As far as peer support, honestly, there's almost no peer support. There is a strong first-line of FAQs and automated systems (regularly ensuring secondary contact information is accurate, well-defined systems for lost authentication devices,etc) and well-trained second-tier tech support.
There are enough third-party auth providers now that would be well able to provide the entire support chain for the banks. In fact, Gemalto has built for this: http://www.gemalto.com/financial/ebanking/
As far as peer support, honestly, there's almost no peer support. There is a strong first-line of FAQs and automated systems (regularly ensuring secondary contact information is accurate, well-defined systems for lost authentication devices,etc) and well-trained second-tier tech support.
There are enough third-party auth providers now that would be well able to provide the entire support chain for the banks. In fact, Gemalto has built for this: http://www.gemalto.com/financial/ebanking/