United continues to deploy advanced technologies to detect and prevent fraud. As early adopters in leveraging artificial intelligence and machine learning to uncover fraudulent activity quickly and effectively, United has systems specifically targeted to detect and prevent deposit fraud, online account takeover, elder abuse, and other emerging fraud tactics. Our systems analyze customer activity across multiple deposit channels to uncover fraudulent activity. When customers have experienced fraudulent activity, United has been very successful in helping our customers recover funds or stop the payment before it is final.
Our core values guide how we interact with our customers. We work hard to meet their banking needs. We provide transparent products and services with the customers’ best interests in mind. We pride ourselves on relationship banking, because the more we understand and care for our customers personally, the better we can meet their banking needs.
Our digital strategy and the investment plan will continue to evolve as our customers’ needs and requirements continue to change in the rapidly advancing digital landscape. We have developed a framework to prioritize critical initiatives, nimbly modifying our investments and resources as necessary to ensure we are working on the most important initiatives, with the ability to reprioritize investments and resources based on real-time data. We are committed to improving the customer experience at every interaction and will continue to promote ‘easy‐to‐use’ self‐service channels. Digital offerings also enhance the employee experience, freeing up their capacity to focus on our customers and automating processes that will increase overall efficiency with a reduced error rate.
Fair and Responsible Banking
United maintains formal policies, programs, and trainings to ensure credit products are made available to all applicants on a consistent and fair basis. United’s Fair and Responsible Banking Program is proactive in identifying and addressing emerging risks across the institution. The Fair and Responsible Banking team works to ensure that United’s practices across product lines are fair and responsive to all applicants and customers. This includes all relevant customer-facing employees completing fair banking and consumer protection training at least annually.
United’s diverse customer base often creates the need for customers to speak with an employee that understands their language and can interpret their financial needs and questions.