Blog: The Consumer Journey – Where End-to-End Security is Table Stakes

September 09, 2020  |  TERENCE DEVEREUX

Your organization is likely well aware of the need to provide the best user experience regardless of whether it’s face to face, at an ATM or through some other digital interaction. Customer-centricity is king and it will pay dividends in today’s banking environment.

But even having the best user experience will not offset the damage if the consumer’s data is unsecure and consequently, hacked. In every consumer experience, security must be at the heart of it all—securing the entire journey and maintaining trust with the consumer. Recent surveys have shown a business will lose a third of its customers following a security breach. 

Let’s take glance at a typical consumer journey at the ATM and how security must be present throughout. 

It Starts with a Safe Space
Securing the consumer journey begins even prior to using the ATM. Walking or driving up to the ATM in a dimly lit alley or dark corner never brings good feelings or confidence. There are some important considerations when designing a safe space to conduct an ATM transaction: 
measures limiting access to only customer cardholders 
surveillance in and around the ATM 
good lighting 
physical protections such as intelligent alarming 
secure ATM design and installation including anchoring bolts 
an ATM designed to securely separate its cash slot from the safe

The Transaction 
Once at the ATM, the consumer initiates the transaction by inserting their card and entering their PIN. How many times do consumers worry about things like, “Did a hidden skimmer just take my data?” or “Oh no, I didn’t cover my PIN while typing it!” while using your ATM? 

Implementing the highest level of skimming protection available and the latest Payment Card Industry (PCI) compliant PIN pad and shield are low-hanging fruit to start with protecting the initial transaction. More modern ATMs with a customer-centric design that include elements that make it private, such as illuminated privacy wings and awareness mirrors, are great additions as well.

Data’s Long Journey
Cardholder data is then transmitted through the ATM, and out into the world through routers, switches and networks.  The consumer’s confidential data travels all the way to the host system and to the FI’s server. The FI and host confirm the identity and the bank’s core processing validates the transaction, finishing the transaction at the ATM by dispensing the required amount of cash to the consumer.

Through the whole transaction—which happens in seconds—it’s vital that you ensure the ATM has encrypted communication running on all its critical components within the machine (PIN pad, PC, EMV card reader, cash modules and alarm card), implementing TLS encryption and MACing for data traveling outside the ATM, so cardholder data can’t be intercepted, stolen or even manipulated.

The FI Perspective
The FI must prevent data from being compromised at every step of the journey to ensure a safe round trip. Making sure all software components, from firmware to the application software (including operating systems), are up-to-date with latest security patches and updates is essential. These will make sure that known vulnerabilities and attack scenarios are addressed. But that’s a reactive policy. Putting a proactive security policy in place, and addressing so-called Zero-Day vulnerabilities, has become a must. Deploying the correct end-point security solution together with the appropriate monitoring solutions, to look not only at the security solutions but also at hardware, terminal behavior and maybe correlating received events, helps move the needle toward a more comprehensive approach.

Be Prepared
Consumers demand a better user experience and they expect a SECURE user experience. As we see criminal attacks continue to occur and the sophistication of such attacks continue to increase, so should your security posture. You need a globally proven security provider who has the experience, knowledge, and expertise to help you in protecting and maintaining the trust in your consumer’s journey—starting from where it takes place, to the transaction itself, and the entire end-to-end processing.

Powered by DN AllConnect Services, Vynamic Software, DN Banking Hardware and more than 160 years of security experience, our experts help manage the highly complex world of security networks for FIs around the globe. 

Learn more about our integrated approach to comprehensive security here.

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