32 min listen
Is Fraud Prevention the New Customer Service? A Conversation with Karen Boyer, SVP Financial Crimes and Fraud Intelligence, M&T Bank
FromScam Rangers
Is Fraud Prevention the New Customer Service? A Conversation with Karen Boyer, SVP Financial Crimes and Fraud Intelligence, M&T Bank
FromScam Rangers
ratings:
Length:
42 minutes
Released:
Feb 6, 2024
Format:
Podcast episode
Description
In the first episode of Season 2 of Scam Rangers, we dive into the perspective of a Fraud Strategy leader in a US financial institution. What is the difference between dealing with traditional account takeover fraud (unauthorized payments) and online scams (authorized payments) from the perspective of serving and retaining customers? What are the considerations leadership should take into account and how do financial institutions create the right level of friction while protecting their customer from online scams? We also explore a bank's standpoint regarding forthcoming regulations on a global scale and the much-needed but often overlooked aspect of cross-industry collaboration in the United States. Lastly, Karen sheds light on the demanding role of fraud analysts who often double as customer service representatives and therapists, a challenge faced by many members of fraud operations teams
Released:
Feb 6, 2024
Format:
Podcast episode
Titles in the series (32)
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