Fraud is surging back in contact centers. In 2022 as the pandemic era government payouts dried up and economic uncertainty took hold, fraudsters started to return to their familiar hunting grounds; socially engineering contact center agents. Only this time they are armed with people’s personal data acquired from dark web data breaches and smishing attempts. As a result, the fraud call rate is up by 40% in 2022 and the trend is expected to continue in 2023.
Prior to working with Pindrop, Shawn was the Director of Global Fraud Operations at E*TRADE Clearing for 10 years and has more than 20 years of experience in the fields of financial services and retail operations, with the past 14 years dedicated to authentication, fraud and risk detection, prevention and mitigation at E*TRADE and Pindrop. Shawn has extensive experience related to the development, implementation and modeling of effective online, call center and transactional fraud applications and solutions. He is an active participant in the NCFTA, ACFE and RSA forums.