Trust Still Breaks Down After Fraud One of the most consistent findings from the survey both years is this: People don’t always stay in a banking relationship, even when their financial institution resolves the fraud quickly. In 2024 and 2025 alike, nearly one in five respondents said they had switched banks or credit unions because of a fraud incident. Many more said they would reduce engagement even if they were satisfied with the resolution. It’s not just about how fast you fix the issue; it’s about how supported, informed and secure your customers feel throughout the process. That’s where communication makes all the difference. Whether it’s sending fraud alerts through the customer’s preferred channel or educating them on what to do next, consistent, clear messaging builds trust that lasts beyond the crisis. What Does All of This Mean for Your Institution What should financial institutions take from the shift in numbers between 2024 and 2025? Fraud isn’t just a technical problem; it’s a human one. People want to feel financially secure, and they want to understand how you’re helping them stay that way. They want you to be transparent about how you’re fighting fraud, especially when it comes to new technologies. When a client is a small business owner, they want tailored support that acknowledges the size of the risks they face. Institutions that respond with empathy, innovation and clear communication will not only reduce fraud losses but also strengthen client relationships. Final Thoughts: Turning Insight Into Action The year-over-year changes in Abrigo’s fraud surveys show us that while fraudsters’ tactics may evolve, your client’s expectations remain steady. They want to be protected, informed and know you have their back. For community banks and credit unions, this is more than a call to action. It is a chance to differentiate. The financial institutions that respond with smart fraud tools, transparent education and empathetic communication will not only reduce losses but also build the kind of trust that fuels long-term relationships, customer loyalty and community growth. Your fraud strategy should reflect your institution’s values, resilience and commitment to protecting what matters most. 20 NEBRASKA INDEPENDENT BANKER
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