SPOTLIGHT These days, it seems as if the
wrong kind of eyes are capturing too many customers’ banking information using skimmers.
2. Take a picture of the front of the ATM exterior.
It’s a great idea to have a colored 8-by-10-inch snapshot in a folder containing the ATM check log. Employees should know what they are looking at on an ATM, and be able to quickly notice when something appears visually different. It’s also a good idea to check the exterior of an ATM at least twice a day and on weekends, if possible.
3. Install external cameras. Financial institutions should make sure there is a camera
on or in the ATM to record all activity. An official visual log is a valuable tool to have in case a threat arises. Te quality of that picture allows law enforcement to share the identity of a criminal, see a pattern or direction of travel, and ultimately, catch the people who are doing this.
4. Educate your customers. Te people who visit your ATM are your best tool to fight
skimmers. Frequent reminders to wiggle the card slot, inspect the keypad, and generally look for something out of place can be a great way to condition your customers. Bottom line, if they see something out of place, they should say something to an employee of the bank. And, skimmer or no skimmer, consumers need to learn new habits like covering the keypad with their hand while entering a PIN. It’s another simple way to block a fraudster’s access to your customer’s information.
5. Be vigilant with suspicious activity at ATM sites.
Your institution’s employees have to change their habits, as well. It’s important to take notice if an individual lingers over an ATM. If someone is loitering outside the building or sitting in a vehicle near an ATM, it should raise a red flag with your staff. Finally, this kind of crime is being reported all over the coun-
try. If you find a skimmer on your machine, you have to engage local law enforcement. Tat skimmer is a piece of evidence. Leave it alone or handle it carefully. Police recently told us of a case where DNA evidence helped
them identify the person who put the skimmer on the machine. Tat’s why it’s important to engage quickly with local law enforce- ment and get the word out to customers before someone else tells them they’ve been compromised. Your institution’s reputation will take a big hit if you aren’t as transparent as you can be. Engagement, education and constant observation are all a
good start to stopping this kind of fraud from costing you and your customers.
Tim Burns
MIB’s sales department is on the front lines of customer service. Relationship man- agers, like Tim Burns, are responsible for developing new relationships within a specific area, while maintain- ing and expanding existing bank relationships. Our sales department maintains ex- tensive contact with custom- ers, analyzing and resolving problems. They are often the face of MIB, represent- ing us at conventions and trade shows throughout the Midwest.
In 2016, Tim Burns was just shy of 300 visits with customers and prospects, with a total of 299 visits in Nebraska and South Dakota. Working hard to maintain and foster new relationships, this year he’s already made 97 bank visits.
SVP/Relationship Manager, Nebraska
14 years with MIB Favorite thing about the job: Helping bankers with their banking needs
Immediate goals: To have 100 percent retention of my MIB customers and continue to grow my customer base each year
Go-to activity or hobby: Going to our lake house or golfing
Most likely to be in your Amazon cart: Golf products
One thing people may find surprising: I like to take long walks.
MIB Community BANKING 15
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