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.
The Integrated Fraud Case Management app centralises the required information so that agents can respond fast. 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.