Tap the knowledge of your front-line staff

 


When I decided to shift my career into a business-oriented field, I had no idea that fraud comes in so many shapes and sizes. However, I quickly came to the conclusion that if it doesn't look right, sound right or smell right, then I should question it. Here I was, completely new to handling front-line employee activities, and within a week I was questioning protocols.

I was beginning a new career path as a night receptionist at a car dealership. My co-workers, much more experienced than I, knew the customers and could normally tell me what was acceptable. But as I moved onward, and later upward, I realized that there was never any formal training on what was unacceptable — at least when it came to cash transactions. We often learned "on the fly," and much of the information seemed as though it was important enough to require a formal acknowledgement.

So, after telling you about my experience, I ask these questions. Do you put your "no-no" list in writing for front-line employees? Do you have formal training or discussion during meetings on topics such as how to identify a fraudulent credit card or restrictions on accepting checks? If not, why? Your front line is your first line of defense against fraudsters!



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