In the world of cybersecurity and financial fraud, it’s not just about preventing cybercriminals from executing their schemes—it’s also about helping those who have fallen victim to scams. Meet Tiffany Paulsen, a dedicated fraud specialist at a large US credit union. With a unique approach that combines empathy and facts, she assists scam victims in untangling the emotional manipulation they’ve experienced. In this blog, we dive into Tiffany’s remarkable methods and how she helps victims recover from a scam.
Understanding the Victim’s Perspective
Unlike traditional fraud investigators who may resort to a blunt “you’re being scammed” approach, Tiffany believes in first understanding the victim’s perspective. By approaching victims with empathy, she creates a safe space for them to share their side of the story without fear of judgment. This method allows her to delve into the emotional journey the victims have undergone, making them feel heard and supported.
Balancing Empathy and Facts
Tiffany’s expertise lies in finding the delicate balance between empathy and facts. Instead of merely stating that they are victims of a scam, she employs a gentle approach to help them realize what has happened. By presenting them with evidence and facts, she gradually guides them towards the realization that they have been manipulated by cybercriminals. This careful navigation prevents victims from feeling overwhelmed or cornered during the conversation.
A Memorable Case: Overcoming Denial
In one memorable case, Tiffany encountered a victim deeply entangled in a cybercriminal’s web of deception. The victim was unwilling to accept the reality of the situation, which presented a significant challenge. However, Tiffany remained steadfast in her approach. Without forcing the victim to acknowledge the truth, she took necessary steps to protect them.
Tiffany decided to freeze the victim’s account to prevent further transfers to the scammer. Initially, the victim resisted the action, but after a period of reflection and further interactions with Tiffany, they eventually broke down and admitted to being coerced into transferring the money.
The Power of Empathy-Infused Investigation
Tiffany’s method of empathy-infused investigation is a shining example of how fraud teams at financial institutions can better care for their customers. By prioritizing the victim’s emotional well-being and respecting their feelings, she creates an environment of trust. This trust allows her to gently guide victims toward understanding the truth, helping them recover both emotionally and financially from the scam.
Conclusion
In a world where cybercriminals prey on innocent victims, having a fraud specialist like Tiffany Paulsen is a true asset. Her compassionate and methodical approach to helping scam victims regain control of their lives sets a remarkable example for other fraud teams in the industry. By embracing empathy and facts, financial institutions can better support and protect their customers in the face of cybercrime. Let’s learn from Tiffany’s exceptional approach and strive to create a safer digital environment for all.
