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Our client is a cornerstone of the Turkish banking sector, serving as a full-service universal bank. In the UK context, they occupy a space similar to large household name a banks in terms of market presence, yet they are internationally recognized for a mobile-first operating model comparable to leading UK digital banks
Updating a registered phone number represents a critical and security-sensitive process for mobile banking customers. In the past, this forced users into high-friction experiences, such as visiting a physical branch or waiting for call center support. These traditional methods not only created significant operational overhead for the bank but also left the process vulnerable to potential fraud risks and social engineering.
To address these challenges, the bank partnered with OBSS, a technology consultancy with over 20 years of deep expertise in the banking sector and a proven track record across more than 10 major bank references, to design and deliver a high-assurance mobile recovery flow.
Drawing on OBSS’s specialist Mobile Banking capability and end-to-end software delivery model, the solution leverages NFC-based chip ID verification and advanced face recognition with liveness detection. This allows customers to securely verify their identity and update their registered phone number directly through the mobile app, without relying on traditional channels. By removing the need for human intervention, the update process can be initiated and completed without requiring a standard login, making it both faster and more secure.
Key Solutions
Users securely scan the embedded chip in their eID/Passport via their smartphone’s NFC reader.
Biometric Authentication
Face recognition with liveness detection ensures the person presenting the ID is the actual owner.
Direct-to-App Integration
Customers update their sensitive contact information directly within the mobile environment delivered by OBSS through their turnkey software development model, bypassing the need for human intervention or traditional authentication.
Working in close partnership with OBSS, the bank successfully transitioned the process into a fully self-service, mobile-first experience, significantly reducing operational dependency. OBSS’s expert engineers and agile delivery approach ensured the solution was built to the bank’s exacting security and compliance standards. This shift has simultaneously improved transaction speed, security, and the overall customer experience. Secure phone number updates that once took substantial time can now be completed within minutes, ultimately supporting higher digital adoption and deeper customer engagement across the platform.
100% Self-Service: Eliminated operational dependency, allowing users to complete updates independently.
Rapid Processing: What previously took hours or days can now be finalized within minutes.
Enhanced Security: Robust identity binding through NFC and biometrics significantly improved the bank’s security posture.
Higher Engagement: Improved customer experience metrics and higher digital adoption rates across the platform.
1. Mandatory APP Fraud Reimbursement
As of late 2024 and throughout 2025, the Payment Systems Regulator (PSR) has enforced mandatory reimbursement for Authorised Push Payment (APP) fraud.
The Risk: Fraudsters frequently use social engineering to convince victims to change their registered phone numbers to a “safe” one controlled by the criminal.
The Solution: By removing the human element (call centers) and replacing it with high-assurance NFC and biometric binding, UK banks can significantly reduce their liability and the volume of successful account takeovers.
2. The UK Digital Identity & Attributes Trust Framework (DIATF)
NFWith the full implementation of the Data (Use and Access) Act 2025, the UK now has a clear statutory footing for digital identity.
Compliance: This case study aligns with the GPG 45 standards for identity proofing, which UK banks use to verify users to a “High” level of confidence.
Verification: Using the smartphone to read the ICAO-compliant chip in a UK Passport or BRP (Biometric Residence Permit) is the exact method prescribed by the framework to ensure a secure digital economy.
3. Operational Efficiency in a High-Rate Environment
While UK interest rates remain a focus, banks are under pressure to lower “cost-to-serve” ratios through AI and automation.
Cost Reduction: Moving “high-risk” maintenance tasks from expensivebranch or telephone staff to a fully autonomous, self-service mobile flow directly supports the operational efficiency goals set by major UK lenders like Lloyds and NatWest for 2026.
Customer Experience: It meets the “instant” banking expectations of the UK’s digitally-native population, reducing the friction that often leads to customer churn.
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