How can tellers educate customers on cyber hygiene and fraud prevention?

1 Know the common threats

The first step to educating your customers on cyber hygiene and fraud prevention is to be aware of the common threats and risks that they may face online or over the phone. Some of the most prevalent types of fraud include phishing, identity theft, malware, ransomware, and account takeover. You should familiarize yourself with the signs and symptoms of these attacks, and how to report them to your bank and the authorities. You should also keep yourself updated on the latest trends and alerts from your bank and the industry.

2 Share the best practices

The second step to educating your customers on cyber hygiene and fraud prevention is to provide them with the best practices and tips they can follow to protect their accounts and personal information. This includes using strong and unique passwords for each account, enabling two-factor authentication and biometric verification, avoiding clicking on suspicious links or attachments, verifying the sender and purpose of any request for personal or financial information, reviewing account statements and credit reports regularly, using secure and trusted devices and networks to access online banking services, and reporting any lost or stolen cards, devices, or documents immediately. You can communicate these best practices verbally, through brochures, flyers, or posters, or by directing them to your bank's website or app.

3 Engage in dialogue

The third step to educating your customers on cyber hygiene and fraud prevention is to engage in dialogue with them and listen to their concerns and questions. Open-ended questions such as “how do you manage your passwords and online security?” or “have you ever encountered a phishing email or a fraudulent call?” can be used. You can also ask what they would do if they suspect their account or identity has been compromised, and how they keep their devices and networks secure. To illustrate the risks and solutions, you can use scenarios, stories, or examples, as well as show empathy and understanding. Additionally, you can ask for feedback on how your bank can improve its cybersecurity and data protection measures.

4 Provide resources and support

The fourth step in educating customers on cyber hygiene and fraud prevention is to provide them with resources and support that they can access and use anytime. This includes your bank's contact information and channels for reporting fraud or security issues, as well as their policies and procedures for resolving these issues. Educational materials and tools on cybersecurity and data protection, such as webinars, videos, quizzes, or checklists, can also be provided. Additionally, external resources and organizations that offer guidance and assistance on cybersecurity and data protection, such as the Federal Trade Commission, the Consumer Financial Protection Bureau, or the National Cybersecurity Alliance should be recommended. Finally, following up with customers after a fraud or security incident to offer reassurance and assistance is also important.

5 Promote a culture of trust

The fifth step in educating your customers on cyber hygiene and fraud prevention is to cultivate a culture of trust between the bank, its customers, and itself. This can be done by being transparent and honest about cybersecurity and data protection efforts, as well as being respectful and courteous to customers and their privacy. Additionally, it is important to be proactive and responsive to customer needs, consistent in delivering services and promises, and accountable for actions and decisions. Through these measures, you will be able to build rapport with customers, as well as encourage them to work together on cybersecurity and data protection.

6 Be a role model

To effectively educate your customers on cyber hygiene and fraud prevention, it is important to be a role model and demonstrate the behaviors and attitudes that you want your customers to adopt. This includes practicing the best practices and tips that you share, staying informed on the latest developments and trends in cybersecurity, seeking feedback and improvement on your own performance, sharing experiences and insights with colleagues, and recognizing and rewarding customers for their efforts in cybersecurity. By being a role model, you can encourage your customers to take action and responsibility for their own cybersecurity.