Many banks don’t realize that their help desk has access to a lot of personal information. If those help desks are put at risk, then your clients are also put at risk.
While it’s always better for clients to update their information in person, there are some situations in which that isn’t possible. Some people may be traveling abroad
Require a Multi-Step Customer Validation Process
When customers call in to set something right for their account, you need to have a multi-step validation process in your secure help desk. That way, no unauthorized callers can access financial information.
Many institutions will require the customer to verify the account and the address. While this is a good step, many hackers can find this information quite easily.
There are several ways you can set up customer validation processes. You can require them to set up security questions when they’re physically in your branch. Then, require them to answer one or more of those questions before they can access any account information.
Use Technology Designed for Call Centers
Another way to protect your institution’s information is to use technology specifically designed for call centers instead of what you may have on hand. Call center technology is designed with security in mind, and transferring suspicious callers to a security department makes it easier to protect client funds.
Call center technology can also make it easier to screen who is calling. If you get a call from a customer on a number they don’t have listed in their file, you can require more rigorous screening to ensure the caller is who they say they are.
Record Information About Calls in Your Secure Help Desk
Recording all calls may seem like overkill. However, if you log a call from a client asking for account information, and then get a call from the same client within the same hour, this can set off red flags to indicate someone is trying to hack the account.
Having a method for recording calls can help you determine suspicious activity. You’ll have a way to compare what is happening now to what has happened in the past. Having records from previous attempts gives your technicians the data they need to protect your clients’ financial information.
Have Methods in Place For Scam Calls
Unfortunately, it’s not a matter of if, but when you’ll get scammed. Instead of hoping that your technicians can figure it out, set up processes to protect them and your clients.
You can create an escalation tree that will transfer scammers to someone more trained in your secure help desk. Or, you can have technicians ping supervisors, who can get on the call and give them some idea of what to do. That way, your help desk workers won’t be entirely on their own when something suspicious is happening.
Evaluate Your Technicians’ Performance Regularly
Your security measures are only as strong as the technicians that uphold them. Technicians may not try to sustain security measures if they don’t go through quality assurance. However, if they know that their job will be on the line for not maintaining measures, they’ll make more of an effort to do their job correctly.
Set up whatever measures make sense for your organization. Either put people on the call at random or evaluate them after they happen.
Your help desk shouldn’t be a security risk for your financial information. Train your agents on basic security measures and make sure they know how to protect your clients.