Fraud and scam recognition for customer-facing staff
A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 10 details that are specific to your organisation.
- Length
- 35 min
- Lessons
- 6 lessons
- Frequency
- At onboarding for customer-facing roles
- Last reviewed
- 21 Oct 2026
A customer says "it is my money, just send it"
Try it: this is one of 20 interactive activities in the course.
What's included
Three pieces that work together
Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.
Self-paced course
Short lessons with real workplace scenarios, not walls of text.
- 6 lessons, about 35 minutes
- Scenario, flashcards, accordion, tabs and quizzes
Live session deck
An AhaSlides presentation to run after the course, in person or online.
- 10 slides
- Quiz, word cloud, poll, scale slides
- A closing slide for your contacts
Two surveys
Find out what landed, and whether people use it on the job.
- Post-course feedback, about 2 minutes
- 30-day check-in
- Anonymous by default
- Results feed your next refresher
Learning objectives
At the end of this course, learners can
Each objective and the lesson that covers it.
| ID | Objective | Source | Where it's covered |
|---|---|---|---|
| TO 165.0 | Achieve ≥ 80% on the final assessment | none | Whole course |
| SO 165.1 | Recognise common fraud and scam types and how they reach a customer + your info | Best practice | Whole course |
| SO 165.2 | Spot red flags for authorised-payment scams and account takeover in a customer interaction | Best practice | Whole course |
| SO 165.3 | Ask supportive questions of a customer who may be a victim and explain the risk in plain words + your info | Best practice | Whole course |
| SO 165.4 | Escalate and report suspected fraud, and preserve evidence, through the correct route + your info | Example: fraud-reporting duties in the customer's market | Whole course |
| SO 165.5 | Recognise insurance fraud indicators at claims stage and refer them without accusation + your info | Best practice | Whole course |
Your part: what a template can't do for you
- Your workplace details: fill in the 10 highlighted fields so the course describes your own policies, contacts and locations.
- Records: record completion in your own LMS or record system.
Course outline
6 lessons, about 35 minutes
Minutes per lesson are an estimate, shared out by page count.
1Why scams reach the front line
3 pages
7 min
Why scams reach the front line
3 pages
2Scam and fraud types
3 pages
6 min
Scam and fraud types
3 pages
3Red flags and supportive questions
3 pages
6 min
Red flags and supportive questions
3 pages
4Grey areas: when to challenge a payment
3 pages
6 min
Grey areas: when to challenge a payment
3 pages
5Escalate, report and apply
3 pages
6 min
Escalate, report and apply
3 pages
6Final assessment
2 pages
4 min
Final assessment
2 pages
Live deck and surveys
10 slides to run live, two surveys to close the loop
Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.
Post-course feedback: 11 questions, about 2 min
- Overall rating 5 stars
- Relevant, realistic, right length, helpful activities agree/disagree grid
- What was most useful? multi-select
- Confidence before this course, and now 1-5 scale
- How confident are you asking supportive questions of a possible victim? 1-5 scale
- Which change have you tried in your work? multiple choice
- What barrier have you met in trying it? short text
- I can challenge a customer or colleague about a payment without fear of blame. 1-5 scale
- One thing we should change or add open text
- Would you recommend this course? NPS
30-day check-in
- Have you used what you learned since the course? multiple choice
- How confident are you today? Compare with day 1 1-5 scale
- Do you know where to find the fraud escalation procedure? yes / no / not sure
- A moment where the training helped, or where you weren't sure open text
- Which topics should the next refresher focus on? ranking
Results show whether people use the training on the job, not just whether they finished it.
Make it yours
10 fields to fill in, and you're ready
Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.
- Compliance contact
{{COMPLIANCE_CONTACT}} - Policy link
{{POLICY_LINK}} - Speak up route
{{SPEAK_UP_ROUTE}} - Jurisdiction and regulator
{{JURISDICTION_AND_REGULATOR}} - LMS or record system
{{LMS_OR_RECORD_SYSTEM}} - Fraud escalation route
{{FRAUD_ESCALATION_ROUTE}}
Show all 10 fields
- Survey 1 URL
{{SURVEY_1_URL}} - Survey 2 URL
{{SURVEY_2_URL}} - Course URL
{{COURSE_URL}} - Live session URL
{{LIVE_SESSION_URL}}
FAQ
Common questions
Can I run fraud and scam recognition for customer-facing staff training online?
The course itself is self-paced and online, and the live deck lets you add a live session. Whether online delivery meets your local rules depends on the law that applies to you, so check the rules that apply to you or ask your own counsel.
How often is this training needed?
At onboarding for customer-facing roles, and every six months or after a new scam trend.
Who needs this training?
Branch and call-centre staff, payments operations and claims handlers; run by the learning or compliance owner.
What records should I keep?
Record completion in your own LMS or record system, so you can show who finished the course and when. Check the retention period that applies to you in the rules that apply to you.
Can I edit the content?
Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply. Keep anything your own law requires you to cover.
Related templates
Often taught together
Ready to run it?
Open the live deck to see how the session runs alongside the course and both surveys.