NAB Digital Banking 3 — Questions and Answers
Question 1: Which multi-factor authentication method does NAB most commonly use when customers perform sensitive transactions online?
- A security question chosen at account opening
- A one-time password (OTP) sent via SMS to the registered mobile number (Correct answer)
- A physical hardware token mailed to the customer
- A video verification call with a NAB banker
Correct answer: A one-time password (OTP) sent via SMS to the registered mobile number
NAB sends a one-time SMS code to the customer's registered mobile as a second factor to verify high-risk actions like adding new payees.
Question 2: If a NAB customer suspects their internet banking credentials have been stolen, what is the FIRST action they should take?
- Monitor the account daily for a week before taking action
- Wait until business hours to visit a branch
- Immediately change their password and call NAB to report the compromise (Correct answer)
- Cancel all scheduled payments through a third-party app
Correct answer: Immediately change their password and call NAB to report the compromise
Changing the password immediately limits the attacker's access window, and reporting to NAB allows the bank to flag the account and investigate unauthorized activity.
Question 3: NAB's card lock feature in the mobile app allows customers to:
- Temporarily freeze a card to prevent all transactions (Correct answer)
- Only request a permanent card cancellation
- Block international transactions while allowing domestic ones
- Lock the app from being opened on other devices
Correct answer: Temporarily freeze a card to prevent all transactions
The card lock feature lets customers instantly freeze their debit or credit card to stop all transactions, which can be unlocked again if the card is found.
Question 4: NAB will NEVER ask customers to provide which information via email, SMS, or phone call?
- Their name and postcode for identity verification
- Their full internet banking password or PIN (Correct answer)
- The last four digits of their card number
- Their NAB customer number
Correct answer: Their full internet banking password or PIN
NAB's security policy states the bank will never ask for a full password or PIN through any channel — requests for this information are a sign of fraud.
Question 5: Which biometric authentication option does the NAB mobile app support on compatible devices?
- Voice recognition as the primary login method
- Fingerprint and Face ID to log into the app (Correct answer)
- Retinal scan for high-value transactions
- Signature recognition on the touchscreen
Correct answer: Fingerprint and Face ID to log into the app
NAB's app supports fingerprint (Touch ID) and facial recognition (Face ID) on compatible iOS and Android devices as a convenient and secure login method.
Question 6: A customer receives an unexpected call from someone claiming to be a NAB fraud specialist asking for their customer number. What should they do?
- Provide the customer number to help the specialist verify the account
- Hang up and call NAB directly using the number printed on the back of their card (Correct answer)
- Share their online banking password so NAB can investigate immediately
- Accept the call as legitimate because NAB initiated it
Correct answer: Hang up and call NAB directly using the number printed on the back of their card
Hanging up and calling NAB directly on a verified number prevents falling victim to vishing (voice phishing) scams impersonating bank staff.
Question 7: NAB's Fraud Money Back Guarantee covers customers who:
- Accidentally sent money to an incorrect account number
- Were victims of unauthorized fraud with no fault of their own and promptly reported it (Correct answer)
- Voluntarily transferred money to a scammer they knowingly contacted
- Exceeded their daily transfer limit and incurred a fee
Correct answer: Were victims of unauthorized fraud with no fault of their own and promptly reported it
NAB's guarantee covers genuine unauthorized fraud where the customer was not negligent; voluntary scam transfers where the customer authorized payment are generally not covered.
NAB Digital Banking 3
Which multi-factor authentication method does NAB most commonly use when customers perform sensitive transactions online?