mortgage lenders and servicers in the US
Fraud operations: engineered for outcomes
Firstsource runs investigation, safeguarding, recovery, and regulatory reporting for banks and fintechs that can't compromise on quality or margins.
12 of Top 20
7 of Top 10
credit card issuers in the US
3 of Top 6
retail banks in the UK
NelsonHall
Leader — GenAI & Process Automation in Banking, NEAT 2025
HFS Research
Horizon 3 Market Leader — Best Service Providers for Mortgage Reinvention
Everest Group
Star Performer & Major Contender — Financial Crime and Compliance (FCC) Operations, PEAK Matrix®
Everest Group
Leader & Star Performer — Banking Operations Services, PEAK Matrix® Assessment
ISG
Leader — Generative AI Services, ISG Provider Lens®
WHY THIS MATTERS
The fraud bill is growing. The operating model is not keeping up.
Losses are accelerating across every fraud category. The gap isn't detection — it's how organizations are built to respond.
THE COST ESCALATION
$28.1B
chargeback losses projected
Account takeover fraud added another $17B in losses in 2025. Yet fraud teams are simultaneously being squeezed on operating budgets. It is a pressure point waiting for a smarter operating model.
Fortune Business Insights and Javelin Strategy & Research, May 2026
THE DETECTION GAP
11%
of fraud is due to deepfakes
Synthetic identities, built using generative AI, layered with stolen personal data, are bypassing traditional verification. The tools are deployed; they are not calibrated to the complexity of what they are meant to catch.
Sumsub, Fraud Trends 2026, April 2026
THE TRUST EROSION
36%
of all fraud is first party
Customers disputing legitimate transactions, abusing return policies, and exploiting post-purchase processes are creating a category of loss that conventional fraud controls were never designed to catch.
Global State of Fraud and Identity Report 2026
PROVEN OUTCOMES
Fraud performance improves when operations scale with intelligence
Every figure below comes from a running fraud engagement, not a modeled estimate.
55%
faster fraud response time
A UK bank brought us in to run offshore fraud operations. With human intervention and AI-enabled profiling, average speed of answer fell 55%.
~60%
committed TCO reduction
A building society partnered with us to build a fraud and financial crime operation across economic crime prevention, AML relationship screening, banking and savings, and chat support.
62%
reduction in fraud QoQ
We enabled a UK FinTech bank to cut fraud losses through proactive APP money transfer profiling and rule-based probing. Confirmed fraud cases fell substantially.
83%
faster corporate onboarding
A global payment processing company replaced manual KYC and AML checks with a screening engine, and AI-native operations, reducing corporate onboarding time significantly.
Fraud Management Solutions Deep Dive
The full investigation chain, end-to-end
From first alert through regulatory submission, your fraud operations will be engineered for the speed, transparency and auditability that compliance requires, regulators expect, and customers demand.
Signal-based alert prioritization, trained on 6–12 months of historical transactions and investigation outcomes, classifies APP fraud, ACH and wire, check fraud, card-not-present, and account takeover alerts into four risk tiers before analyst review. Real-time Falcon profiling supports point-of-sale referrals, enabling senior analysts to focus on the highest-risk cases.
- First-party fraud and vulnerability screening at triage
- Visual analytics cockpit for FCA/PSR and OCC/FinCEN views
GenAI analyst co-pilots surface customer 360 data, transaction history, and watchlist cross-references in real time at the moment of investigation. Case notes are auto-summarized and structured to meet FCA/PSR standards in the UK and OCC model risk guidance and Reg E timelines in the US. Every decision is audit-ready from the moment it is made.
- GenAI co-pilot: real-time case note summarization
- First-party fraud and synthetic identity detection
- Watchlist and sanctions screening: Dow Jones, World Compliance, OFAC, Pega
- Card freeze within 20-minute SLA
- Reg E error investigation within 10-business-day window
- Structured adjudication to FCA/PSR standard
Inbound fraud contacts managed across voice, digital, and asynchronous channels in both UK and US regulatory environments. Vulnerable customer identification, FCA Consumer Duty obligations, CFPB complaint management, and elder financial exploitation protocols built into the workflow.
- Inbound fraud reporting: telephone, live chat, digital (LivePerson, Adobe)
- GenAI-assisted mailbox: 15-minute response target consistently met
- FCA Consumer Duty compliance built into every interaction
- CFPB complaint management and elder exploitation protocols
- Voice biometrics and deepfake identification tooling
- Vulnerable customer identification and safe messaging
The full restitution chain managed across UK and US markets. UK: SSI/non-SSI refunds, CIFAS markers, and SARs under POCA. US: FinCEN SARs, CTRs, NACHA ACH return codes, and Reg E resolution letters within statutory deadlines. Real-time beneficiary bank communication supports APP and wire fraud repatriation before settlement clears.
- APP and wire fraud recovery: real-time beneficiary bank communication
- CIFAS marker submission and SAR filing under POCA (UK)
- FinCEN SAR and CTR preparation (US)
- NACHA ACH return code processing (US)
- Reg E resolution within statutory 10/45-day windows
- Insurance referral routing (UK/US)
The full disputes and chargeback lifecycle managed across Reg E and Reg Z in the US and direct debit indemnity and Visa/Mastercard scheme rules in the UK. Case status, SLA adherence, and adjudication trails are fully auditable to the standard regulators require.
- Reg E debit and Reg Z credit card dispute management (US)
- Direct debit indemnity claims under UK scheme rules
- Card fraud disputes: lost/stolen/cloned, CNP, account takeover
- NACHA ACH dispute handling and return code processing
- 99.3% of cases resolved within 72 hours (live engagement benchmark)
- Pre-arbitration and arbitration through card network timelines
WHO WE SERVE
Six fraud typologies. Six different builds.
Each institution's fraud problem has a different shape. The operating model should match it.
Banks
The scale to cover all fraud types. The discipline to outperform internal teams.
We deliver end-to-end offshore fraud centers of excellence covering plastic fraud, APP scams, transaction monitoring, chargebacks, and application fraud through 24/7 operations.
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Credit Unions
Reg E and Reg Z compliant fraud and disputes built around risk profile
We manage Reg E and Reg Z-compliant fraud and dispute operations with CFPB-compliant investigation workflows, SAR and CTR filing, and ACH dispute handling for institutions that need deep compliance expertise without building it in-house.
Building Societies
Economic crime operations at the scale of the UK's largest mutual institutions
We deliver application vetting, fraud investigation and prevention, AML relationship screening, mule detection, and safeguarding operations with committed TCO savings.
Customer Story
Transforming fraud operations with GenAI-powered automation
GenAI-powered automation to transform fraud operations
A large UK retail and commercial bank needed to create a Fraud Centre of Excellence that could deliver better-than-internal performance across a growing and increasingly complex fraud landscape. Legacy systems, fragmented processes, and limited operational visibility were hindering efficiency and scalability.
Firstsource built a digitally enabled fraud operation designed to improve performance, strengthen customer outcomes, and enhance operational resilience. The model supports fraud operations across prevention, investigation, disputes, and monitoring, with continuous improvement embedded into day-to-day execution.
The engagement expanded steadily as performance targets were exceeded, demonstrating the scalability and effectiveness of the operating model.
Firstsource built a digitally enabled fraud operation designed to improve performance, strengthen customer outcomes, and enhance operational resilience. The model supports fraud operations across prevention, investigation, disputes, and monitoring, with continuous improvement embedded into day-to-day execution.
The engagement expanded steadily as performance targets were exceeded, demonstrating the scalability and effectiveness of the operating model.
7
fraud categories covered
24/7
meeting and exceeding SLAs
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
FinTech targets $1.5M cost savings for KYC and AML with a new customer onboarding platform
The company had disjointed, manual processes for Know Your Customer (KYC) and Anti Money Laundering (AML) activities. To onboard new corporate accounts, relationship managers would collect the documentation from their prospective customer, and then email it all to the compliance operations team.
The fraud exposure is structural. Treat it that way.
Start with a four-week diagnostic from the team that runs these workflows.
- Diagnosed by operators running fraud investigation, safeguarding, and SAR filing at scale across UK, US, and Australia.
- Built around your fraud typology, channel mix, and regulatory obligations.
- Priced on the outcome delivered, not the headcount placed.