Trends in Call Center Fraud and Leading Practices for Identification and Response

information. Fraudsters typically navigate through a call center’s automated systems to perpetrate fraud until they find a gap in communication or another weakness that awards them access to unauthorized access. This webinar takes attendees through trends in call center fraud, the gaps that led the success of fraudulent events and lessons learned. Attendees will learn best business practices for identifying red flags to quickly identify a possible fraudster, how to handle fraud situations and how to organize different call paths to identify red flag events. This webinar is a great session for training new and existing call center staff, and any department that receives high volumes of customer inquiries.

Topics include:

• Trends in call center fraud
• Best business practices for client facing teams to identify, escalate and respond to fraud events
• Suggested documentation to include in your call center procedures for identification and handling fraud events

Who Should Attend?

• Client Facing Teams
• BSA and Fraud
• Compliance Officers
• Internal Audit
• Information Security/Technology
• Senior Management