The Fraud Management and Operations department continuously and securely monitors fraudulent activity on all ING products. Once a client's activity, such as a specific transaction or logging into My ING, is considered suspicious, it is immediately investigated and adequately acted upon. It is essential to handle these alerts with high speed and in a customer-friendly way. This required an application with a high degree of automation to handle alerts and to manage suspicious fraudulent activities.
Business Need: The Fraud Management and Operations department continuously and securely monitors fraudulent activity on all ING products. Once a client's activity, such as a specific transaction or logging into My ING, is considered suspicious, it is immediately investigated and adequately acted upon. It is essential to handle these alerts with high speed and in a customer-friendly way. This required an application with a high degree of automation to handle alerts and to manage suspicious fraudulent activities.
Solution: The Integrated Fraud Case Management app centralises the required information so that agents can respond fast.
Results: This significantly limits the financial risk and customer impact. It reduces work complexity and creates a more user-friendly experience because it is integrated within the existing detection engine and client-data sources of ING. Since go live in July 2013, the application has proven its stability, flexibility and transparency.