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Call Center Agents Aim to Balance Service and Identification

As credit unions strengthen their cyber defenses, fraudsters are instead targeting call centers.

Call center fraud on the rise.

Credit unions’ desire to always help their members is playing into the hands of fraudsters, who are taking advantage of call center agents by spoofing member IDs in order to take over their accounts. In this first installment of a two-part series, we’ll look at how credit unions are addressing caller identification.

The “2019 State of Call Center Authentication” from the Portland, Ore.-based caller authentication and fraud prevention systems provider TRUSTID, a Neustar company, reported 51% of financial services respondents recognized the phone channel as the primary source of account takeover attacks.

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Roy Urrico

Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).

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