Fraud & Risk

Managing Escalations When Customers Are Rejected by Risk

Angeline Lee - Microsoft

Presentation

Microsoft's Risk Escalations Team handles thousands of reviews per month, covering escalations involving both commercial and consumer products and services. This presentation gives an outline of the team as well as its focus and approach. Insights on improving the customer experience are included, along with ways the team has collaborated with Customer Support to reduce policy escalations. A summary of the team's feedback loop concludes the discussion.

Managing Escalations When Customers Are Rejected by Risk


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