Douglas Bolton

AVP, Senior Fraud Prevention Officer Cape Cod 5

Doug Bolton is AVP/Senior Fraud Prevention Officer and CAMS certified with Cape Cod 5 Cents Savings Bank. He has been with Cape Cod 5 for 21 years, 17 in the financial investigation department including fraud and BSA/AML related matters. He resides in Centerville, MA and got his bachelor’s degree at UMass Dartmouth in Business Administration/Management through the Charlton College of Business.

Equipping Teams and Branches to be Human-First, Tech-Assisted Relationship Builders

11:50 AM Panel: Balancing Fraud and Friction in Account Opening and Onboarding

As digital account opening continues to grow, fraudsters are keeping pace—using AI, synthetic identities, and social engineering to slip through the cracks. The risk tied to account opening has expanded well beyond any single team or channel, touching digital platforms, contact centers, and branches alike. Onboarding has become one of the most critical moments to get risk right—without undermining trust or slowing down good customers. Panelists will explore how fraud is changing, as well as the human side of fraud prevention—equipping frontline staff to recognize red flags, supporting customers during high-stress moments, and balancing friction with protection. Attendees will leave with a clearer view of:

How fraud and identity risk are evolving in account opening and onboarding
Balancing speed, service, and compliance during high-risk onboarding moments
Aligning fraud, risk, and branch teams around shared protocols
Practical strategies for communicating with customers when friction is necessary
What’s next in identity, verification, and onboarding controls—and how branches will be impacted

Check out the incredible speaker line-up to see who will be joining Douglas.

Download The Latest Agenda