Are account takeovers haunting your organization?

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webinar has officially begun. It is now 11:00 a.m. Um, but like I just
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mentioned, we’re going to go ahead and be starting at um 11:01. Um, I’m in
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Pacific time if you haven’t noticed by me saying 11.
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And so, we’ll be starting at just like 1 minute uh past the hour to give just
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folks a few more minutes to to join. All right,
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my clock says one minute past the hour. Rebecca, should we do this?
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>> Yeah, let’s get started.
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>> Okay, I guess one more time uh to everyone who’s still joining. Welcome to
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uh CIF’s webinar. Uh we are going to be talking about account takeovers today
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and um if they’re haunting your organization, the signs to look out for
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and what you can do about it. We have a poll going uh just as a point of
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curiosity uh about how many of our participants today have experienced an
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account takeover haunting. So experience some version of account takeover. Um so
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let’s get into it. Um we’re going to introduce ourselves
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first. My name is Charlotte Gerard. Um, and I am a product marketing manager
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here at Syft for our account defense solution and dispute management
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solution. And I’m joined by my wonderful co-worker who can introduce themselves.
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Hi, my name is Rebecca. I am a trust and safety architect here at SIFT. And I’ve
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been in the digital trust and safety space for a little over a decade now. um
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working at companies like Square, Now Block, um Gusto, and Stripe to try to
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fight bad actors and and keep the broader um payments ecosystem safe. So,
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I’m excited to talk to you all about account takeovers. It’s something I’ve
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I’ve dealt with a lot in my life.
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>> We’re glad you’re here, Rebecca. Um so, an overview of what we’re going to
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cover, the signs of an account takeover haunting. I hope folks appreciate our
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spooky season theme. much planning and thought went into this. We almost wore
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ghostbusting costumes. You’re welcome that we didn’t. Um, so we’re going to
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look at the signs and then ghostbusting 101, what you can do if you believe
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you’re um being impacted by account takeovers and some best practices there.
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And then we’ll have time at the end for some questions and answers. There’s
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anything you would like to ask or discuss, um, we would welcome that you
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speak up. Um, as a reminder about who we are and
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what we do, Syft is a leader in the digital trust and safety space. Uh, and
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we are a platform solution that empowers everyone from digital disruptors to
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Fortune 500 companies um, in unlocking new revenue without risk. And so you
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might be asking how do we do that? Um, so we do that with one of our unrivaled
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global data data network which is composed of over one trillion events per
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year which is a mindboggling number for me to think of. Um, we work with such
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global brands as Door Dash, Poshmark, Twitter now X. Um, and they all rely on
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CIF to gain a competitive advantage in their markets. If you want to learn more
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about Sift, please go ahead and visit us at sift.com.
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>> All right. Uh so the signs of an account takeover haunting. Let’s start off by
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talking about what an account takeover is. Uh so the way we think about it is
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it’s when a fraudster accesses a legitimate users or trusted users
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account to gain information. So things like payment methods or personal
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identified information like shipping address or email um or bank or health
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information, things like that so that they can commit other types of fraud.
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For example, an unauthorized illegal transaction or transfer stored value off
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of a site to do something else with. Um, and as we know, I’m assuming most folks
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on this webinar are well aware, the fraud economy is large and it is complex
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and it is ever expanding. Um, and it’s rare that fraudsters are ever committing
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just one type of fraud in a vacuum. So the way we think about account takeovers
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and why it’s such uh an insidious form of fraud is because it’s really the
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point at which fraudsters open the gate to be able to committing many other
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types of fraud further down in the user journey. What can start with hijacking
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an innocent account can end in content uh spams, scams, chargebacks, oh I’m
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sorry. um and many other things some of which we put uh here on the slide and
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then Rebecca can you share with us why that matters to businesses
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>> of course happy to so um overall account takeovers will lead to uh financial loss
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loss of trust with your customers and potential churn so so how does this work
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so I think a lot of your businesses may have received single instances of
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reported ATO’s maybe one of your consumers reached out to your customer
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service um organization and told you that their account had been affected and
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then you go ahead and you do some password resets and work for account
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recovery, you might just think, okay, this happened to one person, but my
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company doesn’t have a broadscale problem with this. But realistically,
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there are probably a a number of unreported ATOs that are happening on
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your plat on your business. You want to go to the next slide, Charlotte?
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And so, why would someone not report an ATL? There’s multiple reasons
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potentially they may not be aware that their account has been taken over. Um, a
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lot of times fraudulent actors just access account to get that stored
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information, that value that Charlotte was just mentioning. So that’s their
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PII, meaning their email address is um maybe bank account information so that
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they can go ahead and commit um, you know, different forms of financial crime
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on other platforms. The other thing is like maybe that their account is just
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dormant and so they’re not actively monitoring this account and are not
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seeing um the activ the nefarious activity happening on that account. Not
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only is it unreported, but I think if you deal in a marketplace or a larger
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platform, there’s a potential issue that um one single account taken over could
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actually create lots of fraud on your platform. So a classic example of this
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would be let’s say you run a hosting site for jobs. you get one employer
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account that’s a bad actor. They go ahead and they they spam a bunch of jobs
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that are not real just to gain that personal identifiable information from
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different consumers. And then your platform is known for having fraud or or
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bad job sites. So it’s really important that you maintain the integrity of the
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platform of the entire site. And more broadly, why is this so important? Well,
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it leads to a loss of trust in your brand amongst consumers. Sift recently
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um surveyed consumers and actually it’s quite shocking what we found. 75% of
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consumers told us that they would leave a brand if they realized or had known
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their account had been taken over. That’s so expensive. Not only from a
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reputational standpoint, but we all know how challenging it is to get customers
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to get customers to want to add on to their account their longtime value. and
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then um re getting or your cost of acquisition to get those customers again
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on your site just becomes increased. So it’s not just that single instance of
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maybe one atto that’s getting reported to you. It’s this whole atto compounding
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network effect that really damages your brand over time. And so it’s really
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important that you focus on an atto and work to stop them.
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>> Yes, it is Rebecca. I agree wholeheartedly.
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>> Thanks Charlotte. Uh so to ground us in some concrete
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examples of those warning signs of what uh account takeovers can look like as
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they show up for your organization. Rebecca just gave some examples of
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these. Um but to summarize, we’re looking at spikes in customer
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escalation. So customers reporting directly to the brand to you that their
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account has been compromised or some unauthorized action like a transaction
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or a posting of content or something or account update has happened. Uh we’re
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also looking at spikes in unsuccessful login requests uh and or password reset
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requests. Lot of spikes really is what you’re looking for when it comes to
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account takeovers. Also looking at your overall brand sentiment. So, if you um
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look at social media platforms to gauge uh how your brand sentiment is doing and
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you’re seeing spikes in negative chatter, that can be a strong
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indication. Um and then also just brute force attacks. Uh if you’re getting
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bots, if you’re getting a lot of credential stuffing, um that’s a strong
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indication as well. Yeah, I think another thing too um is to proactively
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monitor where your customers are logging in from and making patterns off that
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login um data. So, let’s say you have a billing address and making sure that
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where they’re logging in from is close to that billing address. And if there’s
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unusual or suspicious activity triggered from that, that can be a cause for
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investigation so that you’re proactively ahead of potential escalations on social
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media or inbound escalations to your customer service team.
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That’s okay. The fun part, Ghostbusting 101. Um, we’re going to look at what
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some best practices around addressing account takeover uh can look like
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depending on the sort of developmental stage uh of your organization.
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Yeah. And so, you know, I actually have never seen Ghostbusters. I can’t believe
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I’ming that. I know. So, but but I am wellversed in account takeover hunting.
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So, you know, we’ll go ahead and do that. Um, but I myself and one of my
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previous organizations, we actually built an ATO program from the ground up.
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And one of the best practices that we found when we first started finding was
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kind of what I was just alluding to previously is that we did have the login
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data and we created um alerts that alerted our customers about the
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suspicious activity that we had observed on the platform. um and we’d go ahead
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and we’d send them an email and we’d either ask them to confirm that that
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activity was um really legitimately theirs or or not. And what we found is
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that our consumers really appreciated these email notifications. They were
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quick to notify us um when it wasn’t them. And uh my marketing friends like
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Charlotte was always really surprised about our email open rates and our click
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rates and action rates from those emails because again consumers care deeply
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about this. And so they were um really quick to let us know. And then also them
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telling us and confirming that it wasn’t them. We got a really good understanding
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of how accurate um that was. I mean it was 100% accuracy when they confirmed
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with us that that wasn’t them, which is just really exciting. And then from
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there um we created best practices for our customer service team to know how to
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handle these escalations and to do account recoveries once um that ATO was
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confirmed. And then we built a horistics model where it was just simple rules. So
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that again we created a queue for manual review that then we could again
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proactively stop these ATOS before any financial transactions had happened and
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eventually we partnered with our data science team and our risk operations
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team to build out a machine learning model again that would proactively add
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all these things. This took us a lot of time, a lot of effort, a lot of
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resources um to get to that full um proactive state of being able to monitor
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this. But I think um Charlotte’s going to speak to what maybe like an
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all-in-one solution might look like.
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>> Yeah. Um so we’ve put this visual together to just summarize how we at
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SIFT as a platform solution think about what the more sophisticated end of the
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spectrum looks like when it comes to uh dealing with account takeovers, but also
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looking at the user journey as a whole. um and being strategic about where you
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put your investment and your focus in protecting your brand and your customers
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um from fraud. So going from what Rebecca was talking about which are kind
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of the basics of best practices when it comes to account takeover alerts, email
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notifications, um just getting a ground truth in place. Um here at SIFT we
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obviously leverage data in a very uh large scale way with our machine
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learning models so that um upon implementation
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we can do all the things at once pretty much that Rebecca just outlined from uh
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being able to apply a score to user user sessions so that we can predict and
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anticipate that level of risk at the key points of the user journey. If you’re
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looking at account takeover, we’re looking at the point of login. Um, and
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then lots of our customers like to combine the power of both uh protecting
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their users at the point of transaction as well as upstream. Um, and leveraging
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both. And um, this is a quick visual kind of summarizing the typical types of
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data that we leverage at those two two different points of the user journey and
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where there’s also some overlap. Um and with that data um we provide the tools
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and we think about a sophisticated solution um deserving that title if they
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offer tools that allow you to uh create rules-based logic uh which we internally
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call um workflows so that you have the power in your hands to get to that g
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that ground truth quickly of uh what account takeover really looks like for
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you as an organization. um how it compares and how you can um look at the
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whole user journey within one tool and then iterate over time at a pace and a
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scale that works for you. Um we have a couple of um examples here that we want
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to show that we think are valuable examples of other customers doing that
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and kind of going on more of a journey from basic practices or different
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versions of um visibility and awareness uh of account takeover fraud and how
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they went on a journey to actually addressing it effectively.
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Um so the first one or I should say our first ghost story um we’re keeping them
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anonymous but they are in the luxury re retail space and this customer was
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already using payment protection so already had a handle on the fraud um and
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their best practices around that point of the user journey. And while they knew
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that their marketplace was experiencing some level of account takeover fraud,
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they had no visibility into it. So it was really more of a guess and a gauge
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about what they were seeing on their customer support side. Um
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so what happened is that our internal teams, our customer support and also the
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team that Rebecca works on, our trust and uh trust and safety architect team
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noticed that the brand was growing significantly and scaling in a pretty
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short amount of time and thought it would be worth suggesting to this
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customer, hey, looking on the deep dark web to just see if your brand is getting
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any more attention or chatter um might be worth it because if it is that can be
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a strong indication that fraudsters are going to start uh targeting you
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specifically for account takeover fraud which you’re not currently addressing.
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So it could be a worthwhile exercise. Um so this customer decided that it would
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be worthwhile doing. So our team conducted that assessment and then
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presented their findings. Um and the results uh were significant
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whereas this customer had thought that on a weekly basis they were dealing with
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maybe you know 30 to 40 to 50 account takeovers and having to restore those
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accounts that were impacted. Um once we implemented account defense as a result
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of what we saw in the deep dark web indicating that there was a lot of
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chatter um they went from that 40ish uh average account takeover incident rate
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to in the thousands on average. Their team was then having to deal with 1,200
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account restorations um which was a huge difference from what they thought was
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their ground truth to what was actually the ground truth. and because of their
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rate of growth was going to keep expanding and so you know having
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something more than just sort of blanket step up challenges or something that
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sort of I don’t know covers the problem but you’re not really looking at it and
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not really thinking about it in a more sophisticated way to keep up with the
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pace of fraudsters um ended up being the right decision for them. Yeah. And I’ll
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just add really quickly here, um, the deep and dark web searches is something
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that the trust and safety team does do for SIFT customers. So if you’re
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interested, you can go ahead and reach out. We’re happy to do that for you as
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well. And then also when I ever when I talk to um brands or new fraud managers,
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I always tell them, you know, atto is not if, it’s when. Um, so especially
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just, you know, in my previous experience having worked for companies
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that scale quite rapidly, as your brand becomes more prominent to consumers,
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it’s not just good users that become more aware of your brand, it’s also bad
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actors. So, you might not see this fraud at the beginning, but it’ll come with
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time. Um, and so it’s something that you should really be proactive um, and be
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preventive as you’re thinking about what your long-term strategy might be like
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for your fraud program. So, it’s my little PSA there for any frog managers
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out there to start thinking about ATOS. Appreciate that. Um, we have one other
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ghost story that we thought would be valuable to share. It’s uh Swan. They’re
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in the fintech Bitcoin space for anyone who’s unaware of them. Um, their
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challenge um was upon launch uh they expanded really quickly. Uh I think it
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was in 2020 that they launched their platform. Um and in that experience they
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got an influx of fraudulent transfers, chargebacks and identity reuse that
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ultimately led to significant losses for them. Um they implemented um an upfront
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password login system that helped reduce some of that fraud rate overall. Um, but
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they still weren’t entirely free and they were still suffering from like spam
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SMS and influx of phone numbers that just made it difficult for their team to
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keep up with. Um, a thing that they had to be really sensitive to being in the
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Bitcoin space was uh customers privacy where consumers in that space expect a
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bit more friction or just more demonstrable security.
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um and their consumers, it’s common place for them to use one-time emails
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and burner phones uh which in other industries can actually be typical fraud
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indicators, but in this space, you know, could just be this byproduct of cautious
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users who are actually trusted and just looking to protect their identity. So,
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Swan started looking for a more sophisticated solution that could take
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into account a larger range of signals um and still not apply, you know, undo
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friction to every single user uh and kind of take a blanketed approach. So,
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they implemented account defense um and straight away started using um the
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score-based workflows and that allowed them to like freeze accounts that looked
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risky uh through our manual review cue. So they were still able to kind of start
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small with some surgical precision um and then gradually introduce limits and
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then also advance uh how they built or adjusted their workflows once they
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gained a deeper understanding of the fraud patterns were happening to them.
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Um so that was a really kind of effective journey for them starting with
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um a more basic approach to dealing with their fraud types and their multiple
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fraud types. Um and they saw some fantastic results um after having
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implemented account defense. Uh a lot of their manual review time was cut. Uh
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they didn’t have to expand that team because of the efficiencies of using a
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more scalable solution that was allin-one. Um and yeah, implementing
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SIFT helped drive that loss rate down, that fraud loss rate down by about 90%.
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Um, so a great success story starting out with a ghost story, a successful
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ending to a scary ghost story.
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>> Yeah. And I’ll just add these numbers like seem really large, right? Like as a
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fraud expert, I’m always skeptical of large numbers. I’m like, is that real?
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And I I think it just speaks to, you know, the power of this product. And
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also um especially that manual review time. Like I’ve lived the spreadsheet
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life where you’re doing manual reviews on spreadsheets and you’re clicking
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between tabs and just to get a central location where you actually cue things
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for review, you have all that data in a central spot. It just makes it really
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easy for analysts to make quick decisions um throughout the day and just
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any additional time you can cut down really compounds over time. So um it’s
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pretty remarkable when you can get to a nice solution off the spreadsheets.
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>> Yeah, that that would be my preference. Yeah.
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>> Um, okay. So, that brings us to the close of the content that we have
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planned to share with you today. So, now we are uh in our Q&A portion of the
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webinar. We do have uh I think two or three questions that have come in. Um,
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one of them uh to kick us off is how do you calculate the loss of account
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takeovers uh when there isn’t a clear financial impact? which is a great
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question. Um the way that we look at it at SIFT um is around the points that
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Rebecca you made earlier around uh the lifetime value of a customer and
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thinking about the cost of acquisition because of the brand damage that account
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takeovers cause. We’ve got, you know, at SIFT, we put a lot of time and energy
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into doing uh research so that we do have a handle on the benchmarks of
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what’s happening across the industry for different fraud vectors. So, the um
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latest account takeover index report has some really valuable information about
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how ATO’s are dramatically uh up since last year. Um, and so just thinking
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about that that we’re seeing more account takeover fraud happen and if we
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know that the impact of account takeover fraud ultimately is about brand damage
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and losing customers, we look at the value equation when we’re in
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conversation um with customers in a pretty simple way. It’s that lifetime
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value customer. What is the value for a customer? What would the value be of
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having to um pay for gaining additional customers because of the ones that
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you’ve lost? And how many account takeovers do you think are happening
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right now? Do you have a baseline of what you believe or at least hypothesize
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is your number right now? And then, you know, are you willing to invest in a
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tool that would actually give you the visibility to quantify that ground truth
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um so that you can do that equation? um that in in my experience with customers
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that I’ve been closer to um and as I’ve learned from my colleagues is usually
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the most effective and accurate way to think about um calculating the loss of
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account takeover or thinking about the value of implementing solutions to
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address account takeovers. Uh I’m seeing some more questions come
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in. Uh Rebecca, do you want to take one of these?
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>> Yeah. So the first question that came in it said in the B2C companies unless
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passwords OPT is shared with the bad actor ATL could not take place. How do
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you cite that brute force attacks can end up in ATO? Um I’ll just say that in
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a lot of our research we’re talking about the deep and dark web passwords
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and OTPs are for sale um and they’re for sale in mass. So it’s it’s quite easy
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for these bad actors to um gain access to that. And so that’s the combination
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in which we thought were going to be happening. Um, so I’ve answered that
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one. Charlotte, you want to read the next question coming in? Yeah. So this
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is from Charianne Morris. What if the ATO is happening on your client and the
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bad actors are SSOing to your platform to complete the fraudulent transaction?
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The ATO is happening on the client’s side, but are there features to help
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safeguard the vendor, i.e. us? Um, there are. Uh
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so I’m so yeah I think this the single sign on
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session so if the bad actor has like that information um then I’m trying to
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like read through this question I’m sorry um
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um yeah I think that happens is the client’s information is stolen so it’s
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not necessarily that like your business has been taken o over and so but their
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personal account and their information and that single sign on has been
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breached and so I think a lot of the same principles that we were discussing
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apply for that not only to help your customers account but also to safeguard
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your business from additional things that may happen as well. So what you
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want to do in those cases is to go ahead and freeze the account to shut it down
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and do a complete recovery of that account. In some cases, I’ve worked at
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places where you actually have to ask that customer to just complete a whole
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new account and completely dormant um that account that had been taken over on
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that side um just so that they can spin up and that fraudulent actor doesn’t
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have access to that.
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>> Thanks, Rebecca.
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>> Yeah.
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>> And then here, if it’s okay, I’m going to read this last question. See what we
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think. Mhm.
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>> So for fintex, how do we freeze accounts and stop suspicious transactions from
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going through on sift? Yeah, I can go ahead and answer that. So
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there’s a lot of different things that you can do in tandem to freeze accounts
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or stop suspicious activities on SIFT. One of the things that we rely most
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heavily on is our SIFT score. And then you can create um a lot of rules or
27:08
automatic decisions based upon that score. So either completely stop the
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transaction at the site um if that score is at a high enough threshold. You can
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also cue things for review so that your internal agents can take a look and do
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an investigation. And then the third option is if it’s a clean enough
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transaction, you can go ahead and send that through automatically. There’s also
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a number of combinations that you can do in order to create maybe additional
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rules to stop atto or to work with that score in different ways. And so my
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recommendation for you would also to be to reach out to your customer um service
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rep and they should be able to help you here as well. Um and get in touch with
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the Tasa. We’d be more than happy to do an examination as well to see if there’s
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more things that we can do to help preventing attos.
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>> Awesome. Thanks Rebecca and thanks everyone for your questions. Um
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>> there’s another we can answer like one more. There’s another one that came in
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and it says, “Is there a difference in how you manage atto for B2B companies
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versus BTOC companies?” And um I would say yes and no, right? A lot of the
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same. Yes, a consumer business is completely different um than a B2B
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business. And so with B2B, you would typically have a lot more information
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about that business, whether it be their 10 that they sign up with. um there’s
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probably more searchable information about the business, there’s more online
28:28
presence, so you’re able to identify the identity of your businesses easier, but
28:33
a lot of the signals that we put in this previous slide that that Charlotte
28:37
mentioned um apply both to consumers and to businesses. So that’s thinking about
28:42
dormcancy of account, that’s thinking about geoloccation, that’s thinking
28:46
about um you know your user activity on your pages, how long they’re viewing
28:51
them. So a lot of those signals that we recommend velocity of transactions, a
28:56
lot of those signals that we say can apply both to businesses and to
29:01
consumers.
29:05
>> Great. Thanks, Rebecca. Um, I see one other question came through. We have one
29:10
minute left here. Um, how do we set up custom alerts on CIF to
29:16
notify us about suspicious transactions before they go through?
29:23
Uh, how do I set up customer alerts on set to note? Yeah. Um, again, I would
29:28
really recommend reaching out to your customer service rep um to get some
29:33
further information on this, but you can make custom alerts on so many different
29:37
signals within SIFT, which is why I think it’s such a valuable tool. It’s so
29:41
powerful. And again, I’m going to reiterate, one of the most powerful
29:44
things that you have at your disposal on SIFT is that SIFT score that um is
29:49
unique to your business and also works with our global data model so that
29:53
you’re getting all the suspicious signals that other companies and our
29:57
network are also putting in. And so, um you can go ahead and block the
30:01
transaction if that score is high enough. Um you can go ahead and block
30:05
it. Just it looks way too fraud. You don’t even need to spend manual time on
30:08
reviewing it. You can just shut it down. You can also cue for manual review and
30:13
that can all happen um before the transaction. So
30:17
yeah, thanks Rebecca. All right, in our last minute here um we have have a
30:23
couple of resources that we want to share. Um so if you’re interested in um
30:29
exploring whether a deep dark web assessment would be a good fit and
30:33
helpful to you in your organization, we’re going to be sending out a
30:36
follow-up email uh either today or tomorrow. So respond to that and just
30:41
declare your interest in um pursuing that and we will get you connected
30:45
either with your CSM um or an account executive to begin that journey. Um, and
30:50
then also if you are interested in learning uh the latest and greatest
30:54
stats uh and research that our team has done looking at account takeovers in the
31:00
past year, um our Q3 2023 digital trust and safety index report is live and
31:06
available on our resources page from our website. So if you just go along the
31:11
menu bar to the resources page and click into that, then you’ll see uh that
31:16
there. and it’s an ebook that’s ready to download and has some fantastic
31:19
information about what’s happening across industries um when it comes to
31:23
account takeovers. So, that’s everything that we have. Thank you all so much uh
31:29
for joining us today and for your questions. We hope that you’re walking
31:33
away with some valuable insights about the spookier signs of account takeover
31:38
and uh what to do about them depending on where you’re at um with your for
31:43
development stage. So, yeah.
31:45
>> Awesome. Thank you. Thank you. Bye everyone.