When used for fraud prevention, a card issuer sends a text message to a card holder about a recent transaction that meets the issuers parameters as suspicious. The card holder then has a chance to reply that they recognize the transaction or that they don't. If they don't, the account is suspended and the card issuer sends another text message with a phone number for the card holder to call for further investigation and instructions........New White Paper Addresses Text Alert Concerns
When a credit union employee suspects a member may be subject to fraud, they should initiate a careful conversation focusing on the nature of the transaction and external influences. The goal is to help the member identify red flags without the employee asking for sensitive personal information that the credit union should already have on file. Initial Verification Questions .pdf Before discussing the specifics of the suspicious activity, the employee should confirm the member's identity in accordance with established internal protocols. Questions About the Transaction/Activity If the member confirms they are conducting a suspicious transaction (e.g., a large wire transfer or purchase of gift cards ), the employee should ask questions to help the member pause and think critically: "What is the purpose of this transaction?" "Do you personally know the person or business you are sending money to?" "Have you ever met the...

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