Case Study: Western New York Federal Credit Union achieves reduced fraud losses and improved member experience with Fiserv Card Risk Office

Western New York Federal Credit Union Solutions and Analyst Help Reduce Risk and Improve Member Experience

Western New York Federal Credit Union faced rising card fraud from data breaches and needed to protect assets while preserving a smooth member experience. The credit union turned to Fiserv and implemented Card Risk Office, including a dedicated Fiserv risk analyst and the automated risk exemption service, to improve fraud mitigation and reduce false positives.

Fiserv’s solution—combining Card Risk Office, CardValet, Card Risk Mitigation: CardTrackerSM, call center support and analyst-led rule management—reduced fraud losses, lowered call volume even as transaction volume grew, improved cardholder satisfaction, increased staff productivity through more efficient back-office processes, and helped grow revenue. Fiserv’s ongoing analyst support and automation enabled the credit union to better manage fraud trends and deliver a smoother member experience.

Western New York Federal Credit Union

Becky Wurster

ACH, EFT and Card Specialist