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Anti-Scam Banking Operations & Customer Protection Strategy

Anti-Scam Banking Operations & Customer Protection Strategy

OVERVIEW

Perkembangan digital banking, mobile banking, instant payment, dan social engineering meningkatkan risiko scam yang dapat menyerang nasabah maupun operasional internal bank. Modus seperti phishing, impersonation, account takeover, investment scam, fake customer service, dan social engineering membutuhkan strategi perlindungan yang tidak hanya berfokus pada teknologi, tetapi juga proses, people, monitoring, dan respons insiden.

Pelatihan Anti-Scam Banking Operations & Customer Protection Strategy dirancang untuk memperkuat kemampuan bank dalam mencegah, mendeteksi, merespons, dan memitigasi berbagai modus penipuan digital sekaligus meningkatkan perlindungan nasabah.

 

TUJUAN PELATIHAN

1. Memahami perkembangan dan karakteristik scam dalam ekosistem perbankan digital.
2. Mengidentifikasi red flags dan pola transaksi yang mencurigakan.
3. Memperkuat fraud detection dan transaction monitoring.
4. Memahami strategi pencegahan account takeover dan social engineering.
5. Meningkatkan mekanisme customer protection.
6. Memperkuat koordinasi antara Fraud, IT, Cybersecurity, Risk, Compliance, dan Customer Service.
7. Menyusun strategi respons terhadap laporan scam dan fraud.
8. Mengembangkan framework anti-scam yang terintegrasi dan berkelanjutan.

 

TUJUAN PELATIHAN

1. Banking Scam Threat Landscape & Emerging Fraud Trends

• Perkembangan scam di industri perbankan.
• Phishing, smishing, vishing dan impersonation.
• Social engineering.
• Account takeover.
• Digital payment scams.

2. Scam Risk Assessment & Fraud Risk Mapping

• Identifikasi fraud/scam risk.
• Customer journey risk mapping.
• High-risk channels dan transactions.
• Fraud risk indicators.
• Scam vulnerability assessment.

3. Social Engineering & Behavioral Fraud Detection

• Manipulasi psikologis nasabah.
• Fraudster tactics.
• Behavioral indicators.
• Suspicious customer behavior.
• Early warning signals.

4. Transaction Monitoring & Scam Detection

• Transaction monitoring.
• Suspicious transaction patterns.
• Velocity & anomaly detection.
• Real-time fraud detection.
• Alert management dan escalation.

5. Account Takeover & Digital Banking Protection

• Account takeover scenarios.
• Credential theft.
• Device compromise.
• Authentication & MFA.
• Customer account protection controls.

6. Customer Protection & Scam Prevention Strategy

• Customer awareness.
• Secure banking behavior.
• Scam warning & confirmation mechanisms.
• High-risk transaction controls.
• Customer communication strategy.

7. Fraud Investigation & Scam Incident Response

• Scam case identification.
• Investigation workflow.
• Transaction tracing.
• Evidence collection.
• Case escalation dan resolution.

8. Anti-Scam Operations & Cross-Functional Coordination

• Fraud Operations.
• SOC/Cybersecurity.
• Risk & Compliance.
• Customer Service.
• Legal dan Management escalation.

9. Third-Party, Fintech & Payment Ecosystem Scam Risk

• Payment ecosystem risk.
• Fintech dan third-party exposure.
• Mule accounts.
• Merchant/payment channel risk.
• Information sharing & collaboration.

10. Building an Integrated Anti-Scam Banking Framework

• Anti-scam governance.
• Fraud prevention & detection framework.
• Customer protection framework.
• KPI/KRI dan management dashboard.
• Continuous improvement & anti-scam roadmap.