Use Unexpected Questions to Thwart Call-Center Scammers

by TMG

by 

Call-center fraud is on the rise, and not just for financial institutions. With social media and chat features becoming more valuable to consumers and businesses alike, fraudsters have found yet another avenue for gaining access to your customers’ sensitive information and financial accounts.

I always say the call center, especially for a financial institution, is the first line of defense against fraud. That’s why it is critically important to arm that first line (your call-center representatives) with the tools necessary to fully authenticate callers.

How does your call center verify a caller’s identity today? With sophisticated (and sadly, inexpensive and easy-to-obtain technology), fraudsters easily mask phone numbers to make it appear as though they are calling from the phone number your team has on file. Commonly used security tokens, too (things like addresses and even social security numbers), are easily attainable today.

Therefore, it is important to ensure your staff is equipped with other means of verification. Consider adding out-of-pocket questions, such as a checking account number or the date and/or amount of their last payment, to the authentication line-up. You’re looking for anything you have access to that the customer should know but a fraudster wouldn’t.

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