At many financial institutions, fraud prevention training is something that happens after an incident. A loss gets reviewed, the red flags get identified, and managers carry the lesson back to their teams. It builds real knowledge, but it only reaches the people who happen to be in the room. INTRUST Bank wanted something that ran on its own schedule.
Founded in 1876, the privately held bank serves customers across 41 banking centers in Kansas, Oklahoma, and Northwest Arkansas, with approximately $7 billion in assets. The bank needed a way to give frontline employees regular, hands-on practice without building the training from scratch.
Why INTRUST rethought its fraud prevention training
Before bringing in BankersHub, fraud prevention education at INTRUST was largely tied to the bank's existing review and coaching process. Managers discussed fraud losses during monthly meetings, examined what happened, and identified red flags that may have been missed. That process helped employees learn from real incidents, but it wasn't a resource the bank could deliver proactively across the frontline.
"We were looking for a scalable way to provide more frequent, hands-on training opportunities for our frontline employees." — Kyle Foreman, Consumer Banking Operations Training Supervisor, INTRUST Bank
Quarterly scenarios across 41 banking centers
INTRUST brought in BankersHub's First Line of Defense™ and delivers it through the bank's existing learning management system. Each quarter, a new edition of interactive training goes out to customer-facing employees across the banking centers, from tellers and customer service staff through management. Instead of reviewing fraud definitions, employees work through realistic scenarios and make their own judgment calls about how to respond — the kind of scenario-based training that builds frontline reflex rather than recall.
The team went further, building a central library of the modules it has deployed so employees can revisit past scenarios any time. INTRUST later added First Line of Defense™ – TeleFraud Prevention, extending the same approach to the customer service center.
Today the program reaches approximately 275 frontline employees each quarter, and an estimated 90% or more finish by the deadline — notable for training that isn't a regulatory requirement. Completion is only part of the picture, of course, and we've written before about how to measure fraud training effectiveness beyond completion rates.
Download the full case study to see how INTRUST built recurring fraud prevention training into its frontline development — and what a similar approach could look like at your institution.
Download the full case study
You can also read how BankersHub customer First Bank of Alabama brought training under one roof and built a stronger first line of defense.
Ready to give your frontline fraud training they'll actually finish? Talk to a BankersHub expert today.
