MemberPass™ and Filene Survey Reveals Changing Attitudes to How Americans Protect Identity with Financial Services
Summary
The survey found 51% of bank customers, 68% of credit union members and 82% of those with accounts at both types of institutions reported changing their preferred contact methods due to the pandemic. “The findings from this survey confirms that there a demand from consumers to upgrade security for financial interactions at credit unions,” said Julie Esser, senior vice president, marketing and communications. As an omnichannel solution, users of the app eliminate the need for knowledge-based authentication (KBA) questions when calling contact centers or visiting credit union branches. Members will also be able to verify the credit union representative contacting them, which is increasingly important in a time where fraudulent outreach is becoming common. This nationally represented study was conducted in partnership with the Filene Research Institute who surveyed 1,028 American adults about their perceptions of MemberPass between September 22 and 26, 2020.