Heiwote Tadesse

Fraud is on the rise, fueled by sophisticated tactics and tools like generative and voice AI, which make it easier for bad actors to deceive both institutions and their members. Protecting member data requires a proactive, multifaceted approach that combines cutting-edge technology, strong identity verification practices, and vigilant staff training. This panel brings together industry leaders to explore best practices for preventing and mitigating impersonation fraud, including: 

• Evaluating risks and leveraging new tools to detect and flag fraudulent activity 
• Strengthening identity verification protocols to ensure data security 
• Training frontline and back-office teams to recognize and respond to impersonation attempts 
• Staying ahead of evolving fraud trends to safeguard your institution and its members 

As your most expensive channel, and often the one cited as the most relationship-focused, banks must invest in their workforce and equip branch employees with the skills needed to deliver value.  This session will delve into the changing roles of traditional banking positions, the emergence of new roles driven by technology, and the essential skills required to thrive in the future of banking. Panelists will discuss the importance of upskilling and reskilling employees, fostering a culture of continuous learning, and leveraging advanced technologies to enhance productivity and customer experiences. Get insight into: 

• Universal teller models and why these may or may not serve your member needs 
• Soft skill development courses and techniques that help employees engage thoughtfully with members 
• Strategies to attract and retain top talent in a competitive market 
• Tools and technologies that can support employees in their evolving roles