April is Financial Literacy Month, created to educate Americans about their personal finances and help them achieve financial wellness.
One of the greatest risks to good financial health is the ever-present threat of fraud. In today’s digital world it can be all too easy to fall victim to card fraud in particular, hurting consumers, denting their trust, and costing U.S. card issuers $8 billion annually.
While the advent of EMV cards has led to significant strides in combating in-store fraudulent transactions, EMV is only a partial answer in the overall war against fraud as it does not mitigate card not present (CNP) fraud.
In fact, because of the positive impact of EMV, a large percentage of fraud is moving to CNP transactions.
Here are three ways to empower members to help you combat card fraud.
1. Recruit your anti-fraud army
The true cost of fraud to financial institutions is underestimated. In addition to the actual fraud loss, there are operational expenses associated with research, cardholder service, reissued cards, newly issued cards that will not be used, and accounts that will be closed.
To protect your financial institution and members, you need additional risk management approaches that complement the promise of EMV and employ best practices. Provide capabilities directly to cardholders that empower them to actively monitor and manage their accounts.
2. Leverage new technology to your advantage
In addition to best practice tools, financial institutions need empowered and engaged consumers. Cardholders who understand how to safely use their payment cards are one of the strongest lines of defense in the fight against fraud.
Implementing a comprehensive cardholder awareness strategy that emphasizes protecting payment cards and account information from disclosure or risk exposure is just one element.
Members are being empowered via new technology that enables them to actively manage their card use by defining when, where, and how their cards are used. These services are ideal for cardholders who want to proactively manage their accounts through their mobile devices.
The latest “Expectations & Experiences: Household Finances” survey from Fiserv, released in February 2017, shows that the shift to self-service in mobile channels, especially among millennials, continues to mature.
The financial management capabilities of these tools enable cardholders to monitor and control card transactions, manage and review card use for their dependents, and enforce spending policy compliance for transactions on business cards.
3. Give cardholders the control they seek
It all boils down to the experience credit unions strive to provide their members—and those consumers are increasingly looking for anytime, anywhere access to financial services that is not only quick and easy but that gives them peace of mind.
According to Fiserv research, people want services that enable them to secure their physical cards via mobile devices. Among smartphone users with debit and/or credit cards, 60% indicated interest in using their smartphones to respond to debit or credit card fraud alerts.
An almost equal number indicated interest in receiving card transaction alerts for credit cards (61%) or debit cards (62%) to quickly identify fraudulent transactions.
Clearly, members are telling us they want control and are a willing army ready to be deployed in the war on fraud. When cardholders are actively engaged they become part of the fraud-fighting team.
Every credit union must examine its vulnerabilities, identify its unique needs, and determine an appropriate balance between investigating fraud and processing consumer transactions quickly and efficiently.
To successfully make a true difference in the battle against fraud while continuing to delight members, significant consumer empowerment and engagement is essential—and now easily achievable.
PATRICK DAVIE is vice president, risk solutions, card services, for Fiserv.