Voice verification

If you choose to enrol, we use a recording of your conversation with our agent to generate a unique numerical representation of your voice. This is also known as a “voiceprint”. Just like your fingerprint, a voiceprint is unique to each individual and can’t be easily mimicked.

Then, whenever you call us again, our system will automatically match your voice against the voiceprint to verify your identity. This feature helps us keep you and your banking information safe and saves you time when verifying your identity. Rest assured, no one else can use your voiceprint outside our system or use it to recreate a recording of your voice.

To better protect you and your accounts, there may be instances when we need more information to verify your identity. In these cases, we rely on other methods to identify you, including asking you security questions.

Voice verification is very reliable. However, if for some reason we cannot use your voiceprint to verify your identity, we can use other methods to identify you, including sending you a one-time verification code.

Yes, voice verification works even if you have a cold. If for some reason your voice is severely affected, we can use other verification methods to identify you, including sending you a one-time verification code.

You can withdraw from voice verification at any time. Just call us at 1-800-465-2422 Opens your phone app.. We'll take care of the rest.

Once you withdraw from voice verification, we will no longer use your voiceprint to verify your identity, unless of course you choose to re-enrol. We will continue to use information related to your voice for fraud prevention purposes. To learn more about how we handle your personal information, read our Privacy Policy.

Our agents will inform you of the voice verification enrollment process. This enrollment is optional. CIBC will create your voiceprint only when consent is obtained.