WTF Barclays bank working from home?
Discussion
It's quite rare I have to call my bank, if I do I consider it important.
I've just called them, the first person I couldn't understand, it sounded like they had a plastic bucket on their head.
They explained that they were working from home, I said I didn't want to give my security details or discuss it
with someone working from home especially as it sounded like they could be down the pub for all I know.
They said they would transfer me to an office, next handler, also working from home.
And the banks bang on about us keeping our details secure.
I've only had 2 bank frauds attempted on my account over the last 35 years, and one of those was an inside the bank
fraud. The opportunity for that has to increase now.
I've just called them, the first person I couldn't understand, it sounded like they had a plastic bucket on their head.
They explained that they were working from home, I said I didn't want to give my security details or discuss it
with someone working from home especially as it sounded like they could be down the pub for all I know.
They said they would transfer me to an office, next handler, also working from home.
And the banks bang on about us keeping our details secure.
I've only had 2 bank frauds attempted on my account over the last 35 years, and one of those was an inside the bank
fraud. The opportunity for that has to increase now.
I think you'll struggle if I'm honest, many high street banks branches in the pandemic were either closed or limited hours, a lot of the branch staff were moved to call centre roles and offered to WFH rather than pay them to sit in an empty branch, high street banking footfall/demand hasn't returned and many branches are closing as a consequence.
The calls get routed via their IVR to the call centre agent, they're using a Bank laptop, using an IP phone/headset on a secure connection just they're not within a bank office. Obviously the speed of their internet connection could be the issue but you're no less secure if they are at home. This will all be GDPR/PCI-DSS compliant and you will need to provide ID&V before you can even discuss any personal details.
Not to forget all calls are recorded.
If you're still not comfortable, you could always pop into a branch.
The calls get routed via their IVR to the call centre agent, they're using a Bank laptop, using an IP phone/headset on a secure connection just they're not within a bank office. Obviously the speed of their internet connection could be the issue but you're no less secure if they are at home. This will all be GDPR/PCI-DSS compliant and you will need to provide ID&V before you can even discuss any personal details.
Not to forget all calls are recorded.
If you're still not comfortable, you could always pop into a branch.
Edited by Freakuk on Thursday 8th September 13:49
Nothing to stop a bank worker WFH taking photos of customer information on a screen with a mobile phone / or capturing the phone call via a voice-recorder whilst you are on hands-free etc.
In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
3george said:
Nothing to stop a bank worker WFH taking photos of customer information on a screen with a mobile phone / or capturing the phone call via a voice-recorder whilst you are on hands-free etc.
In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
Aside from the sacking/conviction and knock on consequences of said sacking/conviction of course. In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
3george said:
Nothing to stop a bank worker WFH taking photos of customer information on a screen with a mobile phone / or capturing the phone call via a voice-recorder whilst you are on hands-free etc.
In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
For PCI-DSS compliance you'll find all PII information and account information will be masked on the screen, likewise when a caller is asked to enter their card number etc, the agent will not hear the DTMF tones, and again this is masked on the screen it is highly unlikely this would breach that compliance.In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
Dingu said:
3george said:
Nothing to stop a bank worker WFH taking photos of customer information on a screen with a mobile phone / or capturing the phone call via a voice-recorder whilst you are on hands-free etc.
In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
Aside from the sacking/conviction and knock on consequences of said sacking/conviction of course. In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
boyse7en said:
Dingu said:
3george said:
Nothing to stop a bank worker WFH taking photos of customer information on a screen with a mobile phone / or capturing the phone call via a voice-recorder whilst you are on hands-free etc.
In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
Aside from the sacking/conviction and knock on consequences of said sacking/conviction of course. In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
ZedLeg said:
boyse7en said:
Dingu said:
3george said:
Nothing to stop a bank worker WFH taking photos of customer information on a screen with a mobile phone / or capturing the phone call via a voice-recorder whilst you are on hands-free etc.
In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
Aside from the sacking/conviction and knock on consequences of said sacking/conviction of course. In an office this would be more closely controlled and mobile phones typically not permitted on a call centre floor.
StevieBee said:
I would like to think that the banks have introduced sufficiently robust security measures for staff WFH but it does raise a point that I don't think has been scrutinised as much as perhaps it should.
Banks tend not to get burgled much these days. Houses, though...?
Trust me, such things are scrutinised. Banks tend not to get burgled much these days. Houses, though...?
An employees laptop wouldn’t be much good on its own, and could be blocked from the network in minutes.
Assuming it had any useful access anyway even if by some miracle your burglar could get into it, as mentioned previously details that would be really useful for fraud are protected and not visible to employees.
Dingu said:
Exactly this. Committing fraud in that way would be a very very short lived and silly thing to do.
People do silly things for money.Many years ago i worked in a bank, and a teller stole cash from the drawer, over an extended period, even though it could easily be traced back to him.
Gassing Station | Business | Top of Page | What's New | My Stuff