Protecting Vulnerable Customers Against Financial and Cyber Fraud

Financial fraud increasingly affects vulnerable individuals. Young people, seniors, and customers with lower digital skills remain prime targets for fraudsters. Despite awareness efforts, the complexity of fraud is growing faster than the knowledge of both clients and professionals.

According to Isabelle Marchand, Director Communication & Public Affairs and spokesperson for Febelfin, this reality calls for well-trained employees on the front lines—professionals who can quickly recognize fraud, respond correctly, and, most importantly, build trust with vulnerable customers.

Fraud affects people, not just accounts

Fraud causes more than financial loss. Victims often experience fear, shame, or a sense of losing control. Even customers who haven’t yet been victimized may hesitate to take digital steps.

Employees in the financial sector play a crucial role here. By communicating clearly, applying simple rules, and guiding clients step by step, they strengthen trust. Examples of key messages include: “Your bank will never ask for your codes via email, SMS, or phone” and “Bank employees never come to your home to collect cards.”

Cyber fraud is evolving at high speed

Fraud techniques are becoming increasingly sophisticated and aggressive. Febelfin is seeing growth in particular trends:

• Telephone fraud where criminals impersonate a bank or the police
• Home visits to collect cards, mainly targeting seniors
• Fraudulent job offers on social media, targeting young people

In 2024, €49 million was still stolen via phishing, despite advanced detection systems by banks. Quickly recognizing signs and responding correctly remains essential.

Why targeted training is indispensable

Employees interact with customers daily. Training provides guidance and confidence to act correctly, even in stressful situations. Focused training ensures:

• Faster fraud detection using concrete examples
• A clear action plan in case of suspicious activity
• Consistent, understandable communication that reassures clients

The faster and more consistently employees act, the greater the chance of limiting damage and maintaining trust.

Two new courses, one clear goal

In March, we are launching two new courses designed to strengthen professionals in their role with vulnerable customers:

Financial Fraud with Vulnerable Customers (dutch or french)

Recognize, prevent, and respond correctly during customer interactions
Learn how to detect suspicious signals, communicate with empathy, and guide clients appropriately, even in emotionally challenging situations.

Phishing, Smishing & Vishing (dutch or french)

Recognize and prevent cyber fraud in the financial sector
Discover the latest fraud schemes, understand how they work, and learn how to proactively inform and protect your clients.

According to Febelfin, these courses equip professionals with all the necessary tools to better support vulnerable customers, detect risks faster, and actively contribute to prevention.

Building a resilient financial sector together

In the long term, these courses strengthen not only employees but the entire ecosystem. Customers feel more protected, victims receive more empathetic support, and trust in the financial system grows.

Together, we are building a resilient, future-focused financial sector, where knowledge, empathy, and action go hand in hand.

Discover the courses and prepare for the challenges of today and tomorrow: