《FICO：2024年加拿大授權推送支付(APP)欺詐與詐騙的影響調查報告（英文版）（17頁）.pdf》由會員分享，可在線閱讀，更多相關《FICO：2024年加拿大授權推送支付(APP)欺詐與詐騙的影響調查報告（英文版）（17頁）.pdf（17頁珍藏版）》請在三個皮匠報告上搜索。

1、2024 Scams Impact Survey:CanadaInvestigating the impact of authorized push payment (APP)fraud/scamsFICO Proprietary ResearchConducted July 2024,published September 2024Survey2As real-time payments(RTP)grow in Canada,can you effectively balance protection and customer experience?Though real-time paym

2、ents(RTP)services are still relatively new in Canada,most consumers in Canada have used them,many have formed opinions about their utility and security,and more are experiencing scams and reporting losses than a year ago.Despite the lack of a national RTP infrastructure,a vast majority of Canadians

3、have sent and received RTP.And Canadians are experiencing scams and losses as their usage increases.Perceptions about RTP security are changing,with more consumers feeling they are comparably safe to credit cards,yet an increasing number of individuals are reporting scam losses to their banks.A majo

4、rity(66%)of Canadian consumers say the top two ways their banks can protect them better from scams is through improved fraud detection and notifications.Read this report for a deeper look at how Canadian consumers are using RTP,experiencing scams and losses,and changing their opinions about RTP and

5、scams defense.An important note about the comparative data in this e-book.The data referenced throughout this e-book derives from two surveys FICO conducted in 2023 and 2024.Each survey asked more than 12,000 consumers across 14 countries their opinions and experiences regarding RTP usage,scams,and

6、their banks scams management capabilities.When year-over-year comparisons are made,they are referring to a comparison of these two surveys that asked the same question in each year the survey was conducted.3RTP continues to grow The majority of consumers in Canada say they have sent RTP(91%)or recei

7、ved RTP(86%),representing a 3%increase over 2023 in each case.While nearly a quarter(23%)plan to increase RTP usage in the next 12 months,64%will maintain their current level.Canadian consumers are wary of scamsMost(63%)say RTP processes include enough security checks,but 11%think there are not enou

8、gh security checks when making payments and 25%dont know.Just 32%of consumers in Canada consider RTP to be more secure than a credit card,well below the 51%global average.Most(53%)say RTP and credit card security are equivalent.More Canadian consumers are reporting losses Only 8%have sent RTP after

9、receiving a scam warning from their bank,versus the 14%global average.Yet 15%of consumers in Canada say they used RTP to pay for goods,services,or investments they did not receive,which is a 4%increase over 2023.A quarter(25%)of consumers in Canada now say theyve reported losses to their bank,a slig

10、ht increase from 2023.More Canadian consumers want scams protection48%of consumers in Canada say deploying better fraud detection systems is the top action their bank can take to protect them from scams.18%say providing more alerts about known or emerging RTP scams is most impactful.Another 12%say d

11、eclining payments the bank has defined as“high risk”is most impactful.More Canadian consumers will change banks if dissatisfied with how scams are resolved Though 55%of consumers say they would be responsible if they fell for a scam,a quarter blame either the sending bank(14%)or the receiving bank(1

12、1%).Most(59%)will complain to their bank if unhappy with how a scam is resolved,but 12%would change banks which represents potentially 4.5 million individuals.Survey Highlights:Executive SummaryWhere are real-time payments headed in Canada?4Canadian consumers appear more skeptical about RTP security

13、 than most other markets around the globe.Fewer Canadians consider RTP to be more secure than a credit card,and fewer believe RTP processes offer enough security checks.At the same time,more consumers in Canada feel banks are not providing enough education about scams(42%)when compared to the global

14、 average(30%).Yet RTP usage continues to grow in Canada.This gives banks an opportunity to increase education,make security efforts more evident to customers,and implement security checks in RTP that give customers more confidence in the process.of consumers have sent RTP;86%have received RTP.While

15、84%sent RTP to another person,and 55%have paid a business,just 21%have sent a RTP from business to a person,well below the global average of 31%.91%of consumers will maintain their RTP usage,23%will increase,and just 4%will decrease.In 2024,22%of consumers used RTP more than 5 times per month,while

16、a substantial 39%use RTP once per month or less.64%of consumers in Canada say there are enough security checks for RTP,well below the global average of 73%.63%of consumers consider RTP to be more secure than a credit card,while a majority of Canadians(53%)say they are about the same.32%5Can you prot

17、ect consumers as scams increase in Canada?83%of consumers in Canada have received a text,email,or phone call they thought was part of a scam,4%more than just a year ago.At the same time,more consumers said they know their friends or family had been scammed,now 44%less than the global average,yet ris

18、ing.Whether they are experiencing more scams,or perceive that they are,its clear that Canadians are increasingly aware of scams and the damage they can do.Banks play a crucial role in identifying and intervening in scam transactions.Consumers want to act with confidence as they take advantage of imp

19、ortant RTP benefits such as immediate transfers and instant funds availability.By providing scam detection and immediate communication through each customers preferred channel,banks can deliver the scam defenses that customers want and expect to see.say friends or family members have been victims of

20、 a scam,5%more than in 2023.44%of consumers in Canada have received a text,email,or phone call they believe was part of a scam,a 4%increase from 2023.83%6As scams and losses increase,can you balance customer satisfaction and fraud resolution?Scams are on the rise in Canada,as are both the amount and

21、 frequency of losses.More Canadians reported losses in 2024 than in 2023,and the value of high-dollar losses(exceeding C$10,000)also increased.Though most losses were relatively small less than C$500 such a loss can still be devastating.However,Canadians above-average willingness to heed scam warnin

22、gs and not send RTP after receiving them is good news for both consumers and banks.By incorporating scam-specific analysis,scoring,and customer outreach for individual transactions,banks can provide proactive warnings along with automated actions to alert and inform customers.Notifying a consumer th

23、at their current transaction may be associated with a scam can engage customers in the heat of the moment to break the scammers spell.of consumers have sent RTP for goods,services,or investments and not received them,4%more than 2023.15%of consumers have sent RTP after their bank warned of scam,6%le

24、ss than the global average.8%of victims were scammed for more than C$10,000,a 6x increase from 2023.6%of victims lost C$500 or less.64%of consumers have reported a loss to their bank,nearly 3%more than in 2023.25%of Canadians are very or somewhat satisfied with their banks scam resolution process.82

25、%7Consumers want to avoid scams how can you help?Most consumers in Canada(55%)say they are responsible should they fall for a scam,which is roughly aligned with the 53%global average.While a quarter of consumers in Canada place the blame for scams squarely on the transacting banks,that is lower than

26、 the 33%of consumers globally who feel this way.Canadians expect their banks to be partners in the fight against fraudsters.This is a chance for banks to bolster their defenses to help proactively protect consumers and their hard-earned dollars while burnishing the banks reputation as a trusted part

27、ner and protector.With the right platform,these insights can be coupled with and drive protective actions such as real-time decision automation and customer outreach,including anything from sending proactive scam warnings,to requiring step-up authentication,to suspending transactions that have been

28、positively associated with scams.Who do you think is responsible if you send RTP to a scammer?8Can you reach customers where they want to be contacted?Canadian consumers have a variety of channel preferences for scam notifications.23%now prefer to use their banks app,a 4%increase over 2023 but 10%lo

29、wer than the global average.At the same time,33%continue to prefer text messaging and another 23%prefer phone calls.Despite the gradual movement away from email,phone,and text to more secure channels such as bank apps,the bottom line for banks in Canada is that there is not a single channel that wil

30、l accommodate all consumers.Banks must be prepared to reach out through any communication channel,in real-time,and with two-way capabilities.Proactive,two-way communications capabilities integrated with scam prevention workflows can immediately notify customers when banks detect a scam in progress.T

31、his real-time engagement is proven to reduce the likelihood of a customer following through with payment to a scammer.Whether the customer prefers email,text,or in-app notifications,a bank ultimately needs to automate outreach through preferred channels and support scam communication and interventio

32、n as quickly as possible.How do you prefer to receive warnings about RTP scams?9Scam victims have high expectations,which,if not met,pose costly consequences.When consumers are unhappy with their banks response to a scam incident,most will take actions that cost the bank time,money,and potentially t

33、he customer relationship itself.More than half(59%)of all customers will complain directly to the bank,while 13%will complain to regulators.Whether the bank is managing and addressing high complaint volumes or facing scrutiny from regulators,these outcomes can be avoided or minimized with a better a

34、nd more automated fraud resolution process.The big risk to banks for missing customer expectations in scam resolution is that 12%of consumers in Canada will change banks if unhappy with how a scam incident was managed.A quarter of consumers in Canada will blame either their own bank(14%)or the recei

35、ving bank(11%)if victimized by a scam,which makes managing scam treatments appropriately a critical way to save operational costs,reduce complaints,and prevent customer churn.of consumers will complain to their banks.59%of consumers will complain to regulators.13%of consumers will change banks.12%Co

36、mplain to the bank(59%)Complain on socialmedia(2%)None of these(6%)Complain to friendsand family(7%)Change banks(12%)Complain to thebanks regulators(13%)If you were the victim of a scam and were unsatisfied with your banks response,which of the following are you most likely to do?10Should banks refu

37、nd scam victims?In 2024,67%of consumers in Canada said banks should refund scam victims all(30%)or most of the time(37%),equal to what our survey found in 2023.Another 3%think banks should never be held liable for these frauds and 15%think banks should be liable only rarely.Banks around the world fa

38、ce the potential for increased regulation that could shift liability requirements for scam losses.Our survey finds that globally,nearly two-thirds of consumers(65%)have the same attitude as the majority in Canada and believe banks should refund scam victims all or most of the time.Given this sentime

39、nt,the best way to avoid the risk,liability,and loss of reputation that scams can create is to prevent them from happening in the first place.A banks approach to automating its defense against scams is crucial and includes such sophisticated techniques as AI-and machine learning-powered analytics,co

40、mbined with capabilities such as contextual processing,decisioning,and real-time customer engagement.It is a complex ask that calls for bringing together multiple teams and stakeholders,from data scientists and IT to business analysts and customer service,to collaborate and iterate on fraud detectio

41、n and intervention strategies that stay ahead of fraudsters while balancing the overall customer experience.Should banks be responsible for refunding scam victims?What do consumers want when it comes to scam detection and prevention?Above all,Canadian consumers want their banks to deploy better frau

42、d detection systems 64%of consumers ranked this as the most or second-most impactful action their bank could take.Another 44%of consumers ranked providing more warnings about known or emerging scams as the most or second-most impactful action their banks could take to protect them.Our survey also fo

43、und that 69%of consumers in Canada would feel positive about their bank if it proactively declined a payment that had been identified as part of a scam.The bottom line is that consumers expect to be educated,informed,and protected.They expect their banks to get that What actions could your bank take

44、 to protect you from scams?1112To achieve these goals,banks can:Pair capabilities such as data ingestion across multiple data sources with behavioral profiling to provide rich context about RTP transactionsApply sophisticated analytic techniques capable of detecting suspicious transactionsAutomate d

45、ecisioning to determine the best course of treatment or level of interventionUse business-defined workflows to orchestrate all these capabilities together in real-timeExecuting all of this together at scale will separate the leaders from the laggards and allow banks to automate more of their fraud d

46、etection,notification,and prevention to defend the customers interests,the banks bottom line,and their mutual relationship.Meeting scam detection and prevention expectations13Key Takeaways Real-time payments will keep growing in Canada.Canada has caught up to the global average of 91%of consumers wh

47、o have sent RTP.As Canadians increase RTP volume,the threat of scams will grow in lockstep.Banks that deploy scam protection technology today are positioning themselves well for future protection as the payments ecosystem continues to evolve.Scams are pervasive and pernicious.44%of consumers now say

48、 their friends or family have been scammed 5%more than in 2023.Among those scams,6%now exceed C$10,000 in losses,more than 6x the number of such cases in 2023.Banks can keep educating customers,especially when they can deliver the right messages in the consumers preferred channel(s).Consumers expect

49、 banks to help them avoid scams.Though 55%of consumers would blame themselves for falling for a scam,67%think banks should reimburse scams victims all or most of the time.Consumers also expect their banks to equip them with the tools,education,and automated fail-safes to help prevent scam losses.The

50、 good news is 82%of consumers in Canada now are somewhat or very satisfied with how their bank manages scams.To improve further,banks should know and utilize each customers preferred channel for critical communications such as scam warnings relating to RTP.Banks face significant consequences if they

51、 fail to meet consumer expectations.If unhappy with how their bank manages a scam incident,12%of consumers in Canada about 4.5 million customers would change banks.At the same time,59%of customers would complain to their bank and another 13%would complain to regulators.Customers want real-time fraud

52、 detection and notification.Canadian consumers say the two most impactful things their bank can do to protect them from scams is have better fraud detection and more warnings about known or emerging scams.In Canada,RTP adoption continues to grow and will remain a disruptive force in the payments eco

53、system.To protect customers from scams and deliver the experiences they expect,you need the right technology to detect scams in real time,and engage with customers in the channel of their choice.FICO Platform provides access to patented,real-time ML-powered scam detection models that differentiate p

54、otential scam transactions from unauthorized transactions that may be the result of third party or account takeover(ATO)fraud.FICO Platform gives you the ability to deploy these models out of the box to make an immediate impact,and models are continually refined and honed with billions of tagged tra

55、nsactions from our data consortium of more than 10,000 financial institutions.With those data insights,FICO models catch more fraud,faster,and will maintain their performance over time.Evolving scam tactics and techniques call for constant vigilance and adaptation on the part of the banks.FICO utili

56、zes patented techniques and sophisticated solutions such as behavior-sorted lists,self-calibrating analytics,and contextual feature generation and behavioral profiling to stay one step ahead of the scammers,to prevent them from harming your customers.FICO Platform can orchestrate the execution of th

57、ese models in real time to determine the best course of treatment for every transaction,whether that is to decline,approve,or route for further verification and review.How FICO Helps14Engaging customers in real time,to break the scammers spell,is a key piece of the scam prevention puzzle.Two-way,rea

58、l-time interactions with your customers in the channel of their choice are an invaluable tool to help fight the scourge of scams.FICO Platform helps automate your outreach across multiple communication channels to improve your operational efficiency and keep up with the speed of your customers lives

59、.Engagement tactics can introduce sensible friction such as requiring customers to verify legitimate transactions from fraudulent ones to help your customers stop and think before sending any RTP,helping to prevent losses and poor experiences.Your ability to detect and prevent scams is only as good

60、as your ability to measure and report on the right metrics,and make appropriate changes quickly to keep pace with evolving threats and changing behavior.FICO Platform lets you easily test,simulate,and compare your fraud prevention strategies to understand potential impacts before you move them to pr

61、oduction.Your fraud analysts are empowered to make changes to rules and decisioning strategies directly,without IT involvement.Once you have your optimal strategy deployed,you can seamlessly create,manage,and share reports that clearly demonstrate the value of your initiatives.How FICO Helps15Fighti

62、ng fraud,and scams in particular,is a 24/7/365 affair.It can feel overwhelming,but FICO experts bring hundreds of years of combined experience to the table to help get your organization started quickly and on the right path.Combining FICO knowledge and expertise with your unique insights,perspective

63、s,and goals can deliver exponential value to your fraud operations and unlock immediate return on your investment.Scam prevention is a critical part of your fraud operations,but we know there are many other use cases and business challenges your organization faces.Thats why weve built FICO Platform

64、to let you take full advantage of reusable assets and cross-functional capabilities to apply data when and where its needed,as well as execute analytics,decision rules,escalation parameters,and more.Your platform investment can be leveraged outside the fraud realm for applications and use cases as v

65、aried and diverse as marketing,originations,customer and account management,collections,and more.FICO Platform delivers the applied intelligence you need to supercharge your growth,no matter where you need it.How FICO Helps16Learn more Read the FICO Fraud Protection and Compliance BlogExplore FICOs

66、award-winning scam detection modelLearn more about stopping scams with AI and MLContact us 2024 Fair Isaac Corporation.5272BK_ENPrivacy PolicyTerms and ConditionsAll rights reserved.FICO is a registered trademark of Fair Isaac Corporation in the United States and in other countries.Other product and company names herein may betrademarks of their respective owners.