Global

Fraud and scam recognition for customer-facing staff

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 10 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
35 min
Lessons
6 lessons
Frequency
At onboarding for customer-facing roles
Last reviewed
21 Oct 2026
Grey areas: when to challenge a payment
What would you do?

A customer says "it is my money, just send it"

Try it: this is one of 20 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 35 minutes
  • Scenario, flashcards, accordion, tabs and quizzes

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Quiz, word cloud, poll, scale slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 165.0Achieve ≥ 80% on the final assessmentnoneWhole course
SO 165.1Recognise common fraud and scam types and how they reach a customer + your infoBest practiceWhole course
SO 165.2Spot red flags for authorised-payment scams and account takeover in a customer interactionBest practiceWhole course
SO 165.3Ask supportive questions of a customer who may be a victim and explain the risk in plain words + your infoBest practiceWhole course
SO 165.4Escalate and report suspected fraud, and preserve evidence, through the correct route + your infoExample: fraud-reporting duties in the customer's marketWhole course
SO 165.5Recognise insurance fraud indicators at claims stage and refer them without accusation + your infoBest practiceWhole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 10 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 35 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

Why scams reach the front line

3 pages

7 min
Before you beginNoteList
A branch counterTextImageChecklist
Scams use pressureKey factFlashcardsQuiz
2

Scam and fraud types

3 pages

6 min
Common typologiesAccordionNote
Match the scamMatching quiz
How scammers pressureFlashcards
3

Red flags and supportive questions

3 pages

6 min
Red flags at the counter and on the phoneTabsChecklist
What to ask and sayProcess
CheckSorting activityQuiz
4

Grey areas: when to challenge a payment

3 pages

6 min
ScenarioScenario
ScenarioScenario
Challenge or proceed?Matching quizSorting activityQuiz
5

Escalate, report and apply

3 pages

6 min
Who to tellProcessYour infoYour infoYour info
Evidence and recordsAccordionNote
Insurance fraud indicatorsTabsScenarioQuizButtonYour info
6

Final assessment

2 pages

4 min
PracticeQuiz
CompletionKey factListNoteButtonYour info

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "give people time to think" (speaker notes: template page URL)
Word cloudOne word for how a scam makes a customer feel
PollWhich scam have you seen most? (Investment · Impersonation · Romance · Payee-change)
ContentThe common typologies and four red flags
QuizA caller says they are the bank's fraud team. You…" (End the call, verify, report ✔ · Comply · Give details · Argue)
QuizA common feature of many scams is…" (Pressure and secrecy ✔ · A long chat · A branch visit · A small amount)
Content · customiseCustomise: our fraud escalation route and reporting template" with {{FRAUD_ESCALATION_ROUTE}}, {{POLICY_LINK}}, {{SPEAK_UP_ROUTE}}
ScaleHow confident are you challenging a payment?" 1 to 5
Open-ended / Q&AA scam situation I would like to talk through
Content · customiseClosing {{COMPLIANCE_CONTACT}}, {{SURVEY_2_URL}}, {{COURSE_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. How confident are you asking supportive questions of a possible victim? 1-5 scale
  6. Which change have you tried in your work? multiple choice
  7. What barrier have you met in trying it? short text
  8. I can challenge a customer or colleague about a payment without fear of blame. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the fraud escalation procedure? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

10 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • Compliance contact{{COMPLIANCE_CONTACT}}
  • Policy link{{POLICY_LINK}}
  • Speak up route{{SPEAK_UP_ROUTE}}
  • Jurisdiction and regulator{{JURISDICTION_AND_REGULATOR}}
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
  • Fraud escalation route{{FRAUD_ESCALATION_ROUTE}}
Show all 10 fields
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}
  • Course URL{{COURSE_URL}}
  • Live session URL{{LIVE_SESSION_URL}}

FAQ

Common questions

Can I run fraud and scam recognition for customer-facing staff training online?

The course itself is self-paced and online, and the live deck lets you add a live session. Whether online delivery meets your local rules depends on the law that applies to you, so check the rules that apply to you or ask your own counsel.

How often is this training needed?

At onboarding for customer-facing roles, and every six months or after a new scam trend.

Who needs this training?

Branch and call-centre staff, payments operations and claims handlers; run by the learning or compliance owner.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when. Check the retention period that applies to you in the rules that apply to you.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply. Keep anything your own law requires you to cover.

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Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck