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Voice Biometrics 1st Anniversary

Citi Voice Biometrics Authentication

Being the first and only Bank in Malaysia to have this service, we’re celebrating banking made easy.

What is Voice Biometrics?

Voice Biometrics is a verification technology exclusive to CitiPhone Banking that uses your voice, which is unique to every one of us, to identify and verify that it’s really you we’re speaking with. Once you have enrolled and recorded your voice with CitiPhone Banking, you will no longer need to remember your PIN or answer any verification questions.

Here’s how Voice Biometrics works:

  • Record your voice print the next time you call CitiPhone Banking
  • When you make future calls to Citiphone Banking, the system will compare your voice with your recorded voice print
  • The verification is completed in seconds when your voice prints match

Unlock a new banking experience with your voice.

Voice Biometrics - a convenient and secure voice identification system.

Recognises your unique voice for a smoother CitiPhone Banking experience.


Resolve your banking needs quickly without the need for PINs or answering verification questions.


Better security – no one has your voice, for your voice print is uniquely yours.

With Voice Biometrics at CitiPhone Banking, banking just got easier.

Frequently Asked Questions

Can someone gain access to my voice print and hack into my account?

Voice Biometrics is a numerical representation of the sound, pattern and rhythm of an individual's voice. Voice Biometrics or "voice print" is as unique to an individual as a palm or fingerprint. Voice Biometrics technology is the ability to extract an individual's voice print and to use the extracted voice print to verify the speaker's identity by comparing the voice to the voice print. The voice print, which is a numerical representation, cannot be emulated from the file and cannot be reused in any form.

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Can someone record my voice and use that to access my account information?

No. Citi uses Text Independent or Free Speech Voice Biometrics technology, which does not require any vocal password. The verification will be conducted using your voice print whilst you are having a conversation with our CitiPhone officer.

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What if someone has the same voice as me?

No two voices are the same; even identical twins have different voice prints. Over 70 body parts are involved in creating speech. Each human voice and extracted voice print is therefore unique.

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What if I have a cold which affects how I sound?

There may be conditions that may affect the authentication of your voice, though with a slight cold, your voice can still be authenticated. Should the authentication process be affected by a change in your voice, standard verification questions will be prompted to safe guard your confidentiality.

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How much do I have to pay for voice biometrics?

This service is provided at no charge to enhance your CitiPhone experience.

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How can I request for this service? Will I be automatically enrolled?

Your consent to collect, store and use your voice print is required prior to enrolment. All you would have to do is call CitiPhone Banking at 03 2383 0000 / 04 296 0000 / 07 268 0000 and request for Voice Biometrics enrolment.

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Where is Voice Biometrics made available in Citibank?

Voice Biometrics is only available when customers speak to our CitiPhone officers at our CitiPhone Banking hotline 03 2383 0000 / 04 296 0000 / 07 268 0000 and is not available at branches or Citibank Online.

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Can I be authenticated immediately after enrolling for the Voice Biometrics feature?

You will be able to use this service 4 hours after successful enrolment.

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Can I opt-out of Voice Biometrics after I have enrolled?

You may de-enroll from Voice Biometrics at any time by speaking to our CitiPhone Officers.

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Is Voice Biometrics going to replace the existing verification method?

There are only 4 methods of authentication when you call CitiPhone, viz. T-Pin, OTP (One Time Password), Voice Biometrics, and standard verification questions. Voice Biometrics is an additional verification method that we have newly introduced for CitiPhone.

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