Frontline Fraud Fighters: Empowering Client-Facing Staff to Detect and Prevent Scams

Event Description

Call centers and frontline banking staff are often the first — and sometimes only — line of defense against fraud. Whether it's a panicked customer reporting an unauthorized charge, or a fraudster impersonating a legitimate account holder, frontline teams must be equipped to spot red flags, ask the right questions, and escalate threats appropriately.

This webinar is designed specifically for customer service, call center, and branch staff who interact with clients every day. We’ll walk through real-world fraud scenarios and arm your team with simple, effective tools to prevent scams, protect customers, and reduce your institution’s risk exposure. Topics include social engineering, elder fraud, account takeover attempts, and internal red flags.

Key Takeaways:

• Learn how to identify the most common scams targeting your customers — including imposter scams, romance fraud, and tech support schemes.

• Understand the social engineering tactics fraudsters use to manipulate staff and bypass security procedures.

• Get scripts and strategies for handling high-risk calls and escalating suspicious activity.

• Explore how to use account alerts, secure authentication, and client education to minimize losses.

• Build staff confidence with practical fraud prevention protocols and examples of what to say (and what not to say) in real time.