Every conversation is an opportunity to spot something that does not feel right.
Keep what you have learned in mind when speaking to customers and when dealing with callers who may be trying to manipulate you or access an account.
Remember to:
- Spot the warning signs
- Stop and pause the journey if something feels wrong
- Support the customer with calm, clear and non-blaming langauge
- Capture & Escalate the right information through your organisation's process
You are not expected to investigate fraud yourself. Your role is to notice the signs, protect the customer where you can, and make sure concerns are passed on quickly and clearly.
The actions you take at the frontline can prevent harm, protect customers and stop criminals from succeeding.