Second Strike Guard
Scam victims get a human that day, and a shield against the second scam.
The job
Treats every scam victim as a person to care for: a same-day callback from a person, a visible clock for the refund or dispute decision, protection from recovery scams that target victims again, and a regulator report built from the same records.
The moment
Three weeks after losing $30,000 to a scam, a customer writes in the bank's app: "A recovery company says they can get it back if I pay $3,000 first."
On the team's scam radar, the message shows up as an attack on this customer's protection.
Within a minute, the specialist who helped the customer before calls: "That's the same gang. Please don't pay."
The card for the quarter shows 64 recovery-scam attempts on the bank's scam victims, and no second losses.
What it does
- Open a care case and add to the watchlist
- Same-day callback
- Reimburse or open a dispute
- Page the specialist on a recovery-scam attempt
- Assemble the regulator pack
What you see
A scam radar where recovery attempts bounce off victims' shields, above a victim-care case board, a clock league and a monthly regulator pack
What it moves
Second losses among watched victims, in number and dollars, aiming for 0, the share called back the same day, and the share of refund or dispute decisions made within the regulator's time limit.
Built for
- Risk & fraud
- Compliance, complaints & legal
