Part 1 of the Fraud & Scams track

Scam & APP-Fraud Defence: Spotting Authorised Push Payment Scams at the Front Line

Spot an APP scam in progress, intervene effectively with the customer, and apply the gross-negligence / reimbursement boundary correctly.

Front-line scam detection, made practical, in four phases. Under the mandatory-reimbursement regime, catching a coached customer mid-payment is a direct loss line. You Engage with a live safe-account call and rate your own readiness, Share the five typologies and the four tells that cut across them, Practice the intervention with in-context quizzes and ordering drills, then Perform — writing your own intervention and proving it on a scored post-test — across purchase, romance, investment, impersonation (safe-account) and invoice/CEO scams.

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

VideoQuestionFlash cardVideo quizOrderingShort answerAssessment quizForm

How the program runs — four phases.

Engage

Meet the loss line. Watch a live safe-account scam in progress and get an honest read on how ready you'd be to catch it.

11:42 — the safe-account callVideo
How sure are you, honestly?Question
What did you notice?Short answer

Learn the five typologies and the four tells that cut across all of them, then lock them in on cards.

Five scams, one feelingVideo
Five typologies, on cardsFlash card
The four tells — and the reflexFlash card

Practice

Apply the framework with feedback: make the call on live coached payments, sequence the safe-account intervention, and write your words for the crypto case.

The crypto 'bonus window'Video quiz
Margaret's call — the first moveVideo quiz
The safe-account intervention, in orderOrdering
Break the spell, keep the customerShort answer
Recall under pressureFlash card

Perform

Prove it. Write the live intervention you'd actually deliver, then pass a scored post-test on the typologies and the reimbursement boundary, and attest you're shift-ready.

The iPhone that has to be paid nowVideo
Your intervention, written outShort answer
Typologies, intervention and the reimbursement boundaryAssessment quiz
Shift-ready attestation & personal planForm

Related in this track

Run this program on your team.

Book a demo and we'll run "Scam & APP-Fraud Defence: Spotting Authorised Push Payment Scams at the Front Line" 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).

Book a demo Browse all programs →