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.