We don't have telephone trees or automated attendants.
We have people.
So when a senior homeowner requested a $10,000 draw on his loan and told us he'd won the Canadian lottery, a telephone tree would not have detected the red flag of fraud; but our Borrower Care Associate did. She then drew on her special training, gained the customer's confidence and uncovered a scam.
In doing so, she protected the borrower's assets, as well as our client's reputation. Lottery "officials" had instructed the homeowner to send them $10,000; then, they would send him the winnings. "Isn't that great?" the man had asked. It wasn't, of course, because it was just another scam targeting seniors.
What was great was the financial disaster averted because people -- people skilled in the principles of borrower protection -- answer our phones.