Zelle Fraud Prevention
Your customers provide the strongest signal in Zelle fraud prevention.
Zelle fraud is notoriously difficult to manage. Many banks rely on third-party controls and rigid workflows, while criminals exploit the gaps with fast-moving P2P scams. Manual callbacks or asking customers to call in before releasing suspect payments creates friction, slows resolution, and often fails in scam scenarios where the customer is being coached.
Refine helps banks resolve Zelle alerts by uncovering payment intent.
Refine automatically engages customers through trusted digital channels, asks Zelle-specific questions about the recipient and payment purpose, and captures the context needed to determine whether the transfer is legitimate, mistaken, or scam-driven.
Frontline, deposit ops, and fraud teams get time back, customers get a faster and more secure experience, and the bank regains control over consistent Zelle fraud decisions.
Built for high-friction P2P decisions
A simple “did you send this?” prompt is not enough for many Zelle scenarios. Refine captures the context around rent, shared payments, new recipients, urgent requests, and scammer coaching, then gives the bank a faster path to release, hold, or escalate the transfer.
80+% customer response rate through trusted digital engagement
Customers often respond in minutes
Consistent Zelle-specific inquiries and decisioning across channels
Benefits
- Contain Zelle fraud and P2P scam surges within hours
- Automate customer outreach for suspect Zelle transfers
- Gather Zelle-specific customer context on recipient, purpose, urgency, and relationship
- Identify signs that a customer may be coached to provide false information
- Reduce friction while giving customers a safer, bank-branded digital experience
- Ensure consistent inquiries, responses, and audit trails across channels
- Adapt playbooks quickly as P2P scam patterns evolve
How It Works
A suspect Zelle or P2P transfer is flagged by the bank’s existing controls.
Refine’s agentic analyst determines whether customer context is needed.
The customer receives a trusted, bank-branded digital inquiry through multiple channels.
The customer answers Zelle-specific questions about the recipient, payment purpose, urgency, and relationship.
Refine analyzes the response for signs of scam coaching, unusual context, or legitimate use.
The transfer is released, held, or escalated automatically or by the bank team according to bank-defined rules.
