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安全
金融服务
PSCU:Elastic 阻止了数百万美元的信用社欺诈案件,降低欺诈风险
概览
- $35 million
18 个月以来在预防欺诈方面减少的损失
- 99%
MTTK 降幅
启用全新的基于 Elastic 的欺诈检测平台后不久,PSCU 便发现并阻止了涉及金额 35,000 美元的欺诈
在部署 Elastic Stack 的 Machine Learning 和 Alerting 功能后,PSCU 能够主动检测财务欺诈并消除隐患,防止会员帐户受到影响
通过在 Elastic Stack 上对数据源进行标准化处理,PSCU 能够采集的数据源数量也不再受到限制。这样,PSCU 能够更好地应对呼叫中心延迟和客户面临的潜在影响(如自然灾害)
随着依托 Elastic Stack 开展的欺诈检测项目取得立竿见影的效果,PSCU 还专门组建了欺诈情报部门,旨在为会员信用社提供行业领先的欺诈保护和满意服务
公司概览
PSCU 是全美著名的信用社服务组织,为 1,500 家信用社提供强大支持,每年交易量超过 38 亿笔。40 多年以来,PSCU 以其支付处理、风险管理、数据和分析、忠诚度计划、数字银行、营销、战略咨询和移动平台等服务为会员创造了卓越的无缝体验。遍布全美的联络中心提供了全方位、全天候的会员支持。
PSCU 迈向 Elastic 之旅
多年以来,该组织企业风险办公室的运营一直依托于老旧的 Jade 数据库平台。在这种架构下,PSCU 只能从少数几个规定的数据源中采集日志,用以检测内部人员带来的威胁(如 PSCU 员工、供应商合作伙伴员工和信用社员工盗窃资金)。退一步说,即使要理解 Excel 电子表格中孤立的数据,或在 Power BI 中实现可视化也存在重重困难。并且随着时间的推移,数据库存量不断增长,加载前一天的数据往往需要耗费一整天的时间,因此数据采集越发艰难。
24 小时的数据采集延迟过于漫长,尤其是对于查处财务欺诈而言。因此,PSCU 的一家承包商建议该组织将数据库日志迁移到 Elasticsearch 中,该平台尤为适用于任意数量或类型的数据。根据这项建议,PSCU 于 2018 年转换到了 Elastic Stack,并逐步添加了更多数据源(举例来说,如会员在线登录、IP 和家庭地址,以及会员联络中心呼叫历史记录),以更好地监测日志并实现可视化,从而打击金融欺诈。
在部署 Elastic 后的几天内,PSCU 就成功阻止了一场涉及 35,000 美元的欺诈行为。从 PSCU 部署由 Elastic 支持的系统“Linked Analysis”到现在,时间仅过了 18 个月,但已阻止价值 3,500 万美元的欺诈行为。
自 Linked Analysis 建立以来,PSCU 的欺诈情报团队已利用该平台为信用社会员避免了超过 3,500 万美元的欺诈损失。其中大部分都是通过预测避免的,这为信用社会员带来了巨大的价值
– Jack Lynch, PSCU 高级副总裁兼首席风险官、PSCU 旗下 CU Recovery 总裁
在转换到 Elastic 后,PSCU 欺诈情报经理 Jonathon Robinson 发现,无论 PSCU 向 Elasticsearch 提供多少数据源,该平台都能够轻松处理 。因此,他将 Elastic 用例从最初的内部欺诈检测解决方案进一步扩大,并从数量不断增长的财务相关数据源中添加了更多日志,旨在帮助其全美 1,500 家会员信用社防止外部欺诈。
随着数据源数量的扩大,该组织又全新打造出了第一道欺诈风险防线:即在金融欺诈发生前予以阻止。此前,PSCU 只有在欺诈行为已经发生或正在发生时才能获知。“得益于 Elastic,如今我们能够在欺诈发生之前就发现风险,并阻止欺诈”,Robinson 说道。
此后,PSCU 的 Elastic 之旅再上一层楼。鉴于 PSCU 已经在系统中获得了丰富的数据,因此下一步,PSCU 顺其自然地为其联络中心的运营提供了具有可操作性的洞见。此外,Elastic 还为全新的 PSCU 应急管理协议铺平了道路,该协议利用 Kibana 和 Elastic Maps 针对近期内可能发生的自然灾害向信用社发出警告。在飓风或野火等灾害事件期间,信用社就能够相应调整本地化的客户支持,确保会员还能够顺利获得资金和信贷。
一路以来,PSCU 始终不忘欺诈检测、预防和缓解工作的初心。迄今为止,这项延续不断的使命已为其管辖下的信用社减少了数千万美元的损失。
当我们不断扩大 Elastic Stack 的建设时,我们发现能够更加轻松地发现欺诈。当我们在 Elastic 平台上添加越来越多的数据集后,我们得到了前所未有的清晰数据视图。并且随着 Elastic 的使用,我们还组建了一个全新的部门来打击欺诈,即欺诈情报部。如今,我们不仅能够检测出发生的欺诈行为,更能在欺诈发生之前检测到。
– Jonathon Robinson, PSCU 欺诈情报经理
欺诈情报“Linked Analysis”
Robinson 说明了近期 Linked Analysis 如何从最初仅牵扯到一家信用社的两张信用卡中层层抽丝剥茧,最终曝光了一个信用卡欺诈团伙。Robinson 最开始注意到是因为 Machine Learning 任务报告的异常。
举一个特别的例子来说,Robinson 团队在核实其中一项警报时,利用 Elastic 的 Graph 功能查找到这两张信用卡与另外 35 张信用卡通过电话号码及原始帐单地址合并的存档产生关联。团队意识到,除了最初发出警报的信用社外,还有多家信用社也正受到同一个欺诈团伙的诈骗。因此,PSCU 团队能够迅速通知受影响的信用社禁用信用卡,防止其中任何一张信用卡被用于购物,同时也为其最终会员免去了更换受欺诈信用卡的不满与不便。
自此以后,以上涉及的地址、电话号码、姓名和其他身份信息的组合被列入黑名单,如果该欺诈团伙未来有任何进一步的举动,无论发生于信用社网络中的何处,PSCU 都能够收到警报。
“Elastic 系统为我们提供的情报能够立即用于保护受到严重影响的信用社,而由于我们还建立了黑名单体系,因此这些情报还可用于保护未来我们服务的任何一家信用社”,Robinson 说道,“如果无法在信用社间将数据相关联,即便我们在多个场合中打击了相同的欺诈行为,我们也永远不可能洞悉其中的模式。”
“打击欺诈行为取得了令人满意的结果”,Robinson 补充道,“这正是得益于在欺诈者仍试图使用信用卡前,PSCU 就已经将这些信用卡列入了黑名单。”
通过 Machine Learning 检测欺诈
对于欺诈情报团队而言,Machine Learning 使其能够满足 1,500 家信用社的需要。Machine Learning 和 Alerting 为团队提供了即时的洞察力,而在过去通过报告进行人工核查的年代这种实时性根本无法想象。
在防止欺诈方面,PSCU 的 Machine Learning 任务随时监测着结帐终端刷卡之前发生的一切活动。这也是 PSCU 捣毁那个诈骗团伙的终极武器。PSCU 正在监测的活动包括数据中心的调用、在线活动和“能够为我们提供信用卡使用情况的一切蛛丝马迹的一系列数据源”组合,Robinson 说道。
例如,如果客户过去经常通过家用电脑登录,Machine Learning 就可以帮助 PSCU 识别出异常的登录尝试,或发现在不同的信用社开立账户或使用账户时用到的相似电子邮件地址、电话号码、IP 地址、社会安全号码和实际居住地址。通过 Machine Learning 和 Alerting,一旦客户出现了偏离正常的行为,团队就能够收到通知,并采取措施联系各会员,甚至在必要时禁用信用卡或帐户,从中途截断欺诈行为。
此外,利用 Kibana 提供的 Graph 功能,如今 Robinson 和 PSCU 还能够快速探索数据间的关联与关系并形成可视化的形式,从而帮助打击欺诈行为,这在使用老旧解决方案的电子表格或其他任何功能的年代几乎不可想象。
解决欺诈问题绝非易事。但有了以 Elastic 为核心的系统后,我们就再也无需担心能否应对欺诈的问题了。
– Jonathon Robinson, PSCU 欺诈情报经理
空间、安全
目前有六个部门可以访问 Kibana 中不同的可视化数据集。有些数据对某个小组至关重要,但另一个小组则无需了解。通过 Elastic Stack 安全功能所提供的 Kibana Spaces 和基于角色的访问控制,就可以为员工分配特定可视化数据的访问权限,而阻止访问其他与其工作无关的数据。在 PSCU 所在的强监管行业中,这是一项重要的功能。
“因此,在联络中心的员工登录时,我希望他们无法看到用于 Monitoring 或几乎其他任何功能的选项卡。我希望他们只能看到他们获得访问权限的、与其相关的功能,而通过 Spaces 就能够实现这一点。”
Robinson 补充道,Spaces 还使得数据“看上去更为简洁美观,这对领导层而言也是一个重要的特性”。
但有时也存在不可避免的混乱。例如有时候大自然会造成比信用社欺诈更严重的金融灾难。PSCU 无法阻止飓风、野火或其他环境灾难。但有了 Elastic 后,PSCU 能够确保灾难破坏路径上的信用社会员也能够支取资金。
联络中心,灾难应急计划
在 2019 年夏末,飓风多里安即将袭击佛罗里达州东海岸之际,Robinson 利用 Elastic Maps,除了为飓风路径上的信用社会员提供了家庭地址数据外,还额外增加了来自美国国家海洋和大气管理局 (NOAA) 的气象数据层。这一结果为信用社了解哪些持卡人可能会受到影响提供了一个可视化的视角。通过这些信息,信用社就能够调整欺诈防范措施,避免自动阻止原本属于用户正常活动之外的购买行为,例如突然购买昂贵的发电机、木材或大量罐头食品。
这一应急管理实践现已成为灾难发生之前或灾难期间的常规做法,包括加利福尼亚州近期发生的野火灾难。
此外,由于灾难破坏路径上的信用社很可能会停业,因此这类灾备工作还有助于 PSCU 接管受影响信用社的联络中心运营,以应对预期中蜂拥而至的大量呼叫业务。
就联络中心的应用场景而言,PSCU 不仅将 Elastic 用于应急响应,也包括其他用例,如业务分析和运营管理目的。
可观测性
联络中心需要代表数百家信用社接听电话,这要求对大量资源进行协调,并监测所有金融机构的事件。联络中心利用实时 Machine Learning,在问题出现之前就从海量数据中挖掘出隐患。
例如,Kibana 中的可视化运营日志有助于信用社经理实时了解同时有大量电话呼叫联络中心的原因所在。Kibana 可视化能够显示是内部问题、促销、抑或是业务事件导致了通话负荷的飙升。
通过这些数据,就可以根据需要调整联络中心的人员配置,甚至在通话量激增之前就完成部署。此外,这些数据还有助于各家信用社的经理在 Kibana 中将运营情况可视化,而无需致电 PSCU 了解联络中心的运行情况。
简单来说,通过 Elastic 带来的可观测性上的竞争优势,使得 PSCU 拥有了过去从未能够向信用社提供的洞见。
“通过丰富的 Kibana 仪表板,我们能够直接将答案呈现给信用社经理,而不是用 Excel 电子表格向他们展示获取答案的路径”,Robinson 说道,“他们也不再需要有任何技术方面的秘诀。”
投资回报
Robinson 说,在踏上 Elastic 之旅的十八个月后,他们的投资回报率已经高达 48,000%。这一数字根据 Elastic 为会员信用合作社减少的数百万美元欺诈损失,减去同期 PSCU 在基础设施和 Elastic 订阅上的支出后综合计算得出。
此外,Robinson 还表示,领导们在见证 Elastic Stack 减少了 3,500 万美元损失,未来还能够制止更多欺诈案件后,纷纷“兴奋不已”。
“我们为信用社每多提供一层额外保护都是巨大的进步。每当信用社遭受了欺诈损失时,就意味着分配给信用社会员的红利就会降低”,Robinson 说道,“我们在过去 18 个月中所使用的工具,如今让信用社为会员节省了更多资金,并反过来能够为会员投入更多新服务。”
除了省下真金白银以外,Elastic 还帮助 PSCU 为信用社会员提高了客户满意度。
“当我们给各家信用社会员打电话时,我们再也不必说,‘不好意思,有人用您的信用卡盗刷了 1,000 美元。’ 这种感受很不好。现在,我们打电话时就可以问,他们有没有从特定地点登录,并告诉他们没有任何金额被盗。最终,持卡人能够相信,信用社以及 PSCU 非常关注他们的资金安全”,Robinson 说道。
富有前瞻性的 Elastic Stack
Robinson 表示,就欺诈预防数据而言,Elastic 似乎有能力采集到源源不断的数据源,满足任何项目的需要。因此,PSCU 还将为 Elastic 添加更多的数据源并修改现有数据源,从而进一步发展其实时数据集中化项目。
我们的首要目标就在于不断添加更多数据集,并新增额外的业务渠道,让我们能够将单个平台中的信息与其他平台进行比较。我们将与 Elastic 携手并进。
– Jonathon Robinson, PSCU 欺诈情报经理