Scammers Are Hitting Customers Hard

Scammers are targeting financial institution (FI) customers in the US with various tactics, including fake job offers, phishing emails/texts, and impersonating FI representatives to steal personal information or gain access to accounts. In 2024, the FTC received 845,806 reports of impersonation scams, with losses totaling $2.9 Billion(FTC, Page5). Phone (61%) and Text/SMS messages (58%) were the most common scam media. Followed by Email (40%) and instant messaging apps (39%)(GASA, Page12).

Scammers don’t just take money—they rob your credibility and customer trust. For victims, it's devastating: savings wiped out. Identities stolen. Stress and fear that never fully go away. The deeper issue? When trust fades, customer ignore all calls—even legitimate ones. Picture managing a financial institution where no one answers, even for critical updates like fraud alerts or loan offers. That’s the true cost of fraud: disrupted engagement and a fractured customer base.

Scammers spoof your numbers, phishing texts trick seniors into sharing details, and fake job scams drain accounts before you can act. It’s not just money at stake—it’s your reputation, compliance risks, and customer churn. Reacting isn’t enough; the fraud keeps evolving. Sharing key pain points and challenges for financial institutions:

1. Low Call Answer Rates : 80% avoid unknown numbers due to spam/scam fears(PEW), which hampers outreach and engagement.

2. Trust & Reputation Damage: Each scam linked to a spoofed FI number tarnishes its credibility. Customers blame the institution for “allowing” fraud, amplifying churn and negative sentiment.

3. Phishing via Spoofed Communications: Scammers use spoofed calls/texts to impersonate FI reps, tricking customers (especially seniors) & other FI employees into sharing PII, OTPs, or account details, leading to Account Takeover fraud & other financial losses.

4. High Cost of Fraud: 20% of banking customers consider leaving after a fraud incident. Direct losses from drained accounts, plus indirect costs (e.g., reimbursements, disputes), hit profitability.

5. Operational Inefficiency: Reactive fraud response (e.g., call center escalations, account freezes) strains resources, diverting staff from growth initiatives to damage control.

6. Regulatory Compliance Risks: Failures to protect customers violate regulations like GLBA, CCPA, or FTC Safeguards Rule, incurring fines and legal scrutiny.

7. Evolving Threat Landscape: Scams evolve faster than defenses—AI deepfakes, SIM swapping, and vishing outpace traditional tools like carrier ID, leaving FI exposed.

8. Branded Calling’s Partial Protection: Current Branded calling solutions with app (e.g. Truecaller, Whoscall) and Non-app (e.g., First Orion, TransUnion) only authenticate business numbers, which scammers instantly spoof. Non-app solutions depends on carrier adoption, plus mobile hardware and OS compatibility, leaving coverage gaps. While business logo signal trust, legacy CNAM and fragmented caller ID tech(STIR/SHAKEN) fail to deliver end-to-end identity security. Your customer remain exposed, unable to separate genuine calls from fraud, undermining engagement and amplifying vulnerability.

iDProof stops impersonation scams at the source with real-time caller verification. No more spoofed numbers or guesswork—customers see a verified digital badge (name, photo, purpose & more..) before answering. It’s seamless, proactive fraud protection that boosts answer rates, shields sensitive data, and keeps FI's reputation intact.

Your Edge Against Impersonation Scams

Why trust iDProof to protect your customers? Here’s what sets us apart:

1. Stop Imposters, Restore Trust in Calls: Only FI-authorized reps reaching customers, leaving no room for impostors to misrepresent FI.

2. Customer Stay Safe: Savings protected, identities secured, stress and fear replaced with peace of mind.

3. Boost Call Answer Rates & Engagement: Customers are ignoring calls due to scam fear. Eliminate the "unknown caller" hesitation and connect with customers confidently. Verified calls build confidence, leading to more productive conversations and improved customer satisfaction.

4. Boost Revenue: Higher answer rates unlock more upsells and renewals. When customers trust and answer, bank keeps deposits and grows accounts.

5. Reduce Cost of Fraud: Lower your Fraud Reimbursement Costs, Operational Cost of Fraud Investigations & Impact of Deposit Losses.

6. Reduce Cost of Customer Attrition: Unsupported scam victims often abandon their financial institution, hurting both reputation and Customer Lifetime Value. One bad experience can lose a valuable, long-term customer.

7. Strengthen Trust & Reputation: When customers see verified calls, confidence soars. Fewer scam incidents mean less blame on financial institution, preserving its standing as a trusted financial institution.

8. AI Edge: As AI powered voice agents take over calls, iDProof ensures verified identities, preventing scams at scale.

9. Enhance Compliance: Strengthen your compliance posture with secure, documented verification. Meets rising fraud regulations, saving you fines and headaches.

10. Seamless Integration: iDProof API integrates effortlessly with your existing platform and workflows.

Common Concerns?

• "We already have fraud tools." Most tools react after scams hit—iDProof prevents them upfront, complementing your stack.

• "How's this different?" Branded calling solutions from Truecaller and Hiya only authenticate business numbers—scammers spoof these instantly, still exposing your customers to scam. Also, their phone carrier reliance limits coverage; only universal U.S. carrier adoption ensures full reach. iDProof verifies the caller’s identity, not just the number, delivering absolute protection for all current and prospective customers. For more insight, refer Truecaller vs iDProof

• "Sounds complicated." It's plug-and-play—API integrates seamlessly with your systems, no overhaul needed.

iDProof isn’t just another layer; it’s your proactive shield against impersonation scams.