Unveiling Red Flags: When a Bank Client's Compliments Should Spark Suspicion
I’ve shared my experience working as a customer service representative for a bank, a role that lasted me 6–7 years after graduating from college. Though the job was extremely challenging, it provided me with invaluable insights into recognizing suspicious behavior and customer interactions.
A Look Back at My Time as a Bank Customer Service Rep
During my tenure, my primary focus was to assist customers with their financial matters, often under immense pressure to sell financial products that often went unappreciated by the customers. The industry was rooted in outdated practices such as cold calling and door-to-door sales. This was juxtaposed against the reality that many clients struggled to manage their finances, leading to an unsatisfactory work environment.
Signaling Suspicion: The Warning Signs
One piece of advice I consistently shared with newcomers was to be cautious when a client immediately starts complimenting you. This is a common strategy used by individuals planning to defraud the bank. Here’s a detailed breakdown of how these small but significant compliments can be red flags:
The First Strike: Complimenting Your Outfit
“That’s a really nice watch you’ve got!”
Strike one - Immediate suspicion: Whenever a client begins the conversation with an unexpected compliment, it immediately raises alarms. It’s important to gauge the situation quickly and be careful.
A Possible Response: “Thanks! It’s on sale for 11 at Walmart, come on.. I worked at a bank. Think I could afford more?”
The Second Strike: Complimenting Your Appearance
“Oh and that tie.. It looks great on you.”
Strike two - Searching for Red Flags: When the compliment transitions to your appearance, it may indicate that the person is trying to establish a rapport or gather information. This is the point where you should start looking out for previously charged-off accounts or suspicious activities.
A Possible Response: “Aw thanks! I was worried it was getting a bit faded and I can’t afford a new one.”
The Third Strike: Complimenting Your Glasses
“Those glasses look really great on you!”
Strike three - Alerting Authorities: By the time the compliment reaches your glasses, it’s likely that the person is well aware that you work at a bank and is trying to mislead you. This is the moment when you should consider whether this client is planning to defraud the bank or engage in other fraudulent activities.
A Possible Response: “That’s so nice of you to say! I’ve been saving to get the crack fixed - maybe next year!”
The Results and Beyond
As a male employee, my experience may differ slightly from female colleagues, but the accuracy of these red flags consistently remained high over the years. Each time these compliments occurred, reports were submitted, and investigations were conducted by the fraud team. And 100% of the time, the investigations led to uncovering fraudulent activities.
Customer service roles in the banking sector require keen observation and a deep understanding of suspicious behavior. Recognizing these red flags can significantly enhance the security measures in place, protecting both the bank and its clients from potential fraud.