The other pro-tip for navigating call trees at financial institutions: call their private bank or other elite service line and say “Hey I was just talking to the Fraud Department but got disconnected; can you transfer me? James Smith was his desk name.”
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A “desk name” is a pseudonym which is sometimes per-employee, sometimes per-interaction, and sometimes shared (hence the name). For fairly understandable reasons, customer-facing folks who deal with criminals in the ordinary course of business often don’t work under real names.
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A subtext to this conversation which is totally intentional: when you demonstrate that you are extremely sophisticated about things like this you say to front end reps “I’m either in the finance industry or a fraudster so either way you DO NOT want to take this call.”
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In other news: you’d be surprised how much mileage I got out of paying for college by working in a call center.
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Today I learned about “desk names"
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Good tips. Most of us don’t realize that the caller id displayed is programmatic and does not reflect the actual calling party
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In the uk legislation is being introduced so that you can only display if you own the number. Hopefully should cut down some of this stuff
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If/when a customer proposes to do this, I get all excited because it shows not all users are lost and gives me great hope in humanity. It’s the opposite of inconvinience.
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I’ve dealt with surprisingly unsophisticated Canadian banks. Steve from fraud leaves a voicemail with an unknown number, I call number on card “no idea who called”… it was a real call, they just didn’t have a way to tag my account for non-fraud reps.
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That happens to me fairly frequently. Good news bad news: any important call will happen again.
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