Fraud-fighter Spotlight: Andrew Austin @ CarMax

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On this episode of Fraudology, Andrew Austin, the Senior Manager of Fraud Technology at Carmax, shares his unique career journey & how it prepared him for his current role, overseeing fraud product/technology for the first & largest omnichannel auto dealer in the US.

Andrew also talks a bit about creating a "mission statement" for his role, and how it aligns with his company's mission statement of providing an "iconic customer experience". He also provides a good overview of the most common fraud issues impacting the auto industry, especially those around identity (from the 2 different types of synthetic fraud to identity theft), and how the US makes detecting identity fraud much more difficult than other countries. Additionally, Andrew emphasizes the importance of providing "targeted friction" (versus "blanketed friction") and creating customized experiences for different customer personas.

Andrew will be back on Fraudology for Thursday's episode, where he & Karisse will talk a bit about a merchant's experience being the target of so much vender attention pre-MRC, provide some "do's & don'ts" to fraud tech salespeople, and Andrew will give a great analogy for the different kinds of "shoppers"/buyers there are when selecting fraud technology for their companies.

To connect with Andrew (solicitations will not be responded to): https://www.linkedin.com/in/awaustin/

Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line.

Connect with her on LinkedIn

She brings her experience, expertise, and extensive network of experts to this podcast weekly, on Tuesdays.