Security is one of the essential pillars upon which trust in any financial institution is built. In an increasingly digital and complex banking environment, where fraud schemes evolve constantly and with growing sophistication, providing a fast, professional, and human response is indispensable. In this context, MST Holding’s Banking Business Unit (BBU) has taken on the challenge of ensuring that thousands of customers from one of the country’s leading financial institutions benefit from a specialized, close, and highly effective service: the Fraud Assistance Service.
Since its inception, this service has become a key component of the customer security ecosystem. Its main mission is not only the detection and prevention of fraud but also to offer support, guidance, and reassurance to clients who, at a given moment, find the safety of their money and personal information compromised.
A Service That Never Sleeps
The fraud assistance service structure has been designed to be always available and to provide immediate responses. The inbound call service operates 24/7, 365 days a year, ensuring that clients can reach out at the exact moment they detect suspicious activity. This round-the-clock availability is crucial, as fraud does not adhere to schedules or holidays.
In parallel, the outbound call service, active from Monday to Sunday until 9:00 p.m., focuses on proactively verifying alerts generated by the CSIRT (Computer Security Incident Response Team). Thanks to this preventive work, the team often gets ahead of fraud attempts, detecting unusual activity before it materializes.
Together, both services form a perfectly synchronized mechanism that enables swift, effective, and sensitive management of any threat to customer accounts.
A Highly Specialized and Committed Team
Behind this essential service is a team of 19 highly skilled professionals: 16 agents and 3 coordinators, working in rotating shifts to ensure full coverage. All team members of MST Holding’s BBU are trained to handle situations that require not only technical agility and precision but also a high degree of human sensitivity.
The agents’ tasks vary depending on the shift. At night, they focus on taking calls and immediately blocking compromised cards, ensuring the containment of any identified threat. During the day, in addition to handling inbound calls, they carry out proactive verifications of flagged cases.
This dual-function approach allows the service to maximize its effectiveness and ensure that no alert goes unattended.
Supporting Those Who Need It Most
One of the hallmarks of this service is the empathy and care shown to clients affected by fraud. We understand that these situations can cause not only financial harm but also a significant emotional toll. For this reason, every interaction follows a protocol that balances security with compassion.
The identity verification protocol is strict but always respectful. Clients are never asked to provide passwords, PINs, or sensitive information. Only data known to the customer is requested—enough to confirm their identity without discomfort. This measure is key to preserving trust and avoiding re-victimization.
When fraud is confirmed, the response is immediate:
- Blocking of compromised accounts and cards.
- Updating sensitive data such as CAPs or coordinates.
- Adding compromised phone numbers and devices to internal blacklists.
Subsequently, the team conducts a thorough investigation to identify the origin of the fraud, locate those responsible, and trace the path of the stolen funds, working closely with the financial institution’s security and prevention departments.
A Preventive Approach to Protect Everyone
This service is not only reactive—it is also proactive. One of its greatest strengths lies in its ability to prevent future incidents. By analyzing each case in detail, the team identifies patterns, strengthens security measures, and blocks compromised elements (accounts, devices, phone numbers, etc.) to prevent other clients from experiencing similar issues.
Additionally, in every call, the team provides clients with clear guidance on how to better protect themselves, raising awareness about the main threats and teaching them how to spot fraud attempts before it’s too late.
This preventive effort is one of the service’s greatest added values, as it contributes directly to reducing the overall incidence of fraud within the financial institution.
Banking Business Unit of MST Holding: Expertise Serving the Banking Sector
The launch and consolidation of this service have been made possible by the expertise and dedication of MST Holding’s Banking Business Unit, a specialized division focused on contact center services for the financial sector. This unit provides not only technical and operational know-how but also a customer-centric culture and deep experience in managing highly sensitive situations, such as dealing with fraud victims.
The Banking Business Unit of MST Holding has developed specific methodologies for critical services like this one, incorporating highly specialized protocols, continuous training, and a human-centered approach that makes a real difference with every call.
Much More Than a Service: A Shared Mission
For the entire team at MST Holding and its specialized banking unit, the Fraud Assistance Service is more than just a job it’s a mission. We don’t just handle fraud we protect people. Every client who contacts us in a moment of distress or uncertainty is met by a professional who not only resolves their issue but also provides emotional support and restores peace of mind.
This deep sense of service is what drives the team to excel every day, continuously improving processes and always prioritizing the security and well-being of our clients.
In a financial environment where trust is everything, this service demonstrates that beyond technology and systems, what truly makes the difference are the people on the other end of the line.