank branch or transaction office for support.

According to experts, up to now, the "2345" Campaign has affirmed its success with careful preparation efforts from member banks, with tens of millions of accounts successfully registered for biometrics. This number contributes significantly to the prevention and fight against high-tech crimes in cyberspace while increasing the security and safety of the banking system. "The solution to authenticate digital transactions using biometrics is one of Techcombank's strong commitments to comply with the highest requirements of the State Bank of Vietnam, while aiming for the highest goal of ensuring safe and secure transactions for customers in the digital banking space", Mr. Pham Quang Thang, Deputy General Director of Techcombank shared.

In strict compliance with Decision 2345 of the State Bank, from July 1, 2024, Techcombank will apply biometric authentication solutions on digital banking for online payments and bank card payments, including:

• First transaction made on a new device (when logging into Techcombank Mobile application for the first time, or after changing the device to install Techcombank Mobile);
• Money transfer transaction over 10 million VND/transaction; Cumulative money transfer limit per day over 20 million VND/day;
• Payment transactions over 100 million VND (per transaction or per day);
• Foreign money transfer transactions, foreign currency purchase and sale requests (regardless of transaction value).

Source: https://thanhnien.vn/techcombank-dan-dau-ve-ty-le-khach-hang-cap-nhat-thanh-cong-sinh-trac-hoc-185240716170246073.htm