Rebecca
James
Head of Customer Success at Featurespace, a Visa Solution
"Smooth Criminal - How the scammers wordsmith into your customers' lives"
"Smooth Criminal - How the scammers wordsmith into your customers' lives"
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Session: Smooth Criminal - How the scammers wordsmith into your customers' lives
In a digital world, fraudsters are repeatedly leveraging psychological manipulation to bypass the controls organisations put in place to protect customers.Understanding how the fraudsters exploit cognitive dissonance, reinforce fear and uncertainty, and build trust with victims is key to understanding how to break the spell.
The session will explore some of the psychological approaches used by fraudsters, why these work, and what the impact is. By understanding this, you can design more robust and effective fraud controls, and protect people from becoming victims
Key Takeaways
- fraud prevention approaches
- how scammers can manipulate anyone
- why current approaches are not as successful as they could be
- how we can leverage technology and data smarter to make a bigger impact
Bio
Rebecca joined Featurespace as Head of Customer Success in Q4 2024, leading the team responsible for shaping customer journeys and boosting fraud detection approaches for 70 clients across EMEA, Asia Pacific and Latin America.Previously, Rebecca has held roles in global banks in Europe, the US, South America and Africa including JPMorgan Chase, TSB, NatWest and Barclays with responsibility for creating and implementing fraud strategies. In one role, she reduced fraud losses by 80% within just 18 months.
As VP Fraud Strategy at Chase UK, the first new UK bank in the UK to be granted a banking license in over ten years, Rebecca was integral in building Chase’s customer proposition before it launched in the UK, building the customer journeys for fraud and payments from scratch. This included transforming the 3D secure authentication process to protect customers from scams, and create more seamless journeys meeting the demands of new European regulations
