Banking 2015

Fraud investigation platform and credit network integration

Colombian financial institution — debit and credit card operator

Three systems built from scratch: card fraud investigation, security studies and mobile device integration for field operations

The challenge

The institution needed to systematize three critical processes that operated manually or with generic tools: investigation of debit and credit card fraud cases, security studies on associated individuals and merchants, and field operations requiring mobile access to the institution's systems. Each of these processes handled highly sensitive information and needed to integrate with external systems such as Credibanco and CIFIN.

The solution

We designed and developed the three systems as independent applications with integration between them. The fraud investigation system models the complete case lifecycle: intake, assignment, finding tracking, escalation and closure, with full traceability of every action. The security studies system structures the information gathering and analysis workflow. The mobile device integration allowed field agents to access institutional data and record findings from their phones, with secure synchronization to the central systems. All systems integrated with Credibanco and CIFIN for real-time queries.

Results

Card fraud investigation system implemented in production
Security studies system with structured workflow and complete traceability
Mobile device integration for field operations
Real-time integration with Credibanco and CIFIN from the institution's systems
Full traceability of every decision in investigation and security processes

Fraud investigation systems are a particular case of enterprise development: traceability is not a desirable feature but an absolute requirement, because every action taken on a case can have legal consequences for the institution and for the individuals involved. Designing the data model and process flows with this requirement as the starting point produces an architecture fundamentally different from a generic case management system.

The combination of the three systems — fraud, security and mobile field operations — into an integrated ecosystem gave the institution an operational capability that previously depended on dispersed manual processes, with the risks of incomplete information and poorly grounded decisions that entails.

Technologies

Services applied

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