Fraud Case Study

The problem

My large utilities customer had an issue with callers attempting to make check payments using fraudulent routing numbers. This needed to be fixed immediately. The customer provided a list of the routing numbers that needed to be blocked. They also needed a sternly worded message played when the fraud attempt was detected.

The team

We scrambled all the needed skill sets: a UI designer, a Spanish localization specialist, a developer, a QA lead, a speech scientist, and the recording studio. Very quickly, we identified all the details of the solution, laid out a plan for rapid design, implementation, testing, and deployment.

The solution

We added logic to the existing routing number collection to check the given routing number against the list of fraudulent numbers. We worked with the customer’s legal department to finalize the stern warning. We added logic to allow the caller another try to provide a valid routing number. We had all the prompts localized into Spanish, and had all the new prompts professionally recorded.

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The outcome

The turnaround time from reporting the problem to our team to the deployment of the solution, was 36 hours including all the change control restrictions on the customer side. The customer reports that there are no longer any instances of this type of fraud occurring on their automated system.