Fraud is evolving faster than ever, driven by digitalization, real-time payments and increasingly sophisticated scams. For Warren Jones and his team at Santander Bank, staying ahead requires more than tools. It requires the right partner.
The partnership with Santander Bank began nearly a decade ago, during a period of rapid change in the fraud and banking landscape. Since then, the relationship has grown into a long-term collaboration focused on continuous improvement and innovation. Experian products helped Santander address one of its most pressing operational challenges: a high-volume manual review queue for new account applications. While the vast majority of alerts in the queue were fraudulent and ultimately declined, a small percentage represented legitimate customers whose account openings were delayed. This created inefficiencies for staff and a poor first impression of genuine applicants.
We worked alongside Santander to tackle this challenge head-on, transforming how applications were reviewed, how fraud was detected and how legitimate customers were approved.
In addition to fraud prevention, implementing Experian’s Ascend PlatformTM, with its intuitive user experience and robust data environment, has unlocked additional value across the organization. The platform supports multiple use cases, enabling collaboration between fraud and marketing teams to align strategies based on actionable insights.
