Fraud Prevention a Focus at Contact Center Conference
Rayleen Pirnie, founder and owner of RP Payments Risk Consulting Services, LLC, is among the featured speakers at the upcoming MCUL & Affiliates 2019 Contact Center Conference.
Pirnie will deliver a session on “Phoning Fraudsters: Protecting Member Accounts” that will help attendees understand social engineering, why it happens and what frauds usually follow a successful phishing scam. Examples of technology such as call tracking red flags and verbal biometrics will be discussed, as well as manual procedures to help catch fraud and what processes do not work.
She will also present a session on “Tips, Tricks and Trends of Member Fraud Claims” that shares a real world look at Reg E, ACH and card compliance from the perspective of the call center when taking verbal claims of unauthorized activity. Actual cases will demonstrate what investigative questions to ask, in addition to things to never say.
Consumers Credit Union is the site for the opening night’s networking event, including dinner and a behind-the-scenes tour of the member service center. The event is Oct. 29-30 at the Delta Hotel and Conference Center in Kalamazoo. A vendor showcase is included on the agenda for the first day.