The Problem
Background
Chartway Credit Union is a member-owned financial institution committed to delivering secure, seamless, and compassionate financial experiences.
As member engagement increasingly shifted to digital channels, Chartway focused on ensuring fraud prevention kept pace—without introducing unnecessary friction for members or operational strain for internal teams.
But, like many financial institutions, Chartway faced rising fraud pressure alongside growing operational costs tied to manual reviews, member outreach, and post-transaction remediation.
The challenge was clear: strengthen fraud defenses while improving efficiency and preserving a smooth member experience.
By partnering with Entersekt, they could bring real-time, intelligent authentication into their fraud strategy, thereby enabling stronger protection, faster decisioning, and better outcomes for members and internal teams alike.
"With clearer insights and streamlined workflows, teams resolve cases faster, operate with greater confidence, and focus more on meaningful member interactions."
Transformation
A real-time approach to fraud prevention
Entersekt’s advanced authentication and fraud prevention capabilities allow Chartway to assess risk as transactions happen.
Legitimate member activity continues with minimal friction, while high risk behavior is addressed instantly and intelligently.
By reducing reliance on reactive, manual processes, Chartway transformed fraud prevention from a cost center into a scalable, member-centric capability.
Outcomes
Improved internal efficiencies and member experience
Reduced costs and improved operational efficiency
Entersekt significantly lowered the operational burden associated with fraud management, enabling Chartway to reallocate resources toward higher-value initiatives.
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30–40% reduction in manual fraud review volume, decreasing labor costs and investigation time
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15–25% reduction in inbound fraud related calls, easing pressure on contact center operations
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20–30% reduction in false-positive transaction declines
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30–40% reduction in time spent per fraud case
These improvements increased scalability while strengthening operational resilience.
A smoother experience for members
Entersekt strengthened Chartway’s digital security without disrupting trusted members. By reducing unnecessary declines, members experience a more seamless banking journey. This balance of security and ease of use reinforces trust, minimizes frustration, and supports consistent, positive digital experiences.
Empowered, more efficient internal teams
By automating fraud decisioning and reducing exception handling, Entersekt improved day-to-day efficiency for Chartway’s fraud and support teams. With clearer insights and streamlined workflows, teams resolve cases faster, operate with greater confidence, and focus more on meaningful member interactions.
Long-term value
With Entersekt, Chartway Credit Union is able to protect members more effectively, operate more efficiently, and empower its teams all while staying true to its member-first values. The result is a secure, trusted, and scalable digital banking experience that supports long-term growth and service excellence.
