Focused on card fraud prevention
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1 Focused on card fraud prevention
2 The evolution of credit card fraud As EMV adoption increases, counterfeit cards are harder to create and use 76% decrease in counterfeit fraud at U.S. chip-enabled merchants* 97% of U.S. payment volume used EMV cards (as of March 2018)* The decrease in counterfeit fraud and increase in EMV card access has caused a shift to alternative card fraud techniques. What is EMV? (Euro MasterCard Visa, a.k.a. chip cards, smart cards, chip/pin, etc.) EMV cards with chips are more secure than those with a magnetic stripe alone. The EMV chip code changes with each transaction whereas the magnetic stripe code is static. This changing code makes it harder to create counterfeit cards. EMV is part of a solution but not a cure for the epidemic of fraud that is plaguing payments and commerce. 2 *US EMV Migration Summary, March 2018
3 Shifting fraud threats create new challenges Fastest growing methods of card fraud 1 Card not present (CNP) fastest growing type of card fraud transaction occurs without the physical card present via phone, mail, internet or other electronic means 2 Fallback bypassing chip security when a chip card is used at a chip-reading device, but the cardholder uses the magnetic stripe or has the card manually keyed allowing counterfeit card use 3 Account Take Over (ATO) using a person s account information to purchase products and services Masquerading, phishing and smishing are used to get personal information and create new accounts 3
4 Fraud threats continue to shift 4
5 Fallback is key to bypassing chip card security 5
6 Account Takeover and Automated Fuel Dispenser Fraud 6
7 Built in fraud protection Layers of security features to prevent, detect and monitor fraud Production security features: Cards are embossed at a secure production facility under a dual custody process. Reproduction protection: Physical features such as holograms, embossed account number on front, printed account number on back and secure algorithms within the magnetic stripe further protect your cards. Systemic controls: A sophisticated application authorizes only the transactions that clear the specific parameters you define for each card. Early fraud detection: We automatically monitor account activity for potential fraudulent activity and contact cardholders to verify legitimacy of transactions. 7
8 Steps to verify and resolve fraudulent charges Fraud servicing scenarios When activity is flagged: When posted fraud charges require credit: 1. An outbound call is placed to the primary contact to verify activity 2. If no answer, an outbound call is placed to the secondary contact 3. If no answer at either telephone numbers or phone attempts can not be made, an is sent to primary contacts to ask for a return call 1. Following fraud confirmation, the account will be closed and each transaction transferred to new account 2. All transactions will appear on the new account number billing statement or your reporting tool 3. Fraud will send a fraud statement to the Program Administrator or cardholder via , fax or regular mail 4. Program Administrator or cardholder may be asked to complete Fraud Affidavit to comply with VISA and Mastercard regulations 5. Credits for individual fraud transactions will appear on new account for balance reconciliation. Once the credit is applied to the account, the claim is resolved Client action Call the Fraud department at or collect The department is available 24/7 to assist with questions or verification. 8
9 Balancing fraud risk and client satisfaction Fraud attempts will continue to occur, but our focus is on minimizing their impact. Let s work together to achieve a long-term, sustainable business model 1 Gather accurate contact information for your cardholders including address and phone number(s) 2 Enroll in account activity alerts when available 3 Require fraud education and training, including phishing and masquerading 9
10 Cardholder role in preventing credit card fraud Actions you can take to reduce the risk of card fraud Use your chip whenever possible request it when chip reader is available Know your PIN many transactions declined due to incorrect PIN Receive mobile alerts for real-time visibility into potentially fraudulent transactions when functionality becomes available Verify name, address, and CVV (3 digit code) for online transactions many transactions declined due to incorrect data Report any suspicious card activity immediately 10
11 Organization role in reducing credit card fraud Actions businesses can take to reduce chances of card fraud Expand virtual payment solution spend Differentiate user names and passwords across platforms Establish MCC controls, defined cardholder benefits and activity alerts Segregate card request and approval duties Review transactions and report suspicious transaction activity to bank immediately 11
12 Successfully combating card fraud State of Florida will find confidence in our innovative, layered approach to preventing and addressing fraud. Fraud detection and resolution 12 ZERO liability for external fraud impacts Fraud protection and monitoring Dedicated team tracks trends and reviews activity Account activity alerts through SMS, or phone Real-time notification of transactions when available Employee misuse insurance Consistent coverage as a best practice, as available in global markets Program control and spend monitoring Exception reporting based on MCC codes IDENTIFY Suspected fraudulent activity is targeted by the use of advanced fraud rules. ANALYZE Our Fraud Analysts review transactional patterns that may indicate fraud. CONTACT When fraud is suspected, Fraud Analysts contact clients to validate transactions. REMEDIATE In the event of fraud, the account is closed, a card is reissued and claims are processed quickly.
13 Notice to Recipient Bank of America Merrill Lynch is the marketing name for the global banking and global markets businesses of Bank of America Corporation. Lending, derivatives, and other commercial banking activities are performed globally by banking affiliates of Bank of America Corporation, including Bank of America, N.A., Member FDIC. Securities, strategic advisory, and other investment banking activities are performed globally by investment banking affiliates of Bank of America Corporation ( Investment Banking Affiliates ), including, in the United States, Merrill Lynch, Pierce, Fenner & Smith Incorporated and Merrill Lynch Professional Clearing Corp., both of which are registered broker-dealers and Members of SIPC, and, in other jurisdictions, by locally registered entities. Merrill Lynch, Pierce, Fenner & Smith Incorporated and Merrill Lynch Professional Clearing Corp. are registered as futures commission merchants with the CFTC and are members of the NFA. Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured May Lose Value Are Not Bank Guaranteed. This document is intended for information purposes only and does not constitute a binding commitment to enter into any type of transaction or business relationship as a consequence of any information contained herein. These materials have been prepared by one or more subsidiaries of Bank of America Corporation solely for the client or potential client to whom such materials are directly addressed and delivered (the Company ) in connection with an actual or potential business relationship and may not be used or relied upon for any purpose other than as specifically contemplated by a written agreement with us. We assume no obligation to update or otherwise revise these materials, which speak as of the date of this presentation (or another date, if so noted) and are subject to change without notice. Under no circumstances may a copy of this presentation be shown, copied, transmitted or otherwise given to any person other than your authorized representatives. Products and services that may be referenced in the accompanying materials may be provided through one or more affiliates of Bank of America, N.A. We are required to obtain, verify and record certain information that identifies our clients, which information includes the name and address of the client and other information that will allow us to identify the client in accordance with the USA Patriot Act (Title III of Pub. L , as amended (signed into law October 26, 2001)) and such other laws, rules and regulations. We do not provide legal, compliance, tax or accounting advice. For more information, including terms and conditions that apply to the service(s), please contact your Bank of America Merrill Lynch representative. Investment Banking Affiliates are not banks. The securities and financial instruments sold, offered or recommended by Investment Banking Affiliates, including without limitation money market mutual funds, are not bank deposits, are not guaranteed by, and are not otherwise obligations of, any bank, thrift or other subsidiary of Bank of America Corporation (unless explicitly stated otherwise), and are not insured by the Federal Deposit Insurance Corporation ( FDIC ) orany other governmental agency (unless explicitly stated otherwise). This document is intended for information purposes only and does not constitute investment advice or a recommendation or an offer or solicitation, and is not the basis for any contract to purchase or sell any security orother instrument, orfor Investment Banking Affiliates orbanking affiliates to enter into or arrange any type of transaction asa consequent of any information contained herein. With respect to investments in money market mutual funds, you should carefully consider a fund s investment objectives, risks, charges, and expenses before investing. Although money market mutual funds seek to preserve the value of your investment at $1.00 per share, it is possible to lose money by investing in money market mutual funds. The value of investments and the income derived from them may go down as well as up and you may not get back your original investment. The level of yield may be subject to fluctuation and is not guaranteed. Changes in rates of exchange between currencies may cause the value of investments to decrease or increase. We have adopted policies and guidelines designed to preserve the independence of our research analysts. These policies prohibit employees from offering research coverage, a favorable research rating or a specific price target or offering to change a research rating or price target as consideration for or an inducement to obtain business or other compensation. Copyright 2018 Bank of America Corporation. Bank of America N.A., Member FDIC, Equal Housing Lender. 13
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