The fight against fraud combines technology and human effort

In a world where scammers are getting increasingly active and sophisticated, Sam Groom found himself on the front line and loving it.

The Bank of us Senior Operations Support Officer has worked in the field for seven years with a specific interest in keeping customers and their funds free of fraud.

According to the ACCC, in 2023 Australians made 600,000 complaints about scams, a new high-water mark.

Sam, who has experience in both customer service roles and banking, lights up when he talks about reuniting people with funds they thought they had lost.

“There are two sides to it,” Sam says. “One is to help people be aware and have systems in place so we are alert when something might be fraudulent.

“The other is how we respond when it becomes apparent a scam has occurred and how we support people through that.”

According to the ACCC, older Australians are most vulnerable and scammers are increasingly using social media as a platform for their operations.

The experience at Bank of us accords with the national data, according to Sam, with common scams including investment, romance and bogus second-hand purchases on social media.

“There are red flags everywhere,” he said. “And they are getting increasingly sophisticated at what they do.

“Celebrity scams have become a real issue, especially on social media.

“We had to support a customer through a process who swore black and blue they were talking to Gina Rinehart.”

Sam said while that might sound far-fetched, scammers would spend considerable time and effort convincing people they were ‘legitimate’.

One category of scam – known as pig butchering - involved scam artists initially providing some form of benefit to their target, building their confidence. Then, when they put in big money, the trap springs shut.

Bank of us prides itself on its close relationship with personal banking customers and fraud was something front line staff were trained to be on the look-out.

Additional measures were in place, including software screening transactions. Anything that triggers the software is parked, subject to review by Sam and his colleagues.

What’s the best piece of advice Sam could give people in guarding against scammers?

“Stop. Slow down. It is never urgent,” he says. “Many scams rely on people being panicked or rushed.

“If someone says they are calling from your bank – hang up. And then call them back on the actual number.

“Seek advice and double check. Don’t take anything for granted.”

Read more about spotting scams and keeping your money secure on our Safe Banking page