Trends in Call Center Fraud and Leading Practices
Trends in Call Center Fraud and Leading Practices for Identification and Response
Tuesday, September 27, 2022
12:00 – 1:00 pm (Eastern Time)
Attendees will learn best business practices for identifying red flags to quickly identify a possible fraudster, how to handle fraud situations and how to organize different call paths to identify red flag events.
Call centers are targets for fraudsters looking to gain access to financial information and other sensitive information. Fraudsters typically navigate through a call center’s automated systems to perpetrate fraud until they find a gap in communication or another weakness that awards them access to unauthorized access. This webinar takes attendees through trends in call center fraud, the gaps that led the success of fraudulent events and lessons learned. Attendees will learn best business practices for identifying red flags to quickly identify a possible fraudster, how to handle fraud situations and how to organize different call paths to identify red flag events. This webinar is a great session for training new and existing call center staff, and any department that receives high volumes of customer inquiries.
Topics include:
- Trends in call center fraud
- Best business practices for client facing teams to identify, escalate and respond to fraud events
- Suggested documentation to include in your call center procedures for identification and handling fraud events
Who Should Attend:
- Call Center Management
- Branch Management
- Information Security Officers
- Account Officers
- Treasury Officers
- Relationship Managers
- Compliance
- Internal Audit
- Risk Management
Instructor
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.
Attendance verification for CE credits provided upon request.
Webinar Sponsored by BankersHUB
If you are having issues with registering online, please contact CBAO's Education, Training & Special Event Coordinator, Malia Widder, (614) 610-1877.
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Webinar and Playback* ($295/$445)
*Playback has no expiration.
Additional Hookup - Registering another banker from a different location ($185/$225)
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