Here you’ll find guidance on the information to gather from the customer before escalating the case internally. Use calm, clear and non-blaming language throughout the conversation, focusing on confirmed facts rather than assumptions.
What information to find out:
- Was contact made and if so, how?
- What happened
- When the incident occurred
- What the criminal asked the victim to do
- What the victim did
- Whether money, data, account access, a SIM swap, or account upgrade was involved
- Whether there is immediate risk of further harm or ongoing compromise
- Ask if the victim has had any experiences of fraud from other organisations
Ensure all information recorded is factual, accurate, and based on the customers account of events. It is also important to explain to the victim what will happen next and what your company will do to investigate.