Challenge

As fraud threats grew more sophisticated, a leading U.S. credit union found its Fraud Operations teams falling behind. Performance lagged with no scalable staffing approach, and turnover plagued its remote workforce. Fraud cases piled up, response times slowed, and new team members took up to two months to get up to speed, hampered by minimal face-to-face training and highly complex workflows.

Solution

An in-depth evaluation of three existing workflows revealed four additional, high-impact workstreams that streamlined operations and allowed for expanded support coverage. To stabilize and strengthen Fraud Operations, on-site teams were engaged and deployed within SOC 2-compliant Provalus Centers of Excellence. A dedicated training program was launched, combining client-specific instruction with continuous upskilling to create a more capable and flexible workforce while decreasing ramp time by more than 35%. This multi-tiered approach accelerated readiness and empowered team members to handle a broader range of tasks, ultimately improving customer support, operational efficiency, and team retention.

97.2%

Annual team retention rate
in Y1

97.3%

Improvement in overnight alert time
4+ hours to 6 minutes

100%

Multi-skilled, cross-trained teams
100 resources

IMPACT

Workflow Expansion and Multi-Queue Mastery:

The transformation from 3 to 7 workstreams enabled faster case resolution and a more agile response. Agents were rapidly upskilled to handle a broader range of fraud functions, including Debit Recovery, Digital Monitoring, Identity Verification, and Investigative Research, resulting in improved service quality and operational resilience.

Proactive Insight Creates Improved Time to Alert:

After uncovering critical gaps in overnight fraud coverage, where alerts were taking an average of 255 minutes to address, Provalus launched a dedicated overnight team. Alert response times were slashed to under six minutes. This strategic shift significantly strengthened 24/7 coverage, accelerated resolution, and enhanced overall fraud defense.

Rapid Team Expansion and Stability:

Within just six months, the Provalus team successfully addressed long-standing talent shortages, scaling from a 15-agent pilot to a 90-agent operation consistently exceeding performance KPIs. This rapid growth not only delivered reliable, high-quality support but also brought long-term stability to Fraud Operations, with attrition held to an impressive 3.2% in the first year.

Client Testimonial

"Your immediate support assisted in facilitating a significant reduction in Time to Alert in our queue. Thank you for the teamwork and agility; you are making a difference!"

- Manager, Fraud Operations