Hi everyone,I’m curious how other financial institutions are handling signer authentication for DocuSign envelopes sent to customers. I’m hoping to compare practices and get a better understanding of what others in the industry are doing.A few things I’d be interested in hearing about:Do you require additional authentication for every envelope sent to a customer, or only certain document or transaction types? What authentication methods are you using most often, such as Knowledge-Based Authentication (KBA), access code, or ID Verification with liveness detection? If you use access codes, how do you communicate the code to the signer? For example, by phone, text, separate email, or another method? Do you have different authentication requirements depending on the type of document, transaction, or risk involved? Have you found a particular approach that provides a good balance between security and customer experience?I’d really appreciate hearing what other banks and financial institutions are doing and what has worked well for you.Thanks!

hreau

New Voice

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How Are Other Financial Institutions Using Signer Authentication?

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Hi everyone,

I’m curious how other financial institutions are handling signer authentication for DocuSign envelopes sent to customers. I’m hoping to compare practices and get a better understanding of what others in the industry are doing.

A few things I’d be interested in hearing about:

Do you require additional authentication for every envelope sent to a customer, or only certain document or transaction types?
What authentication methods are you using most often, such as Knowledge-Based Authentication (KBA), access code, or ID Verification with liveness detection?
If you use access codes, how do you communicate the code to the signer? For example, by phone, text, separate email, or another method?
Do you have different authentication requirements depending on the type of document, transaction, or risk involved?
Have you found a particular approach that provides a good balance between security and customer experience?

I’d really appreciate hearing what other banks and financial institutions are doing and what has worked well for you.

Thanks!

D

Drewcifer

Established Contributor

Not sure I’m allowed to give detailed answers, but I will say that the stronger the PPI, the stronger the ID methods/layers. The balance for security/experience is probably different depending on your line of business.

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hreau

Author

New Voice

Thanks for sharing.

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Marta Deardeuff

Conversation Starter

Hello, we went through a year long process of creating an internal eSign Policy and eSign Risk Rating Chart. I talked to every department in our bank and had them evaluate risks based on a low/medium/high scale. Then they determined whether they would risk rate by document type, transaction type or dollar amount. They assigned the risk and our internal risk committee decided Low would be a one time phone authorization, Medium would be access codes and High would be KBA questions. Right now, we communicate access codes by having a banker call them. However, we are changing to SMS (text). Our process has been in place for a few years now and is working well. I track our success and completion rates each month. Thanks, Marta

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hreau

Author

New Voice

Thank you sharing very helpful.

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PrincessAmy

Active Voice

We use several different processes and it is all based on the Documents and the risk factors.

For New account opening, we use ID verification with Liveness detection. This is great for the consumer processes.

For most of the business processes, we use KBA. We do not use these for some processes that have been built that are only accessible behind their login, or that have authentication processes built in from our side. We are flexible with our needs but we really do look at the risk involved with the process to make those decisions.

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Gen X Nerd Princess from the Midwest!

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lizmartin444

Newcomer

We use KBA, SMS, & IDV depending on the document and PII. We have also created a separate Docusign account for the Retail team to utilize for account opening documents. This account requires the usage of pre-built templates and IDV.

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