Independent Banker - March 2020 - 57
Frontline staff
Frontline employees often serve as the fi rst
line of defense when it comes to spotting
cybersecurity threats with branches, ATMs
or phone banking because of their proximity
to customers.
Jeff Newgard, president and CEO of
$405 million-asset Bank of Idaho in Idaho
Falls, Idaho, says he wants all of the community
bank's universal bankers to be trained to
recognize a potential scam, " even when the
customer doesn't. "
For example, Newgard says that phone calls
and emails with instructions to take action
immediately to avoid negative consequences
or to receive a great reward are common
scams that customers should vet with branch
personnel. " Tellers or universal bankers
are typically the fi rst to have contact with a
customer who may be falling for such a trap, " he
adds.
Frontline employees should ensure customers
aren't being scammed through electronic bank
channels like an email or threatening phone
call. They should also look out for odd customer
behaviors and be able to spot phishing scams,
including test emails that they receive from
the bank directly, Newgard says. " We train our
employees on these methods regularly, and
then we test them with our own eff orts, with
pretext calling and our own internal phishing
campaign, " he adds.
Travis Brennan, chair of the privacy and data
security practice at Stradling Yocca Carlson &
Rauth in Newport Beach, Calif., suggests that
frontline employees should " understand how
they fi t in a bigger picture. " These employees
" Train tellers to understand the risk
in their environment in terms of
personal information, so they aren't
accidentally exposing sensitive data. "
-Travis Brennan,
Stradling Yocca Carlson & Rauth
could prevent low-tech fraud simply by keeping
their work area clear of sensitive documents
and making sure they log out of their computer
when they leave their desk, he adds.
" Train tellers to understand the risk in their
environment in terms of personal information, "
Brennan says, " so they aren't accidentally
exposing sensitive data. "
independentbanker.org Q 57
http://www.independentbanker.org
Independent Banker - March 2020
Table of Contents for the Digital Edition of Independent Banker - March 2020
Table of Contents
Independent Banker - March 2020 - Intro
Independent Banker - March 2020 - Cover1
Independent Banker - March 2020 - Cover2
Independent Banker - March 2020 - Table of Contents
Independent Banker - March 2020 - 2
Independent Banker - March 2020 - 3
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Independent Banker - March 2020 - Cover3
Independent Banker - March 2020 - Cover4
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