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As a fraud professional, I am passionate about fighting financial crime — yet, at the same time, I tout the importance of balancing security with the customerexperience. The frustrating treatment I received illustrates some lessons for a more positive customerexperience. Lesson 4: Make Things Right with the Customer.
Improve our defenses, and refresh our operations handbook, to handle the increase in mule accounts for money laundering. The customerexperience impact of declines at this time. How an increased amount of point-of-sale (POS) based transactions compared with the customer’s normal could look out of pattern.
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