In the TRB banking system, the bank fights fraud with two separate yet equally important groups: the frontline staff who knows their customers and the Fraud Prevention Department who investigates every fraud event. These are their stories.
Name: Greg Lick
Location: Austin
Code Name: Overwatch
Specialty: Looking out for customer
Case: Greg noticed a suspicious $120,181.45 wire transfer request from a customer who typically uses checks. He went to the customer’s business in person to verbally confirm if the wire was legitimate and to obtain a customer signature. Upon further investigation, he discovered the wire was fraudulent and stopped it before it went out.
Outcome: Greg saved his customer from a six figure loss.
Name: Avery Martin
Location: Harlingen
Code Name: Eagle Eye
Specialty: Pattern Recognition
Case: Avery became suspicious when a Hill Country customer called an RGV branch to request a wire transfer agreement. Noticing the account’s phone number had recently been changed, she called Kimberly Boren to verify the request. It turned out that another account under the same customer’s name had already been closed due to fraud.
Outcome: Fraudster was stopped in their tracks, and the customer’s money was protected.
Name: Ruth Addington
Location: Wimberley
Code Name: Not Today
Specialty: Keen Eye
Case: Ruth received a suspicious email from a customer asking for a $68,283.43 wire transfer. She didn’t act blindly but instead contacted the customer for confirmation, revealing it was a fraudulent request. Further investigation revealed the customer’s email had been hacked.
Outcome: Ruth saved the customer $68,283.43!
Name: Customer Care Team
Location: Throughout Texas
Code Name: Frontline Defense
Specialty: Spotting Fraud
Case: Every mobile deposit check goes through our Customer Care Team’s screening process. If a check is flagged as fraud, they hold it for questioning. The checks are either deemed fraudulent or released into the customer’s account.
Outcome: They catch at least 1 fraudulent check a week.
Name: Fraud Prevention Department
Location: McAllen
Code Names: Phishing Net, Dream Team, Eye in the Sky, The Watchers
Specialty: Protecting customers and catching fraudsters
Case: Whenever or wherever fraud is involved, our dedicated team of fraud stoppers are there on the scene. No case is too big or small. Every penny and every customer counts. Their number one priority is always safety.
Outcome: Using fraud prevention technology, they were a big part of helping TRB stop $6.8 million in fraud 2023.
Pictured from left to right: Esther Zamora, Esli Campos, Sintique Esquivel. Not pictured: Daniel Torres
Get Paid to Stop Fraud:
Catching fraud not only benefits our customers, but it can also benefit your paycheck. TRB has an employee incentive program that will pay you for being the frontline of defense against fraudulent checks. TRB will reward you if you stop a fraudulent check from being cashed.
Award amounts are as follows:
- Fraudulent check total up to $4,999.99: $50.00 TRB Gift Card
- Fraudulent check total $5,000.00: $75.00 TRB Gift Card
