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tevy
5y

Guys, I just need to know if I'm the one who's crazy.
I work at a fairly large bank. This bank has an Online Banking platform. Now, for reasons that deserve a rant of their own, I work on a self service account opening platform (in branch).
Now, my team is being tasked with adding features that will force customers to enroll in Online Banking and 2FA when opening accounts if they have not already done so.
The reason? There's low usage of the Online Banking solution.
My problem? I think this is a pointless waste of time.
Hear me out: All existing customers already have the ability to enroll with online banking, they can do it from there homes, in their underwear if they want, and they aren't doing it. Can anyone explain to me why we expect that customers who showed no interest in online banking before are going to be interested in using the application now?
You come in to branch to open an account, we stop the process to force you to enroll with internet banking(if you want to finish opening your account through the app), and then hope you'll use it now (despite the fact you could have enrolled at home all along)
We're duplicating the feature of an existing project and slowing down an unrelated process so we can hope you change your mind? Is this not a marketing problem? Do we not just need to sell the shit better? What am I not seeing? It's insane, we even took time to look at signing customers up for email addresses (in branch, while opening an account) if they didn't have one(because you need an email address for online banking). What really gets me is that everyone on my team is eating this shit up like it makes perfect sense. Like nobody else seems to think this is fucking stupid. I'm now resigned to implementing this bullshit. Am I the crazy one here? I realize I must be. Whatever I get paid anyway I guess. I raised my concerns repeatedly and I just kept getting the same stupid response. My job is done

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  • 7
    5y
    Your bank offers 2FA?
    Fuck, there's something I want!!!

    Forcing people onto online banking would only make sense if every customer / client you had was under 30.

    But management will do what management will do to bloat out a spreadsheet number for "sign ups"
  • 3
    5y
    @C0D4 I never thought about it but maybe you're right. Somebodies KPIs may be tied to "sign ups". That would explain it.
  • 1
    5y
    What the COD said. Sounds like an organizational initiative with several, most likely arbitrary moving parts.

    More security is always better though. I don't think it's a bad idea, I wouldn't use a bank that didn't offer 2fa.
  • 3
    5y
    @SortOfTested wait, there's banks out there with 2FA for personal accounts?

    I'm feeling a little depressed right now.
  • 1
    5y
    @C0D4
    Their logo is a buffalo and they are predatory shitlords. I will say no more on the subject.

    Well, that and the legion of "local banks" and "credit unions" in the US. They're all incredibly dangerous to do business with.
  • 2
    5y
    @SortOfTested oh, we don't even have forced password resets 🥺

    Let's see, "it's been 1706 days since you last reset your password"

    Hmm, I might be doing that now.
  • 2
    5y
    @C0D4 you're doing cthulhu's work. Praise jibbers 🍻
  • 1
    5y
    Its unfortunately nor uncommon for businesses to be so hyped of their own solution that if customers does not use them, it must be because they have not seen the light.

    And to often management really thinks that if you showed it down their throats they suddenly will.

    It rarely ends well.
  • 1
    5y
    @C0D4 hahahah, all banks here use 2FA and its requirement from the central bank
  • 1
    5y
    @C0D4 in the EU, all banks require some form of 2FA since the PSD2 directive passed.
    The problem is that nobody specified what constitutes a good 2FA system, so instead of using something simple and effective like TOTP, they went for a custom app, that requires a pin, and from which you have to accept the login request.
    And to set this up, you had to set up a secret answer as a backup, and then receive 2 separate configuration sms.
    Easy, right?
  • 1
    5y
    @Voxera this, my former bank tried to do something similar, but instead of 2FA they 'required' access to photos and agenda and such. I never used their mobile solution.
  • 1
    5y
    2FA is when they text you a PIN when you login?

    Uh all banks have that? And Twitter... Keeps asking me....

    But yes all banks should have 2FA by now at least in US

    As for opening online accounts, I guess that's to inform those people that don't know how to use the internet.

    Online account? What is this online account?

    It's like the retirement account contributions.. before you had to opt in, not many accounts. Now you have to opt out, default is like a contribute 5%.
  • 0
    5y
    @billgates
    Shorthand for online account management. Not as easy as you'd think for some. Took me nearly a year to get RBS' working properly as a customer.
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