About Us | Contact Us
View Cart

Are You a Security Blanket?

By Vigilize | Thursday, December 16, 2010 - Leave a Comment

How often do you get a phone call from a customer needing information on his/her checking or savings account, loan, or other banking product? I’m sure you can probably answer that with “often enough.” So, how do your employees handle that phone call from a “customer” seeking information?

It’s simple… Authenticate, authenticate, authenticate!

I am sure that you cover authentication measures in your annual security awareness training. However, do they retain that information until the next cycle of training? Periodic reminders are a great way to keep your staff on their toes when it comes to balancing customer service, authenticating customers, and providing customers with information they need.

Your employees MUST confirm (or authenticate) the identity of customers prior to giving them any information. The customer’s address, phone number, account number or date of birth are not good enough! Anyone can answer those questions if they know the person (ex-spouse), have received a payment via a check (WalMart employee), or have done some Internet research (a pretext caller). What you need to do to properly authenticate customers is to ask “out of pocket” questions. Not just one, but maybe two. Some examples of out of pocket questions include:

  • Date of last deposit
  • The source of the last deposit
  • Amount of automatic payments or deposits
  • The name of the recipient for automatic payments
  • A predetermined code word or telephone PIN (yes, this takes some setup and planning)
  • Last check number written (is the caller super-duper close?)

Also, teach your employees to educate your customers. In the process of “politely” providing great customer service, suggest that your employees “politely” educate your customers about proper authentication so that they are aware of why you are asking questions. Let them know that it is YOUR job to help keep their information secure. In doing so, you are asking these questions to protect them, their identities and their assets.

To assist you in your security awareness efforts, here is our “Properly Authenticate” awareness reminder poster that you may distribute to your employees.

Latest News
    A new study highlights the benefits of looking at your network from the other side… An article review. If you were trying to attack your organization’s network, how would you start?  That’s a question you may not have asked yourself, but experts say it’s something that can help you strengthen your security.  That’s according to […]
    Google Ads, Gitlab and OneDrive have been used to distribute the BATLOADER malware… An article review. We’ve always believed that “watch where you click” has always been good advice when it comes to security online, however Microsoft is tracking the spread of malware that has been using legitimate websites to help facilitate its spread, counting […]
    Another awareness poster for YOUR customers (and users).  Now that we have our own employees aware, maybe it’s time to start posting content for our customers! Check out posters.infotex.com for the whole collection! Download the large versions here: Awareness Poster (Portrait) Awareness Poster (Landscape) You are welcome to print out and distribute this around your […]
    A new way of helping people “read” new guidance… Look for more in the future! To save you time, we are proud to present “Adam Reads” . . . recorded versions of our Guidance Summaries! Below you can find an embedded player for the audio file. If you are having issues with that working, you […]
    Thanks for being interested in our Technology Planning Webinars! The 2022 annual webinar update on technology planning includes a review of the previous years’ movies that are available, as well as alternative tactics that have arisen from recent conferences, forums, and industry experience. Feel free to invite your entire technology committee! Click the Button to […]
    Another awareness poster for YOUR customers (and users).  Now that we have our own employees aware, maybe it’s time to start posting content for our customers! In the spirit of October and Halloween we have put together a gallery of our “spooky” Awareness Posters at halloween.infotex.com. Use them to help decorate for the holiday! Check […]
    Microsoft, Cisco and Uber are among the companies hit by this new threat… An article review.  As more organizations adopt multi-factor authentication to help safeguard their systems hackers have adapted, and several major corporations have been among those hit by this new style of attack.  This new technique, called MFA Fatigue or Push Spamming, involves […]
    A Webinar Movie This presentation is intended for those who are planning to participate in an infotex incident response test. Please let us know what questions you have, when we have our Plan Walkthrough and Test Plan Approval meeting!
    What you need to know for compliance coast-to-coast. Back in 2020 we posted an article containing links to data breach laws from each state, and it has proven to be one of our more popular posts.  Because laws surrounding the use (and abuse) of technology are always evolving, we thought it was worth taking another […]
    Another awareness poster for YOUR customers (and users).  Now that we have our own employees aware, maybe it’s time to start posting content for our customers! In the spirit of October and Halloween we have put together a gallery of our “spooky” Awareness Posters at halloween.infotex.com. Use them to help decorate for the holiday! Check […]