Is this a Red Flag?
A client calls and say they were locked out of their online account and would like to know their account balance. You are able to validate them with all authentication points on the account.
Is this a red flag?
No, if they are able to be authenticated, this would not be considered a Red Flag.
Generic term when a client has a paper check or ACH on their account they did not authorize.
Check Fraud
The caller wants to increase their ATM card limit to $1500. They received a text message to claim a $3000 sweepstakes, but they have to "act now" and pay a fee to claim the money.
What are your steps to increase the transfer? Or do you?
Do not increase the client's ATM limit and let them know a legitimate sweepstakes will not require them to send money to claim a prize.
What is the new name of the report formally known as a PSAR?
Unusual Activity Report (UAR)
Able to complete standard verification without any issues.
Client or bad actor?
Client.
Proceed with interaction.
On a single call, caller attempts to access different accounts but is unsuccessful.
Is this a red flag?
Yes!
This could be a bad actor that obtained this info through dark web or mail.
An umbrella term that refers to fraud committed using any type of payment card, such as credit, debit, gift, and prepaid cards.
Card Fraud
A caller calls in the morning and can verify their security word and hint but calls back later that afternoon and cannot verify anything beyond their name and account number.
What do you tell them?
Advised them to seek assistance in a branch with their photo ID.
How can you combat fraud at ONB?
Remain vigilant by following security verification procedures outlined in the Client Care Verification QRG and notify the Fraud Department when a client has been compromised.
IF YOU SEE SOMETHING, SAY SOMETHING.
Caller's date of birth is 10-29-1932. They sound younger than that and says "I don't know the answer to that, fam" when asked to verify their mother's maiden name.
Client or bad actor?
Bad Actor.
Proceed with caution to determine if they can verify anything else. May need to be send to banking center.
Engagement notes indicate this client has called multiple times but cannot authenticate beyond name and social security number.
Is this a red flag?
Yes.
Caller may be rep shopping to learn our verification process.
A common type of fraud where a bad actor steals personal identifying information (examples: name, address, or SSN).
This can lead to credit card fraud.
Identity theft
A client calls and says that they received a text from ONB Fraud department asking them to provide their online ID and Password for verification purposes.
What do you say?
Remind them that ONB would never ask for that information to authenticate them and tell them not to response to the text with any info.
How much did consumers lose to fraud in 2023?
Caller said they lost their debit card yesterday and would like to get a replacement. However, the replacement needs to go to their new address in a different state. You review activity with the client and notice debit card transactions today in the state that matches their home address.
Client or bad actor?
Bad actor.
Proceed with caution!
A puppy for sale!
The classified ad states that a deposit is required and must only be sent through Zelle.
Is this a red flag?
Yes!
The seller is most likely a scam artist attempting to steal client's funds.
A client received a check to pay for equipment for a work from home job they just started. The client stated the employer wants them to return a portion of the check back since the amount was sent in error.
Is this a scam?
Yes!
This could be an employment scam where a bad actor offers a job to obtain funds from a bad check.
A client calls and states that their account has been "hacked" and there are multiple bill pay transactions.
What do you do?
Place the online banking profile on hold, request LSL to put a status 3 on the account, and complete a UAR for fraud to look into the activity.
Per Old National Bank's Fraud Security department, what is the #1 payment method used for fraud?
Client calls to update their email address and daytime phone number since they have a new job.
Client or bad actor?
Most likely the client but be aware of what they are saying and if any other red flag scenarios exist.
The client's girlfriend from Canada wants to come visit but sadly can't afford a plane ticket. The client calls to ask the conversion rate. He confides in you that they've never met in person, and she doesn't send any pictures because she's in the FBI and can't compromise her identity.
Is this a red flag?
Yes, a Sweetheart Scam is the likeliest scenario.
The scammer pretends to have a platonic or romantic interest while trying to get money from the client.
The most common form of social engineering, a bad actor uses fake emails to obtain personal information and bank details.
Phishing
** DAILY DOUBLE **
ONB CEO Jim Ryan emails you to help him send his buddy Kendra funds to her account by completing a wire transfer request.
What do you say to Jim to help him out?
Report the emails as phishing, notify your supervisor and do not complete the request.
What is the #1 fraud prevention tool at Old National Bank?
You are!
Team members are the first line of defense to prevent fraud. Report security incidents immediately.
Caller is listed as a POA relationship on the account but cannot verify any information except for their name.
Client or bad actor?
Most likely bad actor.
Refer to banking center for assistance.