Auriemma Roundtables

Auriemma Roundtables is debuting its latest Roundtable: Commercial Bank Fraud Control. Check out our site below to learn more about the Roundtable, including topics, attendee profile, and more. For full details, contact Warren Murphy.

Wealth Management contact centers have consistently lower IVR containment rates than Consumer Banking contact centers, according to Auriemma Roundtables' benchmarking data. The trend reflects differing value propositions: Agent-centric service is more likely to be seen as part of the core offering in wealth management compared to quick, automated requests in consumer banking.

Auriemma Roundtables' Troy Huth, Senior Director of the Bank Fraud Roundtable, spoke with Mitek Systems about how crucial it is classify fraud properly, including distinguishing synthetic identity from identity theft. Check out the video below.

As interest rates drop, some subprime auto borrowers are abandoning existing loans to chase better terms on new ones. Auriemma Roundtables Director Sheldon Stewart examines what this means for lenders in his recent analysis. Read more here:?https://lnkd.in/ebEGzdAb

Auriemma Roundtables' latest analysis examines how banks must balance regulator expectations and business realities in the BSA/AML space. Read it here: https://lnkd.in/eSu84RP9 #BSA #AML

Take a look at some of the unique challenges facing customer service teams in the commercial banking space. Our November Roundtable will bring together commercial banking leaders in Miami to plan for the future of customer service. Link: https://lnkd.in/edMeFu-i Ready to join us? reach out to Warren Murphy to learn more!

Exciting news! Auriemma Roundtables' upcoming Money Movement & Payments session will include a guest speaker from #Nacha. Contact Edgardo Torres for full details about this meeting coming up in November.

Banks’ IVR containment – the rate at which inbound service calls are resolved by automated phone trees and menu options – has consistently improved in recent years. As of Q3 2024, containment rate is 76%, up from 59% in Q1 2020, according to Auriemma Roundtables' Bank Customer Service data. (Meanwhile, quarter-to-quarter call volume growth was flat or marginal.) “Improved containment rates in this environment speak to the investments and advances in IVR technology,” said Roundtable Director Steve Sion. “This trend is impressive. It coincides with call centers handling more complex service requests, as web and mobile app channels take over a larger percentage of simpler transactions."

Last week, Auriemma Roundtables gathered 120+ members from several fraud groups (Bank, Card, Commercial, and Fintech) to discuss key trends, challenges, and best practices in fighting ever-evolving fraud tactics. In the race against fraud, our members are the racecar drivers and our Knowledge Partners are the pit crew. A big thank you to our partners SentiLink, Alloy, Recorded Future, Mitek Systems, VALID Systems, Spade, and Innovis for bringing their research, insights, and expertise to our members. See you next year!

Next week, Auriemma Roundtables will share our latest analysis on auto repossessions and the state of auto lending. One trend is a sustained rise in sub-prime auto loan delinquency. According to our Auto Collections benchmark study, 12% of these loans are 2 billing cycles or more in arrears, a more than 20% uptick since the beginning of 2022. Stay tuned for more!