Can your tellers spot potential scam victims?

Bank Tellers. Our Last Line of Defense against Financial Scams

Every day, thousands of older adults are manipulated into withdrawing their life savings. Scammers impersonate government agencies, utility companies and financial institutions—often using advanced technology and AI to create fear, urgency and confusion. In many cases, the teller is the last person who can interrupt the bank transaction and prevent a devastating financial loss for the customer.

ScamSafe Teller Tactics™ trains tellers and platform personnel to recognize the warning signs that a customer is being coerced by a scammer. Staff learn how to communicate discreetly, assess the situation and safely help without increasing the customer's risk. A timely intervention may not only protect the customer's savings—it can also preserve information that can help law enforcement identify and apprehend the scammer.

A customer at the window may not tell you the whole story

The teller may be the last person who can interrupt a scam before the customer loses their money.

ScamSafe Teller Tactics™ trains frontline personnel to recognize potential scam victims and what to do next.

  • Recognize behavioral red flags
    Identify unusual behavior, scripted responses, anxiety, secrecy, urgency and other indicators of scam risk.
  • Ask better questions
    Use tactful, non-confrontational questions that uncover what is really happening without embarrassing the customer.
  • Detect possible coercion
    Understand that a victim may be coached, threatened, instructed on the phone, or acting under duress.
  • Slow down the transaction
    Learn techniques to create time to evaluate the situation and involve the appropriate personnel.

What would your teller do?

Older customer at a teller window looking at a phone

An older woman requests an unusually large cash withdrawal.

She explains that the money is needed to pay the Social Security Administration. During the conversation, she repeatedly looks at her cellphone and appears anxious. When asked about the caller, she becomes uncomfortable and says the caller told her, "Not to discuss this with anyone at the bank."

What happens next?

Not every large cash withdrawal is a sign that a customer is being scammed. Potential victims may, however, appear unusually anxious or impatient, repeatedly check their smartphones or seem to be following someone else's instructions. With the proper training, frontline bank personnel can recognize these warning signs, communicate discreetly and become a powerful line of defense against the growing number of financial scams targeting older adults.

Learn with scam simulation training.

Live simulations have long helped military personnel, law enforcement and first responders prepare for high-pressure situations. ScamSafe Teller Tactics™ brings this proven approach to frontline banking staff.

Through realistic scenarios, tellers learn to recognize customers who may be monitored, coached or coerced by scammers—and how to intervene safely before the money leaves the bank.

ScamSafe Teller Tactics

Interested in bringing ScamSafe Teller Tactics™ to your institution? Contact TSS Foundation to schedule training or request more information.