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Credits

Sponsored by Lorman Education
Product ID: 406104EAU
 
Credit & Course Provided by:

Customer Service Fraud Detection and Prevention

OnDemand Webinar (59 minutes)

Gain an understanding of the characteristics of customer service fraud in the workplace and what you can do to mitigate against it.The global pandemic changed the way we do business and interact with our customers in today's landscape. With more and more corporations either outsourcing their customer service function to a third party or moving the function altogether off-shore, the environment for fraud schemes is ever evolving. This topic will help the professionals responsible for corporate compliance have a better understanding of the common fraud schemes in the customer service space and provide insights into identifying common red flags.

Authors

Rudolph Escarne, PwC Marc E. Filer, PwC

Agenda

Background

• 2020 Economic Crime Survey Results

• Case Study: Dissecting a Recent Customer Service Fraud Incident

Control Environment

• Tone at the Top

• Fraud Risk Assessments

Risk Identifiers

• The Role of Compliance and Internal Audit

• Leveraging Data Analytics and Machine Learning

• Common Fraud Schemes