Fraud Awareness

Fraudsters can often be nervous, what form of non-verbal communication do they often avoid?

• Speaking

• Peck on the cheek

• Eye contact

• Laughing

What behaviours, that fraudsters normally display, should raise grounds for suspicion? (Tick all that are correct)

• Unable to answer basic questions

• Not having their debit or credit card in a wallet/purse

• Reluctant to pay more than a small amount in store

• Not interested in a demo for the handset they are about to obtain

• Have an unusually detailed knowledge of our systems or processes

Fraudsters will often travel to different parts of the UK or use stolen/tampered with ID, what indicators should you be looking out for? (Select all that are correct)

• Their address isn't local to your store

• They sing a lot

• They have a different regional accent

• Physical appearance differs from that on the ID that they have provided

You are processing a connection for a customer who asked for one device. After passing he credit check the customer immediately requests another device. What should you do?

• Try to up-sell them to a third and fourth connection

• Carry on with the second connection, the customer probably just forgot to mention it

• Tell them they can't have a second line, but still let them take the first one

• Refuse the sale and advise the customer to return after 14 days

Which of the following can be indicators that a debit or credit card is being used fraudulently? (Select all that apply)

• No UV logos or images displayed when placed under a UV light

• The card looks tampered with

• The card is from an online only bank

• The signature strip has been signed with a thick marker

What checks should you do to validate a Driving Licence?

• Check that the photo matches the customer in store

• Check the driving licence under a UV light

• Check that the edges of the Driving Licence are milled

• Tilt the card to see if some of it's colour tones change

A customer displaying multiple fraudulent behaviours is definitely a fraudster.

• True

• False

Which of the following indicators would you associate with potential fraudulent activity? (Select all that apply)

• A customer asking for a demonstration of two different devices to help them decide which one is right for them

• A customer having had two addresses in the last three years

• The customer looks a lot younger or older than their date of birth

• A customer who's address is in Devon but is purchasing in Glasgow