Fraud Detection
Fraud Detection Training
Keyword Search Phrase SOP
Purpose of This SOP
This Standard Operating Procedure helps you detect potential fraudulent activities by identifying high-risk keywords and phrases within customer interactions.
🎯 Your Mission
Ensure timely escalation and appropriate actions when suspicious activity is detected through keyword monitoring.
What You'll Learn:
- ✓ 6 critical keyword categories
- ✓ How to search and flag suspicious calls
- ✓ Proper escalation procedures
- ✓ Documentation and reporting requirements
Sensitive Financial & Identity Information
Keywords to Monitor:
Why This Matters:
Requests for sensitive financial or identity information present a high fraud and data-privacy risk. These details can be used to:
- Facilitate unauthorized transactions
- Enable account takeovers
- Commit identity theft
Any occurrence requires immediate review to confirm adherence to security and data-handling policies.
Personal Contact Information Requests
Keywords to Monitor:
Why This Matters:
Requests for personal contact information or attempts to bypass official communication channels may indicate an effort to move the conversation off-record, which is often used in fraudulent activity.
Money Release / Fund Transfer Discussions
Keywords to Monitor:
Why This Matters:
Keywords related to urgent or unverified money transfers are a strong indicator of fraud. These phrases often suggest:
- Pressure to bypass normal procedures
- Rush financial transactions
- Circumvent verification processes
Out-of-Channel Communication
Keywords to Monitor:
Why This Matters:
Requests to communicate outside of official channels (e.g., WhatsApp, Telegram) may indicate an attempt to evade monitoring systems and commit fraud without a record.
Unusual Authentication or Verification Patterns
Keywords to Monitor:
Why This Matters:
Requests to bypass security, authentication, or verification procedures suggest fraudulent behavior, as they indicate an attempt to access information or conduct transactions without proper identification.
General Red Flag Language
Keywords to Monitor:
Why This Matters:
Requests for secrecy or confidentiality, especially when unrelated to business, can be indicative of attempts to conceal fraudulent actions or avoid accountability.
Keyword Search Process
Set Up Search Queries
For each category, create a search query in Nexidia Voice Analytics using the Add Phrase Function to cover multiple keywords.
Define Search Parameters
- Frequency: Flag calls that contain 2 or more keywords from any of the high-risk categories.
- Sample Calls: Review 5-10 calls per day with flagged keywords.
Flag Calls for Review
Once the search identifies relevant calls:
- Listen to the flagged calls
- Assess if they show indications of fraud based on context and urgency
- If fraud is suspected, escalate to the Program Director for further investigation
Monitoring, Reporting & Accountability
📊 Monitoring and Reporting
Escalation:
If fraud or suspicious activity is confirmed, escalate the case to the Program Director for further investigation.
Regular Reporting:
Maintain a log of flagged calls and actions taken. Report weekly on:
- Number of flagged calls
- The category of each flag
- The outcome of the investigation
🔄 Review and Adjustment
Adjust Search Criteria: Update keyword lists based on emerging fraud trends, adjusting search parameters as needed to reflect evolving risks.
📝 Accountability
Documentation: Ensure that all flagged calls and actions taken are documented for future reference and audit purposes.
Complete Your Training
🎉 You've Reached the End!
Congratulations! You've completed all 9 sections of the Fraud Detection SOP training.
What You've Learned:
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