North Shore Bank’s CrimeBusters for May 2023 are: Menasha assistant branch manager Deb Cumming, Southridge lead teller Kelly Doucette, deposit operations rep Debra Jones, checking services manager Erica Johnson, senior checking services rep Renee Machado, and Wauwatosa teller Ethan McWilliams.

Security Saves: This Month’s Highlights
A customer came into the branch wanting to withdrawal $18,000 in cash. When the teller asked what the funds were for, the customer stated that she was getting landscaping work done and the landscapers would only take cash. The teller felt uneasy about the transaction and was able to get the customer to sit down with the branch manager.

After a deeper conversation, the manager was able to uncover that the customer had received a call claiming that her grandson had been in an accident. The caller had told the customer she needed to send the cash to a lawyer to cover her grandson’s supposed legal fees. Together, the manager and customer called the grandson, who assured the customer he had not been in an accident and was safe at work.

Security says: The “grandparent scam” has been around for at least a decade and is still one of the top scams we see today. This scam targets seniors by making them believe that a family member — often one of their grandchildren — is in trouble. The caller typically sounds very distressed and scared, which is a tactic the fraudsters use both to disguise their voice and to put the victim into a state of panic. Posing as the grandchild, the caller tells the victim they have been injured or were involved in an accident and need money. They plead with the victim not to tell their parents or anyone else, because they don’t want to get in trouble. Wanting to help their loved one, of course, the victim sends money — delivery methods range from buying gift cards to sending cash through the mail. In extreme cases, the fraudster will actually come to the victim’s home to collect the cash or send someone else to pick it up the cash.

So what should you do if you believe a customer is the target of this scam? Here are some steps you should take and questions you can ask:

• Get the customer into an office if possible. This will give you more privacy to ask questions, and hopefully make the customer feel more at ease, so they’ll open up about what is really going on.
• Did the call come from a known number? That’s no guarantee the call was legitimate. Explain to the customer that spoofing technology allows fraudsters to make it appear they are calling from a legitimate number. Other questions to ask are: “Did it sound like your family member? Do they have a special nickname you use with them? And if so, did they use it?”
• Identify your concerns and specifically mention the grandparent scam. By talking to the customer about how this scam works, you can hopefully get them to take a step back and level with you.
• Offer to call the grandchild or another family member. Often, the customer can be very hesitant to do this, because they were told not to say anything. Assure the customer that no one will be getting into trouble, and that it will give them peace of mind when they find out their loved one is safe.

Here are some helpful links you can use as a resource when talking with your customer:

FTC: Don’t open your door to grandparent scams
AARP: Criminals target grandparents by posing as grandchildren
FTC: Scammers use fake emergencies to steal your money

As always, trust your instincts! If something feels off, contact Security immediately for guidance on how to proceed.

Started by former security officer Peggy Theisen in 2013, the CrimeBuster Awards recognize bank employees who identify security risks and take action to protect North Shore Bank and our customers.