Pindrop Webinar - Is Your Financial Contact Center Actually a Fraud Tool? Regulatory Guidance Can Help


Is Your Financial Contact Center Actually a Fraud Tool?

Regulatory Guidance Can Help.

Are you prepared for your next authentication audit? Financial institutions face significant requirements under the Gramm-Leach-Bliley Act (GLBA), including an obligation to respect privacy and protect their consumers’ sensitive personal information against unauthorized access. The guidelines align closely with data security requirements imposed by the Federal Deposit Insurance Corporation (FDIC), enforced by auditors trained via the Federal Financial Institutions Examination Council's (FFIEC) standards and examinations.

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Regulatory Guidance Can Help Financial Contact Centers

The FFIEC recommends the analysis of a caller’s device, behaviors, and other advanced multi-factor authentication methods in the latest Guidance. Many of our customers are leveraging Pindrop solutions today to help solve for these and other fraud monitoring and response controls. 

In this webinar we walk through just how specialized technology solutions can help you with more enjoyable audits (oxymoron? Maybe so, but hear us out). We will dive into the following topics:

  • The true vulnerabilities of the contact center
  • Changes to audit guidelines specific to those vulnerabilities
  • How to utilize anti-fraud and authentication tools to bolster your contact center and get ahead of audits



Nicole Culver

Consultant, Total Economic Impact, Forrester™

Nicole Culver is a product marketing leader with over a decade of marketing experience in industries ranging from transportation to cybersecurity. Having been part of companies at all stages, Nicole is extremely familiar with the unique challenges faced by high-growth organizations and B2B products. As Director of Product Marketing at Pindrop®, Nicole is deep into the landscape of voice fraud, omnichannel voice authentication, and improving the future of identity in communications.

Brian St. John

Director of Fraud Business Intelligence, Pindrop

Brian St. John leads the Global Fraud & Authentication Consulting Practice for Pindrop as Senior Director. Brian’s team of Consultants find approaches and blaze new paths to achieve maximum benefit of Pindrop’s products and services solutions. 

Brian’s career has spanned many leadership roles at both Bank of America and American Express. His experience includes credit card, deposit, retail, online and call center environments regarding anti-fraud and authentication best practices. Starting in 2017, Brian brought all of that experience to bear at Pindrop and is helping each of Pindrop’s clients counter fraud and remove friction from the call center experience.

Brian holds a bachelor’s degree in Criminal Justice and an MBA, both from Northern Arizona University. Brian proudly supports the ACFE community and holds Certified Fraud Examiner (CFE) credential.  His passions include mentoring new industry professionals, building a sustainable and diverse Consultant culture for Pindrop, exploring new tools that may aid in stopping fraud, and running Dungeon & Dragon campaigns.