Rapidly mobilising and expanding a specialist fraud operations team to enhance fraud prevention, protect customers and deliver high-quality outcomes at scale.
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A leading UK digital bank required additional operational capacity to support its fraud detection, prevention and investigation functions while maintaining high standards of customer protection and regulatory compliance.
The client needed a delivery partner capable of managing multiple fraud workstreams, handling high volumes of alerts and investigations, and taking ownership of key operational queues while consistently meeting service level agreements (SLAs) and quality targets.
Alongside increasing capacity, the client sought a scalable operating model that would enable rapid capability development, robust quality assurance and sustainable growth across its fraud operations.
FinTrU Solution
FinTrU mobilised and scaled a 75-person fraud operations team across multiple delivery locations, providing the client with significant additional capacity to support growing operational demand.
A structured onboarding, training and knowledge transfer programme enabled colleagues to achieve competency quickly while ensuring alignment with client processes, risk frameworks and quality standards. This approach accelerated deployment and allowed resources to contribute effectively across multiple fraud workstreams within a short timeframe.
To maintain consistency and performance at scale, FinTrU established a comprehensive quality assurance and governance framework aligned with client, regulatory and operational requirements. Regular quality reviews, targeted coaching and performance feedback supported continuous improvement and strengthened both individual and team performance.
Working closely with client stakeholders, FinTrU maintained strong operational alignment, enabling effective workload management, prioritisation of fraud risks and ongoing optimisation of service delivery.
Results and Value Delivered
Through its partnership with the client, FinTrU delivered measurable improvements across fraud operations, including:
Business Impact
By combining rapid mobilisation, scalable delivery capacity and specialist fraud expertise, FinTrU enabled the client to strengthen its fraud operations while maintaining service quality and customer protection standards.
The engagement demonstrated FinTrU's ability to deploy large specialist teams at pace, creating immediate surge capacity and a sustainable operating model that could adapt to changing demand. Through strong governance, quality oversight and continuous capability development, FinTrU helped the client build a resilient fraud operation capable of supporting long-term growth and evolving fraud risk challenges.
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