Comment by lxgr

Logging and retroactive auditing seems like the very least they should do. Even asking the customer service agent to first provide identifying details of the customer they can't easily know or guess by themselves doesn't seem excessive, given the sensitivity of the information.

It won't work for 100% of all calls (what if the customer is locked out themselves etc.), but those calls can then be handled by even more closely monitored agents.

"Less than 1% of monthly transacting customers" means up to 1% were accessed – that seems very high, i.e. much higher than the number of customer service contacts I'd expect.