Strategies Financial Institutions Use to Mitigate Security Breaches for Mobile Customers

Mobile fraud attack rates are increasing rapidly. Financial institutions, cybersecurity managers, and regulators need effective strategies to reduce consumer financial harm and operational risk. Grounded in the cybernetics model, this qualitative, pragmatic inquiry identified the cybersecurity strategies that cybersecurity professionals use at financial institutions to mitigate data breaches for mobile customers accessing financial data. Data were collected from five cybersecurity professionals through semistructured interviews and from publicly available documents and guidance issued by financial institutions and standards bodies. Six significant themes emerged from thematic analysis: implementing multifactor authentication, deploying virtual private networks (VPNs), delivering user education, promoting regular account monitoring, endorsing authentication apps, and enforcing strong password policies. A key recommendation is to integrate cybernetic principles into the design of multifactor authentication to enhance security protocols. The implications for positive social change include the potential for financial institutions and policymakers to implement the identified strategies to protect consumers’ livelihoods and reduce operational and transactional risks.