#WECARE Bank of the West Employees assist customers to avoid financial loss

 

Several examples of where branches assisted our customers to protect their funds

Fraudsters often request wires as form of payment:

Six figure wire request
A customer wanted to send a large wire to a savings account at another financial institution. Our banker noticed the account had recent large incoming wires. When questioned about the incoming funds, the individual became nervous, shaky and avoided answering questions. The individual left the branch stating they would go to the other bank to initiate the transfer. Our banker discovered that the incoming funds were fraudulent. Had the funds left the bank, the customer would have been liable for the outgoing funds. Asking questions, knowing our customers, and reviewing unusual activity is one way we help to protect our customers.

Overseas Wire request
Our customer wanted to send a wire overseas. As this was out of character for the account, the banker asked about the transaction and learned the customer received a series of unusual phone calls allegedly from Amazon. After probing for additional information, it was determined this was a scam. We are proud of our team members who ask questions to protect our customers.

Another saved loss of several thousand dollars
A customer requested to send an international wire for overseas. When the customer was questioned about the purpose of the wire, she stated that it was to send money to an old friend that she owed money to. Our banker identified red flags on the account with a recent funds transfer, and no prior wire activity. While speaking with the customer, they discovered that the customer had fallen victim to a scam. As a result of the discovery, the wire transfer was declined. Asking questions to protect our customers is part of our jobs!

Wires aren't the only way fraudsters take advantage of customers – Forging checks still occurs:

Our Banker prevented a loss of just under $10,000
A non-customer had two checks he wanted to cash, stating he had sold a car to one of the branches' customers. Our banker immediately noticed the signatures were off and told the individual she needed to do further research. The individual stepped outside and within minutes someone contacted the branch pretending to be the account owner. The branch didn't fall for that; the checks were not cashed and it was later confirmed by the rightful owner the checks were fraudulent. Knowing our customers and asking questions is another way we provide excellent customer service.

Banker prevented a loss of $2,950
A customer presented a check to cash. Our banker noticed the check looked different and asked the customer where she received it. She stated she was selling her dog online and was sent the check for the purchase of the dog, but wasn't sure the check was legitimate, and she needed to return some funds as the check was for more than the agreed price. Our banker suspected fraud and asked if she still had her dog, along with other questions. Good news, the customer still had her dog; bad news, the customer was informed it was fraud. Someone purchasing a dog for a set price would not send "extra" funds. Great job for asking questions when something was 'off'.