Protecting member information challenges financial institutions every day. California's Orange County's Credit Union and Florida's VyStar Credit Union have partnered with fintech firms to balance cybersecurity with an effective member experience.
Pat Cox, vice president and general manager at Sterling, Va.-based information provider Neustar Inc., noted most of their customers' call volumes continued to increase year over year. "The phone continues to be the most intimate, most used channel for that."
To help thwart call center fraud, the $1.7 billion Orange County's Credit Union (Santa Ana, Calif.) turned to Lake Oswego, Ore.-based TRUSTID, a provider of caller authentication and fraud prevention systems for contact centers. (In January 2019 Neustar closed on its acquisition of TRUSTID.)
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Roy Urrico
Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).
