All posts by Nicole Tuckwell

Fraud & Security How Secure Are Your Customer Communication Channels?

Mobile phone with warning message
Jul042017

We are addicted to our phones from the time we wake up until we go to bed — and apparently, even after that. According to recent reports: One in three UK adults – and half of 18-24 year olds – said they checked their phones in the middle of the night, with instant messaging and social media the most popular activities One in 10 smartphone owners admitted reaching for their phone as soon as they woke up – with a third grabbing the device within five minutes of waking. Given this, the best way to contact a customer is clearly by phone, particularly the smartphone as it has a range of channels available on a single device. This would also be the ideal way to quickly alert a customer to a potential fraudulent transaction. But this raises a critical question: How secure are the channels of communication with each customer?... [Read More]

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Fraud & Security Are Your Fraud Alert Replies Being Spoofed?

SMS screen with fake response to bank inquiry
Mar012017

As banks try to improve customer experience, reduce fraud and cut operational costs through interactive SMS, criminals have moved in to take advantage of the channel. The latest fraud scam involves ‘spoofing’ CLI (calling line identity) numbers to respond to SMS fraud alerts intended for customers. “Spoofing” SMS or texts might seem like something teenagers would do, perhaps sending fake texts on Valentine’s Day appearing to be from someone else. Instead, what’s happening is more sinister. If a credit/debit card transaction is deemed as suspicious, banks can alert customers through SMS, as well as through automated voice, mobile application push notifications and emails. If the transaction is genuine, the customer simply needs to respond to the SMS to confirm this, without actually having to speak to an operator in a call centre. What the fraudsters are doing is making a fraudulent transaction using a compromised card and then successfully ‘spoofing’... [Read More]

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