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CO-OP moves fraud call center in-house
RANCHO CUCAMONGA, Calif. (12/6/07)--CO-OP Financial Services has brought its fraud service center in-house, with more than 20 analysts to research and service CO-OP client cases. The center was created to focus on CO-OP credit unions that use Falcon Fraud Manager, a neural network technology that examines signature and personal identification number debit transactions. Analysts are trained to monitor the data, identify trends and take corrective action. “We recently reissued cards to a number of our members who were part of an account data compromise,” said Michelle Mattson, electronic service administrator at T&C FCU in Bloomfield, Mich. “Typically, we allow two weeks during this type of reissue before we block the members’ old cards. The service center brought a fraud trend to our attention, showing compromises on some of the old cards, and we were able to block 20 of them before the two-week window.” CO-OP Financial Services, a credit union service organization, has 2,800 credit union members and more than 25,000 surcharge-free ATMs.


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