Chief Risk & Compliance Officer, WEX INC
Annie Drew, WEX discusses enhancing user experiences by automating fraud alerts at Money20/20
About Ann Drew
At the Money20/20 conference in November 2024, Ann Drew, Chief Risk & Compliance Officer at Wex, discussed the company's efforts to improve user experiences through automated fraud alerts. Drew stated that the company automated fraud alerts to remove mundane work from fraud analysts and allow customers to determine on their phones whether a transaction was fraudulent. She described this change as creating a better customer experience. Drew also outlined the company's focus on its workforce, noting that leadership professionals in the field work to understand where fraudsters are heading. She added that the company educates junior employees to identify vulnerabilities and close them before fraudsters can exploit them.
Transcript (1 segments)
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Ann Drew0:00
On the process side, we've really been focused on our employee experience and our customer experience. So we focused on automating fraud alerts, which took away that mundane work for the fraud analysts and put the ability in our customers' hands, right on their phone, to determine whether or not it was fraud. So that's been really impactful too. It's created a much better customer experience, which is good. And then finally, our people. We really focus on our leadership, who are professionals in this field and really understand where the fraudsters are going, or at least they try to understand. And then we focus on educating our more junior employees to really think about where we have vulnerabilities and to close those before the fraudsters get through the door.