TALKING

In Mexico , 43 % of consumers believe that the bank should always reimburse the scam victim . The percentage is 1 % lower than in fiscal 2023 , but still higher than the global average of 34 %.

• Only 3 % of Mexican consumers believe that making payments in real time is less secure than using credit cards .

• 33 % would like more education from their bank on how to avoid scams .

Based on global and national consumer trends , FICO believes banks in Mexico should expect the use of RTP to continue to grow and diversify , as more transactions are made between consumers , companies and public sector entities .

At the same time , there is an ongoing need for education about the risks and scams related to irrevocable payments , which presents an opportunity for banks ; By communicating risks and warnings clearly and leveraging automation , they can deliver robust experiences to their customers and make it easier for them to defend against threats .

The balance between customer satisfaction and the fight against fraud

According to the study , the level of customer satisfaction with their bank ’ s fraud resolution process is lower than the global average ( 39 % versus 50 %), while Mexican customers ’ experience expectations remain high . As the volume of scams increases , fraud management teams will have more challenges to maintain or improve customer satisfaction while ensuring operational efficiency in case handling and resolution .

Consumers in this country are looking for more automated fraud detection and , as can be seen in the bullet points above , most would approve of their bank ’ s proactivity in stopping a payment associated with a scam .

Regarding the opinion of Mexican consumers regarding their bank ’ s response to a scam incident , it is worth noting that most act when they are not satisfied : 46 % said in the survey that they would complain directly to the bank , and 28 % would take the case to regulators . It is a fact that , whether the bank must address a high number of complaints or face regulatory scrutiny , these challenging outcomes can be reduced or even avoided with a more automated fraud resolution process .

Undoubtedly , the best way to avoid risks , loss of reputation and comings and goings of responsibilities in the subject of scams is to prevent them from happening . A bank ’ s approach to automating its defense against scams is crucial : it must include sophisticated techniques , such as AI-based analytics and machine learning , combined with capabilities such as contextual processing , decision-making , and realtime customer interaction .

The most notable data from the FICO study related to the subject are :

• In Mexico , 43 % of consumers believe that the bank should always reimburse the scam victim . The percentage is 1 % lower than in fiscal 2023 , but still higher than the global average of 34 %.

• Almost a quarter of respondents ( 24 %) believe that the bank should make this refund most of the time ; that is , 4 % less than in 2023 .

• Only 4 % of the total believe that banks should never be held responsible for scams .

• 15 % of respondents will switch banks if they are not satisfied with the way the bank handled a scam incident .

Technology is the key

Consumers expect their bank to help them avoid falling into scams by giving them the tools , education and automated security mechanisms with which they can prevent losses ( these are on the rise : 7 % of scam cases in Mexico reported in 2024 exceeded $ 10,000 pesos in losses , compared to 5 % in 2023 ). For them , the two most important things their bank can do to protect them from these threats are : having better fraud detection systems and providing more warnings about known or emerging scams . For this last point , banks need to know which is the preferred channel for each of their customers , in order to maintain a good experience in the process .

Real-time customer interaction , to “ break the spell ” of fraudsters , is pitched by FICO as a key piece of the scam prevention puzzle . The bank ’ s real-time , twoway interactions with its customers , on the channel of their choice , are seen as an invaluable tool to help combat scams .

Run by an independent research firm , the survey involved 1,000 Mexican adults and was part of a project that surveyed more than 12,000 consumers in 14 countries . p

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