Call Center Agents Aim to Balance Service and Identification


March 29, 2019

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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