Case Management

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Solving a marketplace’s fraud, money laundering, and other rules violation problems would be so much easier if Trust and Safety team members knew when they would happen, and could deal with them one by one as they came. However, the reality is rarely ever that simple.

This is why many anti-fraud and AML teams employ case management. This is a strategy of compartmentalizing the investigation and resolution of suspicious activities in a system, so these jobs get done with greater speed and efficiency. 

Here, we’ll explain what case management means – and what a case manager does – from a Trust and Safety perspective. We’ll also discuss how Trust and Safety teams can benefit from having anti-fraud/AML case management software solutions, as well as how to choose the best one for a particular marketplace.

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What is Case Management in Trust & Safety?

Case management, as it relates to Trust and Safety, is the process of tracking incidents that violate a marketplace’s terms and conditions (or otherwise present risks to the marketplace and its users). This also includes noting any actions a marketplace has taken in response to a specific incident.

What is a Case Manager?

A case manager is a Trust and Safety professional who is assigned to handle incidents of fraud, money laundering, and other terms and conditions violations in a marketplace.

The case manager's role typically involves investigating which actions on the marketplace were flagged as suspicious and then assessing their risk – including how severely they violated the marketplace’s rules. A case manager will then consult with other relevant marketplace team members on appropriate courses of action, and take steps to resolve each incident.

What Does a Case Manager Do?

A case manager’s duties primarily involve investigating and taking action on isolated abuse incidents within a marketplace. However, they usually also include liaising with other Trust and Safety team members – as well as other company departments – to ensure the marketplace’s anti-fraud/AML policies and processes are up-to-date and effective.

So a case manager’s responsibilities can consist of some or all of the following:

  • Research and identify behaviors that threaten the safety of a marketplace and its users
  • Develop policies and processes for responding to abusive behaviors
  • Monitor a marketplace for abusive activity, assess risk, and take action if necessary
  • Assist with training other Trust and Safety team members to detect and prevent abuse
  • Consult with Security teams on having the proper tech stack to combat abuse

Report to upper management on necessary updates to current anti-fraud practices

What is a Marketplace Fraud Case Management Solution?

Case management solutions are software platforms that help to streamline the management of service requests, investigations, incidents, and other unique cases.

In the context of marketplace fraud prevention, that means consolidating guidelines and resources on a single platform for all relevant marketplace teams. Beyond Trust and Safety, this also includes Security and upper management (among others). So all involved parties can seamlessly access the information and functions needed to move fraud detection, prevention, and resolution processes along.

Benefits of Having a Trust and Safety Case Management Solution

Having a case management system for a marketplace’s Trust and Safety team allows its anti-fraud and AML operations to be more efficient and less piecemeal. This is especially useful when a marketplace has a sufficiently large user base to monitor and/or caseload to handle. Some of the more specific benefits include:

  • Better collaboration: Cross-team anti-fraud and AML case management work can be more coordinated and accurate because all teams use the same interface.
  • Centralized control: All relevant information and functionality is in one place, allowing relevant employees to delegate and perform tasks from within the same system.
  • Streamlined workflows: Automating standardized fraud case management procedures allows Trust and Safety teams to speed up the handling of time-sensitive incidents.
  • Increased transparency: The ability to auto-log and holistically analyze case actions makes it easier to meet compliance standards and identify processes that could be improved.

Steps to Find the Right Trust and Safety Case Management Software for Your Organization

While finding the right tool for your organization will depend on your specific needs and expectations, there are a few things that are important to consider when making your choice.

Step 1: Consider the needs of the marketplace

Some case management software will help certain marketplace Trust and Safety teams more than others. Consider the size of the team – especially relative to the marketplace – and what types of fraud or money laundering cases it typically handles. Also consider what other teams or departments will need to be consulted with on cases, and how well the solution will integrate with their operations.

Step 2: Research and assess available options

Once the marketplace’s specific needs have been settled on, compile and compare a list of currently-available fraud case management software. Determine how well each solution’s features align with the marketplace’s requirements. Also, look for markers such as how long of a track record the offering company has of providing quality service in the industry.

Step 3: Test shortlisted solutions

Request a demo or a trial version of each fraud case management system that is considered  a potentially good fit for the marketplace. Evaluate how well each solution meets the marketplace’s needs while operating in a real-world scenario.

This is also a good time to assess how much help the platform’s provider gives in terms of training and customer support. See how prompt and thorough their teams address any questions or issues that arise.

Step 4: Determine the best value for money

Based on how each tested fraud case management system performed, hypothesize how much it will save the marketplace in costs. Consider both proactive costs (e.g. time and human resources spent doing things manually) and reactive costs (e.g. how much damage the marketplace could sustain without the system’s protections).

Compare these estimates to the actual prices of the fraud case management solutions. This should help to single out the platform that will provide the marketplace with the most benefits while costing the least.

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How Unit21’s Marketplace Fraud Case Management Solutions Can Help

Unit21’s case management platform provides marketplace Trust and Safety teams with a unified system for identifying, investigating, and resolving suspicious marketplace incidents. Link analysis provides case managers with holistic views of marketplace activity to spot patterns indicative of fraud, money laundering, or other violations. And automated report filing helps to speed up investigations when time is of the essence

Book a demo with us today to see how Unit21 can protect your marketplace.