Call centers and departments responsible for receiving customer calls are feeling the increasingly numbers of fraud attempts and have even been the victims of fraud through social engineering and other types of fraud threats. The goal of a financial institution is to ensure the customer has a positive experience; however, the fraudsters make it difficult by taking additional unnecessary time in attempting to overtake the call and socially engineer the customer service representative into breaking the rules, initiating an unauthorized transaction or surrendering sensitive information. This compliance webinar will take attendees through leading business practices for identifying red flags for personnel taking calls to quickly identify a possible fraudster, how to handle fraud situations and how to map out your different call paths to ensure that the organizational structure is in place that also quickly identifies out of ordinary calls and/or requests. This compliance webinar is a great session for training your front-line staff, customer call centers and/or any department that receives high volumes of customer inquiries.
- Fraud threats and trends in call centers such as spoof caller ID, Skype or Google Voice and other fraud attacks;
- Best business practices for the Identification of a true customer vs. a fraudster;
- How to handle fraudsters once identified;
- Authentication practices for verifying the identity of the caller;
- Organizational design of a call center to take into consideration significant increase in fraud threats;
- Best business practices for training your client facing teams.
Who should attend?
- Call Center Management
- Branch Management
- Information Security Officers
- Account Officers
- Treasury Officers
- Relationship Managers
- Internal Audit
- Risk Management