The Customer Journey and the Fraud Department

In an always-on, digital environment, the fraud department can be seen as an impediment to providing a smooth customer journey. Security and fraud checks are vital to protect both customers and the bank, but poorly managed, they prevent new customers from opening accounts and cause existing customers to leave.

This white paper examines the touchpoints the fraud department has across the customer lifecycle and highlights the processes where the balance between experience and protection is key. Using statistics from an independent survey of 2,000 US adults, we provide insight into your customers’ expectations.