Sometimes, a routine transaction turns into a moment that reminds us why asking the right questions matters. What began as a simple cash withdrawal quickly evolved into a situation that required careful review, teamwork, and a strong focus on protecting both our customer and the bank. This month’s Fraud Fighter, Amy Beck, was at the center of it all. Below is a behind-the-scenes look at how the situation unfolded.
What initially brought the customer into the branch?
Amy: The customer came in, requesting a $9,000 cash withdrawal for some car repairs.
Were standard fraud-prevention questions asked?
Amy: At first no, requesting money for a car repair is nothing that is out of the ordinary. But I did notice that the customer had just deposited the check yesterday. Upon further investigation of the check, I noticed that our customer hasn’t ever had done business with this company before. Something in my gut just didn’t feel right about this.
Were standard fraud-prevention questions asked?
Amy: Yes, I mostly wanted to know where this check had come from and why. If I gave this customer her cash, and the check came back, then our customer would have been out that money. I wanted to make sure that I prevented that from happening. When questioning where the check came from, the customer did not wish to say, which made me even more concerned. I asked whether anyone was asking her to withdraw the money. She insisted the funds were for car repairs, denied any outside involvement, and did not want to give any more information.
Having that initial concerning feeling and the lack of details, what additional steps did you take?
Amy: I checked with additional team members for review and our Deposit Operations team to take another look at the check and to see if they had the same concerns I did. While we all talked through it, there were elements that didn’t appear consistent with the customers explanation, where it came from, the business it was from, the amount – none of it was making sense for car repairs. We all came to the same conclusion; our review showed a high likelihood that the customer was facing a scam.
Once you had that conclusion, what happened when you followed up with the customer?
Amy: When I returned to the customer to express our concerns, she indicated that she needed the money within a certain amount of time and was questioning what was taking so long. At this point, I had to have a hard conversation with her: we feared that this was a scam.
What was the overall outcome?
Amy: By proactively communicating concerns, getting our additional associates involved, and taking appropriate steps, we were able to help prevent the customer from experiencing a financial loss and increase her education as to what to look for in the future to protect herself. While these conversations can sometimes be a little difficult on both sides, seeing the money saved at the end is worth it and helps you breathe that sigh of relief.
What Customers Should Remember
- Slow down. If you’re asked to move money quickly, pause before acting. Scammers rely on urgency.
- Ask questions. If something doesn’t make sense, it’s okay to stop and ask your banker for help.
- Be cautious with unexpected money. Checks or deposits you weren’t expecting – especially large ones – deserve a closer look.
- Does this make sense? Pause, reflect, and ask yourself if the situation present makes sense. If you cannot for certain say “yes”, ask someone you trust to look into it with you.
- Never keep financial secrets. If someone tells you not to talk to your bank, that’s a red flag.
- Trust your instincts. If something feels off, it probably is.
- We’re here to help. Your banker is a partner in protecting your money – asking questions can prevent a costly mistake.