Neither Should Customer Education.
We hate to break it to you, but fraudsters don’t care if it’s summer, the holidays, or 3:27 a.m. on a Tuesday. They’re out there 24/7, cooking up new ways to trick your loyal customers out of their hard-earned money. And while your bank’s fraud department is doing the heavy lifting behind the scenes, your marketing team needs to be just as proactive because a customer who knows what to look for is a customer who’s less likely to become a victim.
Why Banks Can’t Afford to Sit This One Out
Fraud and scams are on the rise, and the schemes are more sophisticated than ever. We’re not just talking about the “Nigerian prince” emails anymore. Imagine getting a phone call from someone claiming to be your grandchild asking for money, or a text you think is from your bank or major retailer saying there is a problem with a recent purchase. We’re talking sophisticated phishing emails that look like they came from a trusted sender.
Here’s the thing: your customers trust you with their money. That means they also trust you to tell them when something’s not right. The moment you go radio silent on scam prevention, you’re giving fraudsters the upper hand.
Your Job: Educate, Alert, Repeat
Proactive communication and marketing aren’t optional. It’s part of your customer service, and it’s a major trust-builder. Here’s how to step it up:
- Make it visual
Show customers what scams look like. Use screenshots (with personal info blurred) of phishing emails, fake text messages, or bogus checks. A “spot the scam” post can go a long way. - Tell them exactly what to do
Don’t just say, “Contact us if you think you’ve been scammed.” Spell it out:- Don’t click any links.
- Call your bank’s verified number.
- Report suspicious emails by forwarding to fraud@yourbank.com.
- Make it ongoing
Fraud isn’t a one-and-done topic. Build a monthly “Fraud Alert” feature into your email newsletter, social media, or even lobby signage. - Empower your frontline staff
Your tellers and call center reps should be scam-spotting experts. Give them the talking points to help customers before they become victims.
The Truth: Your Silence Helps Scammers
If you think your customers will “just know” when something’s fishy, you’re wrong. Scammers count on uncertainty and embarrassment to keep victims quiet. By the time a customer finally calls you, the money’s gone, and they’ll remember that you didn’t warn them.
You have the power to stop that. Use it.
Want to protect your customers and build their trust? That’s where we come in. The Twiggs Group helps banks turn complex topics (like fraud prevention) into clear, customer-friendly messaging that actually gets read and acted on.
Contact us today to schedule a free, 1-hour consultation.