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Course description

Criminals view "Call Centers" as the weakest link in the security armor of financial institutions! It is easy for the social engineer to scam you remotely because they don't have to physically enter your institution - they can e-mail, chat, or call you on the phone. No one will have their picture, so the worst that can happen to them is you hang up. If your institution prides itself on customer service, not knowing the techniques that organized crime employs, you will take losses. Some of the same techniques can also be used in person.

In this session, you'll get information to help you understand:

  • How a social engineer learns your policies and procedures
  • How social engineers can obtain information on account holders that can answer to challenge questions
  • What "low and slow" means when implementing a social engineering attack
  • What you need to teach staff about deceptive answers
  • How to design the proper challenge questions to blunt social engineering attacks
  • How criminals actually attack your call center using information you provide

This fast-moving program on preventing losses will focus on the information identity thieves have before they call your institution when trying to obtain information or financial rewards. This webinar will discuss actual attacks used against financial institutions.


Who Should Attend:
Auditors, Call Center management and staff, Frontline staff, Branch Mangers, Retail Operations, Security Officers, Security Assistants, Security/risk management staff and Tr

Instructor(s)

Barry Thompson

Barry Thompson is an international speaker, trainer, consultant, and writer. He is a security and compliance “guru” for a leading national training organization and regularly presents security conferences for trade groups – he has trained over 60,000 financial professionals. Barry is recognized worldwide, presenting in Brussels, Belgium to European bankers on internal fraud; at the United Nations on identity theft; and to Japanese bankers on bank security. Barry has worked in the financial services industry for over four decades, and has held the positions of security officer, compliance officer, treasurer, senior vice president, and executive vice president. He has handled over 900 security cases and has been involved with investigations and prosecutions at the federal, state, and local levels. Barry is the author of 101 Security Tips for the Beginning Security Officer and Inside the Vault and has been interviewed by Newsweek, Computer World, USA Today, and other national publications.

Course curriculum

  • 1

    Video

    • Deception for Dollars: Social engineering your staff and call centers
  • 2

    Materials

    • Materials

    • Slides

    • Questions and Answers