An urgent instruction to a new destination
A representative receives a message that appears to come from a client and requests a large redemption to a new bank account. The message emphasizes urgency and asks that no phone call be made because the client is travelling. It uses the client’s name and refers to a recent account discussion, but the destination has not been used before. A relative then calls and asks for the transaction status without established authority. The representative has access to the firm’s secure verification, privacy and suspicious-activity procedures. No payment has yet been sent, and the available records preserve the original requests. A previously verified contact method is available in the existing account records.
1. What should happen before acting or disclosing details?
Read the worked answer
Independently verify genuine instructions and payment authority through the approved process, rather than rely on the suspicious channel’s own assurance. The relative’s relationship does not establish transaction or disclosure authority.
2. What should the record and escalation preserve?
Read the worked answer
Document the actual request, warning signs and verification steps, keeping evidence intact and using the applicable supervisory or fraud-response route. Urgency should not justify altered records, an invented authorization or disclosure of protected information.