Key Features. The key features of the PINselect system are: Operating modes: Security. Customers no longer have to visit a branch to change their PIN

Transcription

1 PINselect

2 The banking industry is rapidly following a worldwide trend towards remote Customer Service either for branchless organisations or to reduce the need for busy Customers to visit branches. In line with this trend GFG Group identified the need for a system that will allow Customers to select their card PIN over the phone. GFG developed GFG:PINselect as a secure engine to provide exactly this functionality. According to each institutions requirement a range of secure access points can be offered to Customers for selecting their PIN from application process, IVR system, Internet Banking and Call Centre. GFG:PINselect uses a unique two-step operation that ensures complete separation of the card number and PIN from ever being seen together in the clear. Key Features The key features of the PINselect system are: Customers no longer have to visit a branch to change their PIN Customers may select or change their PIN from anywhere in the world Customers may have 24 x 7 access to a PIN selection system if the Institutions Call Centre supports these hours The IVR system can be configured to support multiple simultaneous calls Operating modes: Mail Mode Telephone Mode Please note that there are different considerations for institutions that do their own PIN verification in-house versus those institutions that out-source their PIN verification. Security The security architecture utilised for PINselect is based on licensed functions with Thales Hardware Security Modules (HSMs). All encryption functions are 3DES and carried out in HSMs, there is no software encryption component. The Control Number is derived in a secure algorithm from the card number and Julian expiry date and is used to separate the card number from the PIN. The expiry date is used by the institution to ensure that control numbers expire after xx days (according to card issuer choice). The Seed Value is an extra security measure that can be used by the customer to provide a Hashed PIN over the phone lines instead of a clear PIN. The Seed Value is derived in a secure algorithm from the Control Number and Pad character.

3 Operating Modes PINselect supports two modes of operation, Mail Mode and Telephone Mode. The majority of the steps in the PIN selection process are the same for both modes. Telephone Mode Allows an institution s existing IVR system to read the Control Number to the customer whilst they are on the telephone. This mode requires additional physical security, particularly in customer identification but provides better customer service as the delays caused by posting the solicitation envelope are removed. 1. The customer phones the call centre. 2. The customer is identified by call centre staff using your institution s own identification process, the call centre operator selects the appropriate card and then using CTI the call is disconnected from the call centre operator and an on-line message is sent to GFG:PINselect that contains the customer s card number. The entire message is encrypted during this transmission. 3. PINselect encrypts the card number, using GFG s proprietary algorithm secured with the Thales HSM, and produces the Control Number, which is sent to your IVR system. The IVR system then reads the Control Number to the customer and the call is then disconnected. 4. The customer rings a dedicated phone number for the institutions IVR and is prompted to enter the Control Number as identification and selects their PIN. 5. PINselect converts the Control Number back to a card number securely within the HSM and provides the issuer card system with the encrypted card number and encrypted PIN block. The issuer can then decide whether to use offset or PVV etc. 6. Where the Institution verifies their own PIN, this new PIN is immediately active on the system for use by the customer. Mail Mode The Control Number generation is done in batch mode and mailed to the institution s customers. In this mode, PINselect can be configured to provide the following: Mailer with just the Control Number Mailer with the Control Number and PIN (generated or existing) Mailer with the Control Number and Seed Value. Mailer with the Control Number, PIN and Seed Value The processing steps: 1. PINselect prints a solicitation envelope for each customer in the batch run. The solicitation envelope is a secure document just like a PIN mailer envelope and contains a Control Number plus other configured data (PIN, Seed Value). 2. The envelope is posted to the customer. If a PIN is provided, the Control Number is only used if the customer wants to select a PIN. 3. If the Seed Value Option is enabled, the customer selects a new PIN and adds the values to the Seed Value, thus creating the Customer Hashed PIN. 4. The customer then rings the Institutions IVR and is prompted to enter the Control Number as identification and the PIN (Hashed PIN) twice for verification. 5. PINselect converts the Control Number back to a card number securely within the HSM and provides the card system with the encrypted card number and encrypted PIN block. The issuer can then decide whether to use offset or PVV etc. If enabled, the Hashed PIN is transformed from the Hash value into the real PIN and then encrypted under the appropriate HSM key. 6. Where the Institution verifies their own PIN, this new PIN is immediately active on the system for use by the customer. 7. Where the institution outsource the PIN verification then a new card is produced containing the offset or PVV/PVKI on track 2 of the card. 7. Where the institution outsource the PIN verification then a new card is produced containing the offset or PVV/PVKI on track 2 of the card.

4 The following diagram shows an example where a Seed value is generated, which the customer uses to generate their PIN. The last 8 digits are phoned into the IVR by the customer. The IVR sends the numbers to PINselect together with the Control Number. PINselet then sends the Control Number and the Hashed PIN to Thales. An Encrypted PIN Block and Card Number are then returned to PINselect which are forwarded to the institution host.

5 Process Flow The following diagram depicts the two step customer process using telephone mode. The entire message can be encrypted to and from the IVR and GFG:PINselect and Host systems. Interfaces The GFG:PINselect system supports on-line connections to a card or switch system for realtime processing of PIN requests as well as off-line batch file transfers. Hardware The GFG:PINselect system can be deployed on a Unix, Linux or Windows Server. The system uses Thales cryptographic hardware for all secure functions including GFG s proprietary algorithm (in Thales firmware). This provides a tamper proof environment where all cryptographic services are performed. All encryption is under triple DES (3DES). Further information GFG Group operates from offices in Auckland New Zealand, Melbourne Australia, Manila, Singapore and Dubai. The company s core research and development team is based in Auckland with consultants and technical staff located in the international offices to provide front line 24/7 support for customers in multiple geographies. Phone: info@gfg-group.com Address: GFG Group Limited Level 10, Qantas House 191 Queen Street, Auckland PO Box 5825, Wellesley Street Auckland, New Zealand The telephony functions of GFG:PINselect are typically provided by the institution s IVR.