In today’s digital-focused world, financial institutions (FIs) face mounting pressure to stay ahead of increasingly sophisticated fraudsters. For most, this means balancing the need for tighter fraud controls with the expectation of seamless, trustworthy service for their members.

At Quinte Financial Technologies, we help FIs tackle this challenge by combining proactive fraud prevention with a commitment to improving operational efficiency and member experience. The following case study highlights how one FI turned to Quinte to modernize its fraud response and safeguard both its operations and its members.

A prominent U.S. credit union known for its excellent member service and growing digital footprint was experiencing several operational hurdles. The credit union’s fraud prevention and compliance management processes were becoming increasingly overwhelmed as digital transactions and online account openings surged. Specifically, they faced:

• Operational bottlenecks: Traditional processes were slowing down fraud monitoring and management, which ultimately impacted the member experience.
• Staffing constraints: The increasing volume of online account openings was putting a strain on internal teams, making it difficult to thoroughly review and assess risk for each account.
• Compliance pressure: With regulatory bodies demanding more detailed and timely reports, internal teams struggled to balance compliance with fraud monitoring efforts, leading to inefficiencies.

Quinte stepped in with a tailored playbook to reduce risk without compromising the member experience:

1. Round-the-clock monitoring: Our 24/7 Service Desks ensured continuous monitoring of high-risk transactions, allowing the credit union to identify suspicious activity—whether it was during business hours or over the weekend and holidays.

2. Smarter reviews of online account openings: We introduced a secondary review that helped flag suspicious applications without slowing down legit ones. This enabled the institution to balance speed with security during onboarding.

3. Tailored compliance solutions: To support the credit union’s regulatory obligations, we provided customized reporting tools. These tools helped the team quickly generate and deliver the necessary reports to compliance bodies, allowing them to stay aligned with regulatory requirements without the added administrative burden.

These proactive measures brought about tangible improvements across the board. By implementing these changes, the credit union saw:

• A significant reduction in false positives and escalations, which allowed the credit union to focus on real threats and reduce the time spent on unnecessary investigations.
• Enhanced fraud monitoring accuracy meant that potential risks were identified and addressed faster, limiting exposure to financial losses and reducing operational drag.
• The internal teams were able to focus on high-priority cases, improving the overall efficiency of fraud prevention efforts and enabling quicker responses to genuine threats.

Fraud management is no longer just a back-office concern. It’s a core part of the member experience. Delays, false flags, or unidentified fraud can erode trust in a matter of minutes.

At Quinte, we believe in taking a member-first approach to fraud prevention – one that protects FIs without adding friction for members. As fraud tactics evolve, FIs need agile and responsive processes to stay ahead.