Cards Compliance Customer Experience Handbook 
FICO
JUNE 2, 2020
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 customer experience. The frustrating treatment I received illustrates some lessons for a more positive customer experience. Lesson 4: Make Things Right with the Customer.
FICO
MAY 19, 2020
It's imperative that we do our best to protect our customers from fraud during this vulnerable time, especially when record numbers of people are losing their jobs, unable to work, and facing adversity with their health. Improve our defenses, and refresh our operations handbook, to handle the increase in mule accounts for money laundering.
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