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Fraud Control Training for Customer Contact and Operations Personnel
Anne J. Cheatham and J. Scott Gupton

"Fraud Control Training for Customer Contact and Operations Personnel” presents a review of various types of prevalent fraud activity, keys to identifying such activity and procedures and provides the recommendations and advice you need to reduce potential risks to the bank and its customers.

Price: $299.00


This is a virtual event, accessible online. Access instructions will be provided after registration.
Fraud Control

As electronic banking services have steadily increased so has fraud activity. Banks rely heavily on their customer contact and operations personnel to help control fraud, but they can no longer rely on teller and new accounts basic personnel training alone to identify suspicious activity and protect against fraud. Virus attacks, phishing scams and key loggers have joined those attempting to open fraudulent accounts, conduct kiting schemes and make split deposits in attempts to defraud both banks and their customers. Financial institutions now offer a full range of electronic banking products to serve their customers and remain competitive while continuing to process activity in traditional branches. Opening new accounts and accepting transactions can be potentially hazardous to both your institution and its customers.

Financial institutions must now train personnel to identify and report suspicious activity ensuring that they establish proper procedures and assign qualified personnel to review key risk transactions and areas. All contact and back room personnel responsible for accepting and processing transactions or opening new accounts should be attuned to the various risks presented by those attempting to defraud banks and/or their customers.


Topics that will be covered include:

  • Common types of fraud activity
    • Identity theft
    • Checks presented to be cashed
    • Split deposit swindles
    • Checks that have been altered
    • Checks presented where another’s identity has been assumed
    • Check kiting
    • Keystroke logging
    • Phishing
    • New account fraud
    • Financial instruments that are not negotiable
    • Telemarketing fraud
    • Check frauds perpetrated by organized groups of criminals
  • Clues to help identify suspicious activity
    • New accounts
    • Branch transactions
    • ATM or electronic banking transactions
  • Internal procedures recommended
  • Training and assigning personnel
  • Responding to suspicious activity
  • Reducing fraud risk through customer education
Price: $299.00



Anne Cheatham
J. Scott Gupton


  • Access your training anywhere, with a computer, tablet or smartphone.
  • Engaging and up-to-date training to support your career and your organization.
  • Handouts you can distribute to your board and staff.