Part 3 of the Fraud & Scams trackIn authoring · pre-pilot

Account Takeover & Identity Fraud: Reading the Tells and Making the Verify/Escalate Call

Detect account-takeover and synthetic/identity-fraud signals across device, behaviour and social-engineering channels, then make the right step-up-verify, hold or escalate call without blocking genuine customers.

Account takeover (ATO) and identity fraud are where a criminal becomes the customer — through a SIM-swap, a phished one-time passcode, a fabricated synthetic identity or a takeover of the digital banking session. This intermediate course, part 3 of the 'Fraud & Scams Track', builds on 'Card & Payment Fraud at the Front Line' and teaches you to read the tells across device, behaviour and social-engineering channels, then make the verify-versus-escalate call with confidence. You Engage with a live takeover in progress, Share the ATO and synthetic-identity playbook, Practice the step-up-verification decisions and the containment sequence, then Perform by writing your own intervention and passing a scored knowledge gate.

31 min·15 learning objects·intermediate·For: Branch and contact-centre staff, payment-operations teams, fraud analysts, customer-facing relationship managers

VideoQuestionShort answerFlash cardVideo quizOrderingAssessment quizForm

How the program runs — four phases.

Engage

Meet the threat. Watch a takeover unfold in real time — a customer who isn't the customer — and get an honest read on whether you'd catch it.

09:14 — the password reset that wasn'tVideo
How sure are you, honestly?Question
What did you notice?Short answer

Learn how takeover and identity fraud actually work — the channels, the synthetic-identity twist, and the signal categories — then lock them in on cards.

How a stranger becomes the customerVideo
The five routes in, on cardsFlash card
Four signal categories — and the reflexFlash card

Practice

Apply the framework with feedback: make the verify/escalate call on live takeover attempts, sequence the containment of a confirmed ATO, and write your step-up for a SIM-swap.

The flawless caller and the new deviceVideo quiz
The OTP the customer just read outVideo quiz
Containing a confirmed takeover, in orderOrdering
Step up the SIM-swap caller without freezing out the real customerShort answer
Recall under pressureFlash card

Perform

Prove it. Write the live intervention you'd actually deliver on a takeover call, then pass a scored post-test on the routes in, the signals and the verify/escalate boundary, and attest you're shift-ready.

The email change before the salary landsVideo
Your intervention, written outShort answer
Routes in, signals and the verify/escalate boundaryAssessment quiz
Shift-ready attestation & personal planForm

Start with

Card & Payment Fraud at the Front Line

Related in this track

Run this program on your team.

Book a demo and we'll run "Account Takeover & Identity Fraud: Reading the Tells and Making the Verify/Escalate Call" end to end on your people — the AI asks, your people think — or point the Forge at your own material instead (a pre-pilot capability preview).

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