Credit card fraud is often the biggest concern of any banking institution, and First National Bank (FNB) in SA is no exception.
In its quest to implement a zero tolerance policy towards internal or external fraud in the organisation, FNB recently implemented the Staffware Process Suite within its Card Fraud Investigation Business Unit in Johannesburg.
According to Mike Myburgh, Senior Consultant at Staffware South Africa: "There are essentially two types of fraud that FNB has to monitor. One is the fraud that is committed by an external party, using one of FNB`s customer`s credit cards illegally and without the customer`s knowledge or consent. The other type is deliberate fraud, where customers themselves are using their cards to commit fraudulent transactions."
"We at FNB Card are committed to ensuring that all of our customers are able to transact safely, secure in the knowledge that their credit card transactions will not be tampered with. For this reason, we established the Credit Card Fraud Investigation unit, which investigates up to 4 000 transactions per day, in order to check that they are bona fide," comments Jan Kleinhans, FNB Card CEO.
"Several different types of paper-based reports were previously generated, on a daily basis, by our mainframe computer, in order to check customers` accounts against various different fraud detection criteria," Kleinhans explains.
"These reports highlighted suspicious or unusual transactions on customer accounts in order to alert our investigation team to possible fraudulent activity on FNB`s credit cards," he adds.
"These paper-based reports were tracked by Staffware into a Business Process Map, which works out all the steps and then automates them, via the Staffware Process Suite," points out Staffware`s Myburgh. "This also made cross-referencing of the various reports to customer accounts that much easier and more efficient."
"Staffware Process Suite is also fully integrated with FNB`s innovative `In Contact` e-mail and SMS service, allowing potentially fraudulent transactions to be picked up by the bank and instantly communicated to the customer in real-time," he adds.
Selected by FNB`s Credit Card Fraud Investigation unit as a pilot project, Staffware was initially set up for use by a team of 20 fraud investigators. As a result of the pilot`s success, Staffware will now be rolled out to other areas of the unit such as the Lost Card Call Centre and the Administration departments, taking the initial number of users to around 50.
"We have found the Staffware Process Suite to be very user-friendly, as well as increasing productivity, while simultaneously reducing the paper-based workload, comments FNB`s Kleinhans.
"This in turn has increased the satisfaction of our customers, who can rely on us to continue providing them with the 24x7x365 protection they deserve against credit card fraud, in a fast and efficient manner, thanks to Staffware," he concludes.
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