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Call Center Fraud Management: Identification, Response and Recovery – February 25, 2021

$295.00

Call centers and departments responsible for receiving customer calls are feeling the increasingly numbers of fraud attempt 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.

SKU: Call Center Fraud Management: Identification, Response and Recovery - 02/25/2021 Category: Tags: ,

Description

Call centers and departments responsible for receiving customer calls are feeling the increasingly numbers of fraud attempt 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.

Topics include:

  • Review of different types of call centers
  • Trends in call center fraud
  • Best business practices for client facing teams to identify, respond and recover fraud
  • Suggested documentation to include in your call center documentation for identification and handling fraud events

Who Should Attend?

  • BSA/AML Officers and Support Staff
  • Information Technology Officers
  • Information Security Officers
  • Customer Service Representatives/Tellers
  • Call Centers
  • Treasury Management
  • Electronic Banking
  • Risk Managers
  • Deposit Operations
  • Compliance Managers
  • Internal Auditors
  • Executive Management