Red Flags of Fraud
This interactive training module equips customer service representatives with the knowledge and skills to detect and prevent refund scams that exploit payment system delays. Through scenario-based learning, agents learn to identify suspicious behaviors, follow verification protocols, and protect both customers and the organization from financial loss.
Tools Used to Create This Course:
Design Highlights:
-
Scenario-Based Lessons: Realistic call simulations guide learners through common scam tactics and appropriate responses.
-
Red Flag Identification: Learners explore behavioral and transactional indicators such as unusual payment patterns, third-party involvement, and inconsistent verification details.
-
Policy-Driven Action Steps: Clear guidance on how to verify payments, escalate concerns, and document interactions ensures compliance and consistency.
-
Assessment: A 5-question quiz reinforces key concepts and requires an 80% score to pass.
Click to enlarge.
Audience & Learning Objectives:
Customer service representatives and call center agents handling payment and refund inquiries.
-
Identify red flags indicating potential fraud in customer interactions
​
-
Develop skills to handle suspicious calls with confidence and professionalism
​​
-
Navigate complex scenarios while adhering strictly to company policies and procedures.
Tools Used to Create This Course:
View Another Project
