Customer Impersonation Fraud
Protecting customers from caller ID spoofing and security question harvesting
Scammers spoofed a financial institution's caller ID and called customers to harvest security question answers — then used that information to impersonate those customers at the bank's contact centre.
How the Attack Worked
Scammers had been targeting the customers of a financial institution. They would call customers while claiming to be representatives of the institution, even going so far as to spoof their caller ID to display the institution's name. Once they got a customer on the phone, they would ask questions to gather both personal information and answers to security questions. This information was then used to impersonate the customers at the bank's contact centre.
How OrgVerify Solved It
The financial institution wanted its customers to be able to trust the calls they received. They implemented OrgVerify to give their customers confidence that when the bank called, they could securely verify that it was, in fact, the institution contacting them. And when it wasn't, they would know and could hang up immediately, leaving the fraudsters empty-handed.
Results & Outcomes
Customers gained the confidence to immediately identify and hang up on fraudulent calls, leaving scammers empty-handed and unable to harvest security information.
Key Enterprise Benefits
Verification Methods
Supported Workflows
Outbound Call WorkflowsRelated Use Cases
Account Verification Calls
Fraudsters impersonated bank employees to trick customers into sharing login credentials or transferring money. Banks deployed OrgVerify for all outbound account verification calls.
Tax Authority Impersonation
Bad actors were impersonating the government tax authority to extract confidential tax return information from citizens, then using it to reroute refund cheques and cash them.
Patient Protection from Insurance Impersonation
Unethical insurance investigators impersonated healthcare providers to extract sensitive patient information over the phone, which was then used to deny legitimate insurance claims.
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