Fighting external fraud has become like whack-a-mole; with the online channel increasingly secure, organized crime has taken to exploiting the weaknesses in the call center as they evolve their multi-channel business model. The mallet that accompanies the carnival game might be easier to wield, but the biggest banks are looking at PINs, voice biometrics, automated KBA, and enterprise fraud detection to combat shape-shifting fraudsters.

"Call center authentication is the biggest pain point to me right now," says Stan Swalbenest, remote channel risk director in consumer risk management at JPMorgan Chase. "When I look at my portfolio, the biggest risks I see are social engineering-through the call center, through the branch."

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