Curriculum

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.

Topics include:

  • 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
  • Compliance
  • Internal Audit
  • Risk Management


Best business practice Take-Away: Sample Treasury Services risk scoring matrix  

Instructor

  • Terri Sands

    Terri Sands

    Secura Risk Management / Founder


    Throughout her career, Terri has served as a leader in the payments and fraud prevention industry, providing education, risk management and compliance consulting and support services geared toward the specific needs of financial organizations. Terri is an Advanced Certified Anti-Money Laundering Specialist, an At-Risk Adult Crime Specialist and an Accredited ACH Professional. Prior to founding Secura, Terri served as co-founder of Payments Information Circle (PIC), a service organization providing payments industry education, auditing, consulting, resources, and support services to financial organizations throughout the country. Prior to her work at PIC, Terri also served as the President of GACHA, a non-profit, regional payments association where she provided strategic direction for financial institutions in the payments industry. Terri began her career in payments as a Senior Analyst with the Federal Reserve Bank of Atlanta where she provided training throughout the Sixth District and served on the Federal Reserve ACH Conversion Team that consolidated ACH Services for all branch locations in the Sixth District.

Credits

1.0 CPE Credits & 1.2 AAP Credits