1. Fraud Control Training for Customer Contact and Operations Personnel

Fraud Control Training for Customer Contact and Operations Personnel

Fraud Control Training for Customer Contact and Operations Personnel
Event ID: 70847
Not for Sale
Recording: 13729

Duration: Scheduled for 90 minutes including question and answer period.
Presenter(s): Anne J. Cheatham, financial industry consultant; J. Scott Gupton, executive vice president and COO, NSBANK
$299.00, On-Demand includes full audio presentation, question and answer session, and presentation slides.
Credits: Live webinar approved for 1.5 NASBA credit hours (Management Services).
Who Should Attend? Customer contact personnel and supervisors, operations personnel and supervisors, risk managers, compliance officers, training personnel, electronic banking officers

As electronic banking services have steadily increased so has fraud activity. Banks rely heavily on their customer contact and operations personnel to help control fraud, but they can no longer rely on teller and new accounts basic personnel training alone to identify suspicious activity and protect against fraud. Virus attacks, phishing scams and key loggers have joined those attempting to open fraudulent accounts, conduct kiting schemes and make split deposits in attempts to defraud both banks and their customers. Financial institutions now offer a full range of electronic banking products to serve their customers and remain competitive while continuing to process activity in traditional branches. Opening new accounts and accepting transactions can be potentially hazardous to both your institution and its customers.

Financial institutions must now train personnel to identify and report suspicious activity ensuring that they establish proper procedures and assign qualified personnel to review key risk transactions and areas. All contact and back room personnel responsible for accepting and processing transactions or opening new accounts should be attuned to the various risks presented by those attempting to defraud banks and/or their customers.

"Fraud Control Training for Customer Contact and Operations Personnel” presents a review of various types of prevalent fraud activity, keys to identifying such activity and procedures and provides the recommendations and advice you need to reduce potential risks to the bank and its customers.


Topics that will be covered include:

  • Common types of fraud activity
    • Identity theft
    • Checks presented to be cashed
    • Split deposit swindles
    • Checks that have been altered
    • Checks presented where another’s identity has been assumed
    • Check kiting
    • Keystroke logging
    • Phishing
    • New account fraud
    • Financial instruments that are not negotiable
    • Telemarketing fraud
    • Check frauds perpetrated by organized groups of criminals
  • Clues to help identify suspicious activity
    • New accounts
    • Branch transactions
    • ATM or electronic banking transactions
  • Internal procedures recommended
  • Training and assigning personnel
  • Responding to suspicious activity
  • Reducing fraud risk through customer education


Your conference leaders for "Fraud Control Training for Customer Contact and Operations Personnel” are Anne J. Cheatham, and J. Scott Gupton.

Anne J. Cheatham has had a varied career in the financial institutions industry. During her career, she served for over 20 years as a member of senior management in three de novo banks, each of which she helped form. She served for 3 years as a member of a bank’s board of directors. Anne has had responsibility for many financial and administrative areas including regulatory reporting, accounting, auditing, retail deposit and delivery services, compliance, asset-liability management, bank investments, bank operations, and information technology.

Ms. Cheatham is currently an independent financial institutions consultant working with banks in the areas listed above. She has authored or co-authored more than 10 publications for and has been a frequent speaker in the financial institutions industry having conducted training programs for bankers nationwide on behalf of BankersWeb, Jack Henry National Users Group, Tennessee Bankers Association, and BAI, as well as Sheshunoff Consulting + Solutions.

Karen Freeman has a passion for banking advancement and innovation. She is a speaker with the BankersWeb speaker series speaking regularly on evolving trends, self-service banking, marketing and emerging payment solutions. She along with two other BankersWeb speakers administer the Electronic Banking Certification Series, now in its third year.

J. Scott Gupton is executive vice president and chief operating officer of INSBANK, Nashville, TN. Scott serves as a senior officer responsible for supervising and managing the overall operations and security of the bank, facilities, employees and data and ensuring all functions are operational, efficient and compliant with state and federal regulations. His previous experience included serving as COO and principal financial officer for a community bank with responsibilities which included overseeing bank operations, accounting, financial reporting, facilities, information technology, vendor management and auditing functions. Scott’s diverse banking experience also includes operations management, relationship management and lending as well as some of his current responsibilities, at a state-wide commercial bank, a large national bank and a midsized community bank.

He is a graduate of the University of TN at Knoxville with a BS in business administration and marketing. He is also a graduate of The Southeastern School of Banking at the Owen Graduate School of Management at Vanderbilt University. Scott has spoken to industry groups on remote capture, merchant capture and branch capture strategies, risk assessment, risk management, e banking and bank operations. He has co-authored 2 publications for a banking industry publisher, has spoken at financial industry conferences and has served as an expert witness on financial industry matters. He is currently serving as an instructor for national certification programs for both e-banking officers and tellers.


BankersWEB, a division of DKG Media, LP, wants you to be satisfied with your webinar. If this webinar does not meet your expectations, email us at [email protected].


BankersWEB certificates of participation are available to everyone completing this webinar.