Fraud

We run fraud operations as a managed service, handling alerts, cases and claims across your channels so you can reduce fraud losses, protect customers and maintain a smooth customer journey. We work with your existing tools and controls, providing the operational expertise to investigate, resolve and document outcomes at scale, without simply adding more analysts as volumes grow.

This service is designed for organisations that already have fraud detection tools in place but need expert operations to make them work in practice, including:

Banks
Payments and e-money firms
Fintechs
Wealth firms and lenders

If you have multiple platforms producing alerts, increasing scam activity, and manual workflows slowing response times, this service is built to stabilise performance quickly.

Fraud operations are under pressure from all sides: new scam typologies, fragmented tooling, manual investigation workflows, and the need to reduce losses while keeping customer friction low. We help you regain control by improving prioritisation, speeding up investigations, strengthening evidence, and ensuring decisions are consistent and defensible.

What we deliver day to day

We handle the core fraud workflow end to end, including:

Working fraud alerts from your existing systems

Contacting customers where needed, using your approved channels and scripts

Recommending blocks, holds, recoveries and next actions

Integrate in flight without disrupting customer journeys

We plug our teams and tooling into your current fraud platforms, case managers and customer contact channels, so we improve outcomes without disrupting live controls, workflows or customer journeys. We operate in flight to support business continuity, including during change programmes already underway.

Agentic AI in fraud: build the case before an investigator steps in

Our fraud operations are powered by the same agentic AI and orchestration used across AML services, bringing repeatable workflows, consistent evidence and clear audit trails into live operations.

In practice, our agentic AI:

Gathers data from multiple systems and brings it into a single investigative view
Links devices, identities and accounts to surface relationships that matter
Scores, triages and enriches alerts based on risk, behaviour and known fraud patterns
Prepares a clear picture of each case before an investigator starts work

Not every alert deserves the same response. Our triage approach helps determine which alerts and customers need attention first, using context, behaviour and patterns, so human teams spend time where it has the biggest impact on loss prevention and customer protection.

Once an item is prioritised, our agentic AI supports investigators by:

Pulling historic transactions, device and login signals, prior alerts and case notes into one view
Organising evidence and key facts clearly
Drafting case summaries so investigators focus on judgement, customer outcomes and actions, not data hunting

We support scam and reimbursement operations by gathering evidence, assessing claims, and documenting decisions in a consistent, defensible way. This helps firms meet modern reimbursement expectations while maintaining control over customer treatment, loss outcomes and auditability.

We run fraud operations with documented procedures and clear audit trails for both human decisions and AI-supported recommendations. Oversight of rules, triage logic and model behaviour supports internal audit requirements and gives confidence to supervisors where needed.

BAU operations with flexible capacity

We provide stable teams handling day-to-day fraud alerts with agreed SLAs, flexible capacity as volumes change, and a focus on both fraud loss reduction and customer experience. Capacity can be flexed up or down as your business, channels and threat landscape evolve.

Backlogs and surge support when volumes spike

When fraud campaigns hit, products launch, or systems migrate, volumes can surge. We mobilise quickly to clear historic alert backlogs, support transitions and parallel implementations, and handle spikes driven by new typologies, without compromising quality or control.

Specialist SMEs, tested for real-world fraud work

Our fraud SMEs are selected and tested using practical fraud scenarios and typologies, with senior oversight and coaching so decisions remain consistent and defensible. This ensures investigations are handled by people who understand real-world fraud behaviour, not just workflow steps.

Continuous learning and calibration with your teams

Fraud changes fast. We run regular calibration sessions with your fraud and risk teams so decisions, thresholds and playbooks remain aligned to your appetite and adapt quickly as new threats emerge.

Service levels, MI and reporting you can manage

We operate fraud as a measured service, not a black box. You receive clear SLAs for response and handling times, with near real-time MI on:

Alert volumes and queues
Fraud prevented and loss levels
Customer outcomes, including reimbursement and dispute performance where applicable
Typology trends and emerging patterns
Operational performance and quality signals

Global delivery with extended hours or 24/7 coverage

We operate teams across multiple locations with flexible shift patterns, providing extended hours or 24/7 coverage where needed, helping fraud operations keep pace with real-time payments and evolving scam activity.

Commercial options aligned to your operating model

We offer commercial structures that match the way fraud work is funded:

Cost-per-case or cost-per-alert models where you want predictable unit costs for defined fraud activities
Time-and-materials where you need flexible support for change, remediation or surge response

We agree quality thresholds upfront and keep incentives aligned to your goals, including fraud loss reduction, recovery outcomes and fair customer treatment. Where quality drops, we apply agreed remedies so performance remains the priority, not volume.