Registration: 9 a.m. to Noon Aug. 5 | 1 to 4 p.m. Aug. 12 

Brochure 

Overview

As fraud schemes continue to evolve, frontline employees play a critical role in protecting customers and safeguarding the institution. Criminals are becoming increasingly sophisticated, using emotional manipulation, social engineering and technology to convince victims to willingly send money, provide sensitive information or participate in fraudulent activity. 

From romance scams and elder financial exploitation to cryptocurrency, imposter and investment scams, frontline employees are often the first to notice when something doesn’t seem right. Knowing what to look for — and how to respond — can make all the difference.

This practical and engaging session is designed specifically for tellers, customer service representatives, universal bankers, branch personnel and other frontline staff. Participants will learn how to identify red flags of fraud, recognize signs that a customer may be a victim of a scam, ask effective questions and confidently engage customers in conversations that could help prevent financial loss. Using real-world examples, case studies and interactive discussions, attendees will leave with tools they can immediately apply in their day-to-day customer interactions.

Who Should Attend

This session is ideal for tellers, universal bankers, customer service representatives, new account representatives, branch managers, operations personnel, fraud and BSA staff, and anyone who interacts directly with customers.

Agenda

• recognize the most common scams impacting bank customers today
• identify behavioral and transactional red flags associated with fraud
• understand how criminals use social engineering to manipulate victims
• detect warning signs of romance scams, imposter scams, elder financial exploitation, investment fraud, cryptocurrency scams and other emerging threats
• ask effective questions to uncover potential fraud concerns
• navigate difficult conversations with customers who may not realize they are being victimized
• understand when and how to escalate concerns internally
• enhance customer education efforts and strengthen fraud prevention at the frontline

Presenter

Kristin Harville is an experienced and knowledgeable compliance professional with an extensive background as a banker, an examiner and a consultant. She brings a wealth of “real-world” knowledge that goes beyond the regulations. Her most recent experience before joining PSI included leading a $2.7 banking compliance team focused on BSA, compliance management system, internal audit, technology implementation and enterprise risk management.

Virtual Live Format

Attendees will need internet access and a standard web browser to join this video and web conferencing. They will receive an email with a link to join the virtual meeting, handouts and any additional information a few days before each event. You do not need your own Zoom account. You will use the link, meeting ID and password shared in the email.

Three Ways to Register

		Online - Aug. 5 | Aug. 12
		Phone 573-636-8151
		Mail check payable to Missouri Bankers Association and form to: Missouri Bankers Association P.O. Box 57 Jefferson City, MO 65102

Registration Fees

• MBA Member Fees
  • First Registrant - $250
  • 2-5 Registrants - $200
  • 6 or more Registrants (all access) - $1,500
• Nonmember Fee - $2,000 per registrant

Remember that this registration is per person only, multiple people in the same room attending the program is discouraged. The only exception is when all the registrants have enrolled separately and each registrant has paid their own individual registration fee, or you have purchased the “all access.”

Cancellation/Refunds

Full refunds will be granted for cancellations received by MBA at least 10 days before the seminar date. After that date, an administrative fee of $20 per canceled registration will be retained. Cancellations will not be accepted five days before the seminar. Substitutions are always permitted. 

For More Information

Contact the MBA Education Department at 573-636-8151 or email.