Protecting member information challenges financial institutions every day. To address this challenge, California’s Orange County’s Credit Union and Florida’s VyStar Credit Union recently partnered with fintechs in an effort to balance their cybersecurity with providing a top-notch member experience.

Pat Cox, vice president and general manager at the Sterling, Va.-based information provider Neustar Inc., noted most of his customers’ call volumes have continued to increase year after year, with some of Neustar’s largest accounts up over 10% from last year’s volume. “It is a chance for the financial institution to shine in terms of taking care of the customer,” he said. “The phone continues to be the most intimate, most used channel for that.”

To help thwart call center fraud, the $1.7 billion Orange County’s (Santa Ana, Calif., 117,000 members) turned to the Lake Oswego, Ore.-based TRUSTID, a provider of caller authentication and fraud prevention systems for contact centers. (In January 2019, Neustar closed on its acquisition of TRUSTID.)

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Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).

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