When Fraud Tests Trust: 5 Findings Credit Unions Can't Ignore
Fraud is not the moment that defines member trust. The resolution is. Quavo’s latest Trust in Banking Research Report reveals a clear shift: members are grading credit unions on the full experience, from transparency and fairness to how prevention and resolution work together.
We’ll dig into:
- Why resolution now outweighs fraud discovery itself in shaping member trust
- The transparency gap widening between what FIs think they’re communicating and what members actually feel
- Why members want prevention and resolution, not one at the expense of the other
- The new scam reality: nearly 4 in 5 members have faced some form of exposure
- Why more members are second-guessing their own disputes and what that means for your team
Joining us are Emrys Gravell, Fraud Resolutions Manager at RBFCU, and Linda Gamez, Vice President of Enterprise Fraud Management at RBFCU, who will bring a front-line and strategic view of how their credit union is putting these findings into practice.
Whether you’re on the front lines of fraud resolution or setting strategy from the top, this conversation will give you a grounded, member-first look at where trust is won and lost, and what credit unions can do about it right now.