Banks adopt multi-layer scam controls across five attack stages

Finextra and Outseer hosted an online webinar in 2026 to present Outseer survey findings on consumer scam concerns and the controls banks use across five scam stages.

The survey covered more than 15 markets and mapped consumer worries and expectations. Presenters outlined that consumers face organised scam-as-a-service operations and AI-powered social engineering. The session cited an industry projection of USD 55.3 billion in losses by 2030.

Speakers used a five-stage model — pre-attack, consumer compromise, transaction, receipt and post-attack — to structure the discussion and to show where controls are applied.

Before attacks, banks work to reduce exposure through threat intelligence, account hygiene and device security measures. To detect compromise attempts, institutions apply device and transaction monitoring and behavioural analytics.

At the transaction stage, controls include real-time authorisation checks that block or flag suspicious payments, step-up authentication and customer alerts. For receipt and beneficiary changes, banks verify recipient details and monitor incoming funds.

After a loss, the webinar described rapid remediation steps such as faster dispute handling, reimbursement options and case management to support victims. Presenters noted that quick response can affect consumer trust and loss recovery.

The session also covered organisational measures that support technical controls, including cross-team incident playbooks, clearer customer notification policies and faster operational dispute processes.

Panelists discussed how behavioural science techniques, such as timed prompts and plain-language alerts, can complement machine learning models and transaction monitoring to influence customer actions at moments of elevated risk.

Martyn Higson, principal product manager at Outseer, joined Sharon Kimathi of Finextra as moderator. Presenters reviewed examples from leading banks and described how institutions prioritise controls across the attack chain.

The webinar closed with a recommendation for multilayered programmes that align detection, customer engagement and operational response across the scam lifecycle and for tools that enable faster decisioning while keeping customer friction low.