System and method for second factor authentication of customer support calls

A method for securing communications between a device of a client and a customer support service includes the steps of:

• establishing a first communication channel between the device and the customer support service, the first communication channel supporting an access request for information of the customer support service related to the client;
• forwarding the access request to the customer support service using an application session established between the device and the customer support service following exchange of first factor authentication information between the client and the customer support service, the application session comprising a session identifier;
• receiving, over a second communication channel of the device from an authorization server, a second factor authentication request from the client;
• retrieving, in response to the second factor authentication request, over a near field communication interface of the device, a cryptogram from a contactless card of the client, the cryptogram formed from a key and a counter stored on the contactless card;
• forwarding the cryptogram to the authorization server over the second communication channel;
• and
• receiving the information related to the access request over the first communication channel when the authorization server determines a match between the cryptogram and an expected cryptogram generated by the authorization server in response to a stored key and a stored counter for the client.

A method for validating an access request made by a device of a client for client information stored by a customer support service, the method including:

• establishing a first communication channel between the device and the customer support service, the first communication channel supporting an access request for information of the customer support service related to the client;
• forwarding the access request to the customer support service using an application session established between the device and the customer support service following exchange of first factor authentication information between the client and the customer support service, the application session comprising a session identifier;
• receiving, over a second communication channel of the device from an authorization server established by the authorization server using the session identifier, a second factor authentication request from the client, the second communication channel generated using the session identifier and pre-verified contact information for the client;
• receiving, by the device, over a third communication channel established using the pre-verified contact information for the client, a notification of the access request;
• retrieving, in response to the second factor authentication request, over a near field communication interface of the device, a cryptogram from a contactless card of the client, the cryptogram formed from a key and a dynamic counter stored on the contactless card that changes for each access request;
• forwarding the cryptogram to the authorization server over the second communication channel;
• and
• receiving the information related to the access request over the first communication channel when the authorization server determines a match between the cryptogram and an expected cryptogram generated by the authorization server in response to a stored key and a stored counter for the client.