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Navy Federal Credit Union and Proactive Alerting: An Early Adopter's Results with Automated Outreach

Published by: TowerGroup

Published: Mar. 14, 2005 - 7 Pages


Table of Contents


TowerGroup Take-Aways




Report Coverage




Background




Navy Federal Credit Union: An Introduction

Proactive Outreach: Overview of the Agent-Based Environment


Exhibit 1: Proactive Automated Alerting Designed to Focus Human Interaction on Value-Added Areas


TSYS Notification Selected to Automate Fraud Outreach


Exhibit 2: TSYS Notification Data Architecture




Expanding from Fraud Alerts to Collections




Measuring Success


Exhibit 3: Positive Metrics Resulting from Navy Federal Credit Union s Deployment of Proactive Alerting




Summary

Abstract

This TowerGroup Research Note reviews the decisions that led one of the top 20 bank card issuers in the US market to deploy a proactive alerting solution for card fraud detection and subsequently for collections processing. That issuer is Navy Federal Credit Union, which has more than $20 billion in assets and some 2.5 million credit union members scattered around the globe. The Note also analyzes the impact that proactive alerting has had within that organization.

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