We are analyzing the admin access authority level in our new web and home banking site. We have been raising several questions on member access and I thought I would check with others on how your home banking admin works. A couple questions for you:
1. Does anyone in your credit union have access to the member's answers to MFA questions? I believe that no one should be able to access these answers and the system should be able to require the member to re-enroll if they cannot answer the questions. What are your thoughts?
2. Do you allow any of your IT staff to access or assist member online related questions and access their accounts? Because of the technical nature of the home banking site, browser issues, etc... we are finding the call center staff is not always knowledgeable enough to assist members. Then IT staff gets involved changing email addresses and other account information.
Any thoughts would be greatly appreciated.
Thank you,
