> Sometimes the bank will have ability to e.g. share context between their screen and the Tier 2 rep; sometimes they’re literally incapable of proving to the ba

> Sometimes the bank will have ability to e.g. share context between their screen and the Tier 2 rep; sometimes they’re literally incapable of proving to the bank that they work there. I've experienced this one directly: I ran into an issue with a large transfer between banks a few years ago, and watched with a mixture of amusement and anxiety as the branch employee was unable to prove his identity to his counterpart on the line. He was supposed to share some kind of OTP to prove that he was in front of a branch computer, but whatever microservice was responsible for generating and/or delivering the OTPs was offline.