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Call Center/Client Facing Fraud Management: Important Red Flags for Identifying Fraud

February 22 @ 12:00 pm - 1:00 pm EST

$249

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Call Center

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  

Pricing

$249 for Webinar and Playback*
*Playback has no expiration and may be shared internally.

Event Date

Friday, February 22, 2019

    • 12:00 – 1:00 pm (Eastern Time)
    • 11:00 – 12:00 pm (Central Time)
    • 10:00 – 11:00 am (Mountain Time)
    • 9:00 – 10:00 am (Pacific Time)

Credits

  • 1.2 AAP Credits
  • 1.0 CPE Credits

Your Speaker(s)

Terri Sands AAP CAMS
Founder, Secura Risk Management

About the Speaker

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 served as the Director of the Financial Investigative Unit for State Bank & Trust in Atlanta, Georgia where she was responsible for BSA/AML, physical security, fraud prevention, and payments risk management.

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), Prior to her work at PIC, Terri served as the President of GACHA, a non-profit, regional payments association. 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. Terri has been an instructor for BankersHub for almost ten years.

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