Gregg Stephens

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