October 8, 2024 • 22 mins
Unlock the secrets to protecting your finances from fraud with expert insights from Zane Dubois, Centric's Cards Manager. With over ten years of experience in the banking world, Zane joins us on the Live Better podcast to discuss practical strategies for securing your debit and credit cards. From the advantages of mobile wallets to the critical role of EMV chip technology, we guarantee you'll walk away with actionable tips to navigate our increasingly digital financial landscape safely.
Tune in as we share a personal story about an unexpected Amazon alert that highlights the importance of vigilance and quick action when fraud strikes. Learn how to recognize early warning signs, such as small test charges by scammers, and discover why keeping your contact information updated is crucial. We also shed light on avoiding impersonation scams and securing mobile wallets, ensuring you are armed with the knowledge to protect your financial well-being. Don't forget to subscribe for more episodes packed with valuable advice and follow us on our social media channels for ongoing updates.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Kelli Green (00:00):
Welcome back to an episode of the Live Better
podcast.
I'm your host and CentricSenior Vice President of
Marketing, Kelli Green.
I'm so excited that you're here.
In fact, every month, we post anew episode where I'm joined by
a guest to chat about financesand all things living better.
Subscribe today so that younever miss an episode.
Today we are joined by ZaneDubois, Cards Manager at
(00:22):
Centric.
We are here to discuss allthings fraud and keeping your
finances safe.
So, Zane, welcome to the LiveBetter Podcast.
It's a joy to have you here soglad.
Zane DuBois (00:35):
this is an honor to be here.
Oh, thank you.
Kelli Green (00:38):
So tell us a little bit about yourself.
Zane DuBois (00:40):
So I'm Zane Dubois.
I'm card services manager hereat Centric.
I've been with Centric a littleover a year now, kind of fully
involved now with Centric Kindof got the flow of things it's
actually my first rodeo into.
I've always been in banking,but with credit unions, oh yeah,
(01:06):
credit unions.
So this is my first foray intointo credit unions so I kind of
figuring out how that works.
But credit cards and debitcards they all kind of work
across all spectrums so that'sbeen kind of my world for about
10 years.
I've been in cards specificallyand dealing with different
things, maintenance-wise andfraud and kind of dealing with
(01:28):
all that.
Mainly fraud is where I kind ofgot into the foray of cards,
which is the biggest arena whenit comes to cards.
Kelli Green (01:35):
No kidding, it's so wild and it's growing and
growing.
And speaking of things that aregrowing, your family has
recently grown by one.
So tell us a little bit aboutyourself.
When you're not here managingthe cards and fraud, tell us a
little bit about what you do inyour personal life.
Zane DuBois (01:50):
So, yes, we've got a third one, our littlest bundle
of joy, Jordan.
We have our oldest girl,Juliana Jules, and then we have
a middle boy which is Jet.
We call him Jet and he's justour rough and tumble little boy.
So we love him.
(02:12):
And then Jordan hopefully willcome along and be our peaceful
one.
That's where we're hoping.
So caboose maybe Caboose, maybeIf my wife has anything to say
about it.
Kelli Green (02:23):
Oh, I love that.
Well, that's so wonderful.
And, Zane, like you mentionedbeing here for a few years but
being involved in banking forover 10 plus years you really
are an expert at managing allthings cards and it's a real
delight to have you.
You've really helped us so muchin streamlining things for a
better experience with cards forour members, so thank you for
(02:44):
your expertise in that.
So just kind of share with us alittle bit too.
As far as when you've seen,maybe debit and credit card
fraud, you know how prevalentreally is it today.
Zane DuBois (02:56):
It's still a problem today.
They really haven't let up withfraudsters.
You have different scams thatcome along, different things
come and go, different methodsare utilized, but by and large I
mean you have differenttechnologies that happen to come
along and fraudsters orscammers will kind of seize on
(03:19):
that particular opportunity.
Opportunity.
So, kind of like with mostthings, you can't ever get a
step ahead without trying to.
You're trying to service themember as best as you can with
new technologies andunfortunately the bad actors
will come along and try toexploit that new technology.
Kelli Green (03:37):
So if you could really tell our listeners to
some things to help, maybesafeguard, or things to be aware
of when they're using theircard.
Zane DuBois (03:46):
Absolutely the biggest thing is keeping hold of
your physical plastic, youractual physical card, keeping it
as protected as possible andthat means not giving it to
anybody, not sharing your numberwith anybody not being over
sharing with your number andgiving it to somebody, because
(04:08):
every time you give your card tosomebody that is kind of out
there in the world and that'sone less control aspect that you
have of that particular numberor swipe or plastic stuff like
that.
So that's kind of the numberone thing is like safeguarding
your actual piece of plastic.
Kelli Green (04:27):
So what are your thoughts on mobile wallets?
Do you feel like that's a more,maybe a safer, more secure way?
Zane DuBois (04:32):
of payment.
I do it actually kind ofpiggybacks off of the EMV
technology that came out a fewyears ago, so that kind of takes
that a much more secure becauseall of your digital wallets are
on your secure device.
So it's not actually in thecloud, especially with Apple and
(04:53):
Samsung and Google as well.
The actual number and theencryption is on the device, not
in the cloud, so it's notshared or hackable.
It's actually on the actualphone, gotcha.
Kelli Green (05:08):
So when you say the EMV just for our listeners,
you're really referring to thechip.
Correct so there is a specificencryption essentially with
every transaction, that when youupload your card to your mobile
wallet, you kind of have thatadditional safeguard too.
You have the card somewhatbecause you have the device.
Zane DuBois (05:27):
Right.
Kelli Green (05:27):
But I love that, and so a lot of people just
don't necessarily realize thatwhy that chip was really, you
know, as an addition to our cardyeah, that was the biggest leap
forward.
Zane DuBois (05:37):
Uh, and actually the us and studying it was kind
of late to the ball game on that.
Um, just because I think theconvenience factor and the
infrastructure that was alreadybuilt in the US was ginormous
when it comes to cards.
So all of those terminals hadto slowly be upgraded to allow
(06:00):
for that and take advantage ofthat network.
Whereas in Europe is a littlebit easier to kind of like throw
out there because it's not as abig of rollout.
It is a little bit easier tokind of like throw out there
because it's not as big of arollout.
But US had, you know,landscape-wise, had that huge
rollout, so the policies kind ofallowed for the slower
(06:23):
involvement of that.
But the EMV was the biggestleap in protecting the actual
cars.
Kelli Green (06:28):
That's so wild, you know, really thinking about
that, you know, and when youtalk about the digital wallet,
so maybe speak to our listenerstoo, as far as, yes, they have
the physical card, which, in ourcase, our members are awaiting
the new portrait look, but alsothe tap card feature, so that's
an additional safeguard, so tospeak, where it's just like
(06:50):
using your you no matter what,and it's really, and all the
terminals that would havecontactless with our new
(07:12):
contactless cards would also usethe tap to pay feature with
your phone does the same exactfunctionality, just as quick, um
, and you get your a lot oftimes.
Zane DuBois (07:24):
You can get an e-receipt right there, um, so if
you don't want an actual paperreceipt, it'll actually on your
phone.
You'll actually can see yourhistory and the actual wallet as
well.
Kelli Green (07:35):
And the cool thing about it too.
I think that, especially whenuploading your cards to your
mobile wallet and I love theconvenience of it, just like
you're mentioning, with the tapcard, you know, or your remote
card feature there One of thethings to really consider and
think about too is that somesafeguards with your phone.
So you know you really want tohave, whether it's facial
recognition, thumbprint or acode that you're entering into
(07:58):
your phone, because that's notonly just safeguarding your
device but it's safeguarding anyother real, you know, financial
relationships you may have andadded to your phone.
Zane DuBois (08:08):
That's a good point , and that's one thing that's
kind of been hard to police andunderstand and educate is
because you got to think of it.
Now, that is an access pointand that's something that even
the regulations is kind of likebeen slowly not aware of and
like you have to now safeguardyour phone like you would your
(08:31):
wallet.
It is a wallet, it's just likehaving your purse or your wallet
and your card.
So, yeah, that is a veryimportant to have a now with
face id, touch id there's stillsome phones out there with touch
id and stuff like that.
So make sure that you're havingsome sort of passcode and
that's also not shared.
That's something that's shouldbe just like your pen and your
(08:53):
card.
That should not be shared withanybody, but somebody that you
absolutely trust.
So think about it.
If you're going to hand yourphone to somebody or your wallet
, that's going to be the samething.
So if you're handing somebodyyour phone and you're giving
them access, think of it.
You're just handing them yourcheckbook or your wallet.
Kelli Green (09:14):
You got to think of it that way.
That is so true.
I'm glad that you mentioned itthat way too, because we're
involved with it, with bankingand cards and we see fraud day
in and day out.
So someone who is just, youknow, maybe a member of our
credit union that doesn't reallyrealize they know this is a
form of payment, so they're kindof at the mercy of us sharing
with them what are the thingsthat they should do?
(09:35):
So, if a member suspects theremight be some fraud on their
account with their card, talk usthrough what should be the very
first thing that, if I'veidentified that this might be
fraud, what should I do next?
Zane DuBois (09:49):
First thing you should do if you have our car
controls and our app and ourmobile app.
First thing you should do ifyou have that access is turn off
the card.
That should be your firstoption is like looking at it,
making sure that you know thatthat is something you did not do
, and turning off the card.
If you don't have thatcapability, uh, you can call us.
(10:13):
We do have after hours.
If it's during business hours,our mycentric team is wonderful
in helping you getting thatturned off and getting your new
card replacement.
Um, if you happen to be in acentric location, I come into it
and we're happy to kind of turnthat off and help you manage
that, because even if you needto turn it off real quick and
(10:37):
then come and ask later, that'sfine and we can help you if we
need to possibly turn that backon, if it's something that's
benign, that's not fraudulent,something like that.
But if you see something that'snot right, first instance
should be turn the card off.
Kelli Green (10:52):
Right, and to your point.
To make sure our listenersunderstand too, is that the
first thing that you can do.
When you have the MyCentricmobile app, we allow card
controls and it's just a toggleof a button.
Toggle of a button, that's it,and you just turn off access to
your card and to your point.
After you've either spoken tosomeone via text call or even in
(11:15):
person, then if you've trulyidentified that this is fraud,
then of course we can replaceyour card Correct.
Zane DuBois (11:22):
We can go those avenues to kind of mitigate if
something happened to have gonethrough.
We can mitigate that If we needto get another card.
If it truly was fraud, that'spretty painless and we can get
you a new card ordered either inthe center or in the mail or
stuff like that.
Sure.
Kelli Green (11:42):
So it's even cards can be provided, like we've
talked about many times, and saywe have instant issue cards.
So that's a beautiful thing.
Even if you're coming on as anew member or, in this
circumstance, if you have hadfraud occur, you can literally
get a new card same day.
Now, if someone's traveling, doyou also ship those to those
members as well?
Zane DuBois (12:01):
We do.
We can ship them and actuallyit's very quick.
Usually about seven to tenbusiness days.
We can get you a new card inthe mail.
We have a supplier that's verygood.
They can get cards out veryquickly.
Kelli Green (12:17):
See, that's great.
I love that.
It's always.
You know, I always think aboutit.
Gosh, having two forms ofpayment is something that's
always a good thing to consider,and at Centric we offer the
debit card and a credit card sothat if something has happened
with one of your payments,you've got a backup, because you
just never know and talk to ustoo.
(12:44):
So maybe there are times thatperhaps we as the member don't
recognize that there's fraudhappening on our account.
Can you maybe talk about someof the safeguards, maybe the
responsibility that Centricplays to help maybe safeguard
and prevent our members?
Zane DuBois (13:07):
Absolutely yeah, we do have a system in place that
monitors all of our cards.
Absolutely yeah, we do have asystem in place that monitors
all of our cards, actuallyacross multiple banks and credit
unions, and looking atdifferent trends.
It will score particulartransactions based on the
merchant, based on the amount,location, all of that kind of
(13:33):
goes into play.
So we do have that in place.
It's a pretty good safety net.
Sometimes it will get thingswrong, but a lot of times, by
and large, it is a prettyaccurate gauge.
Um, so if you get a fraud text,you know, make sure that you're
looking at that, yeah.
Kelli Green (13:52):
Because if you don't answer it right away,
what's going to happen?
Zane DuBois (13:56):
They're going to take it.
They're going to think, oh,they're not paying attention and
I can potentially make someother purchases.
That's right.
A lot of times, um, whatthey'll do is they'll.
If they happen to get a cardnumber, they'll try to load it
on a particular platform.
So a lot of times you'll see aninitial charge, sometimes for
like a zero or one dollarsmaller charge.
(14:18):
That is just a loading charge.
That happens with just aboutevery time that you load it on a
particular platformsubscription service or stuff
like that.
So you see something pop up,even if it's something you may
have a subscription to somethingwith, like Amazon, sure.
And one example actually mymother-in-law, just this past
weekend she does do Amazon, butshe wasn't making anything over
(14:44):
the weekend she got an alert.
Luckily, she had alerts turnedon her phone, which we do have a
centric.
You can turn in the control,you can turn off a turn on
notifications, notifications forevery transaction.
So she got a notification fromamazon and she said I don't
recognize that she called me.
(15:05):
I said well, of course, ofcourse he's gonna call me the I
guess, the banker in the familythat's right but she said, hey,
um, I got something from amazonand what do I need to do?
and I said did you purchaseanything?
I don't know.
No, I said, well, turn yourcard off.
Yeah, so that's usually a lotof things is, uh, you'll see
some initial things and it maybe for a merchant that you may
(15:27):
have done, but if it's somethingyou did not do, you know you
didn't do in that particulartime, question it.
Look at your um, online banking, um ask somebody that may have
had access to your card orsomething like that, and take
action as quick as quick.
Kelli Green (15:43):
As just as quick as you can and when you're talking
about too.
If there's something that maybewe as the member don't
understand, I want to go backand really hit on that text
message that you might receive.
That's why it's so criticalthat you have your updated
address, email address and phonenumber so that if there is
fraud that is suspected on youraccount, our company will send a
(16:06):
text message to you to say hey,verify this purchase, is this
really you?
And you've got a very shorttime frame to say yes or no.
And if you do not respond oryou say no, this is not me, you
know then you can immediatelyunderstand that that card is no
longer active.
I've had that happen to mebefore whenever, which I'm
(16:27):
grateful for that.
I was actually traveling out ofstate and it was just a random
kind of situation and I wasswiping my debit card at a
convenience store and what I wasable to recognize too when I
got back into my car, I didnswiping my debit card at a
convenience store and what I wasable to recognize too when I
got back into my car, I didn'thave my phone with me.
It asked is this you?
And I'm like, oh, it is me, buttime had gone by and my card
(16:49):
was inactive at that point.
But the good news is is, if,once that we have the ability,
if we can say, hey, let's have aconversation about this.
We call the credit union, we'lltry to find a way to work
through that, even if it isinvolving getting a new card.
So there's no cost to themember either.
If there's ever any fraud toreplace that card, it's
completely free, absolutely.
(17:10):
I love it, and I thank you somuch for sharing, too, that real
life example with yourmother-in-law.
If you had not have been thereto answer her call.
Zane DuBois (17:23):
I can just imagine that would not have been a good
experience, absolutely.
Kelli Green (17:25):
Yeah, yeah, she calls me for most thinking bank.
I love that.
Well, that's because you'rejust you are.
You are a trusted source andyou know how you deal with this
day in and day out, and so wejust really thank you.
And so, zane, if there isanything else that you could
leave our listeners with, whatare some things that you might
share with them?
Zane DuBois (17:43):
I guess be vigilant .
You know new technologies areout there with the contactless
now that we'll be rolling outwith our tap to pay with our
phones, with our mobile wallets,but still have your wits or
your safeguard your phone?
Yes, you never there's.
You know, prevalent scamartists.
(18:05):
That's kind of making theircircuits around.
A lot of times they will calland impersonate.
That's the biggest thing rightnow is kind of the impersonation
thing.
So again, we do have thosemeasures in place that we reach
out to you via text or phone,but we're never going to ask you
for information.
We have the information.
Our mySixter team will kind ofverify different things, but
(18:28):
we're not going to be asking youfor very sensitive information,
especially like full cardnumbers and PIN numbers and
addresses and stuff like that.
Kelli Green (18:38):
Those are not things that we ask.
Zane DuBois (18:40):
That's not something that we ask,
especially on a fraud.
If we're trying to confirmfraud and especially on the text
messages we've seen a fewdifferent ones that will.
They're trying to scam andspoof our front alerts and
they're asking for information.
So if you ever have a text fromus, the valid ones are going to
(19:00):
actually disclose everythingthat needs to be disclosed.
It's going to show the lastfour of the card.
It's going to show the amountand the merchant and it's going
to ask you on this date, withthis last four of card number,
did you make this transaction?
It's going to ask you yes or noquestion.
Kelli Green (19:18):
And there's nothing else beyond that.
Zane DuBois (19:20):
Nothing else beyond that You're going to.
If you say, yes, this was me,it's going to say okay, thank
you, You're, you know, Carry on,Carry on.
Brilliantly wordedly.
It'll say oh, your card, pleasereach out to centric to get a
(19:42):
replacement card and that's,that's as extent.
So we don't ask you.
It's not going to give you alink to click on to call.
It's not going to ask you tocall a number.
It's say reach out to yourcentric representative and
that's what.
And that's the best thing to do.
Especially if you have somedoubts.
We would rather you just evenif it's us, hang up, call back.
(20:04):
That's right, Than get involvedin somebody impersonating a
Centric employee.
So if you ever feel hesitant on, am I truly calling Centric?
Hang up, especially ifsomebody's calling you.
Hang up, call the number thatyou know at Centric or come by
one of our centers and that wayyou know you're getting a my
(20:26):
Centric or a Centric represent.
Kelli Green (20:27):
I'm so glad that you mentioned that and to our
listeners, because it is soimportant.
The impersonation is timestimes out of 10, they're calling
and it may sound like they'rein a very large call center.
They're asking very sensitiveinformation like full card
number, as you've mentioned, andmaybe even their social
security number, and those aretwo things that Centric will
(20:50):
never ask for Correct.
So it's so very important forour listeners to understand that
if ever you are in doubt, justend the call and call our main
line, and just for those of youthat are listening to, we will
add that information into ourshow notes so that you have that
.
But this is it's something toreally consider whenever you're
(21:11):
in doubt, and give them a callyourself.
Hang up and call directly.
That's the safest way.
Well, Zane, this has been a realpleasure.
Thank you for sharing yourexpertise with us.
Absolutely Thanks, wonderful,absolutely Well, until next time
.
So thank you for listening toour podcast and tune back in
next month for another episodeof the Live Better podcast.
(21:32):
Don't forget to subscribe onyour favorite podcast platform
and to ensure you never miss outon helpful tips.
Like us on Facebook at CentricFederal Credit Union and find us
at MyCentric.
On Instagram, pinterest, tiktokand YouTube, you can find
information about today's topic,our monthly blog and more at
(21:53):
MyCentricorg.
Always remember Centric isfederally insured by the NCUA.
Welcome back to an episode of the Live Better
podcast.
I'm your host and CentricSenior Vice President of
Marketing, Kelli Green.
I'm so excited that you're here.
In fact, every month, we post anew episode where I'm joined by
a guest to chat about financesand all things living better.
Subscribe today so that younever miss an episode.
Today we are joined by ZaneDubois, Cards Manager at
(00:22):
Centric.
We are here to discuss allthings fraud and keeping your
finances safe.
So, Zane, welcome to the LiveBetter Podcast.
It's a joy to have you here soglad.
Zane DuBois (00:35):
this is an honor to be here.
Oh, thank you.
Kelli Green (00:38):
So tell us a little bit about yourself.
Zane DuBois (00:40):
So I'm Zane Dubois.
I'm card services manager hereat Centric.
I've been with Centric a littleover a year now, kind of fully
involved now with Centric Kindof got the flow of things it's
actually my first rodeo into.
I've always been in banking,but with credit unions, oh yeah,
(01:06):
credit unions.
So this is my first foray intointo credit unions so I kind of
figuring out how that works.
But credit cards and debitcards they all kind of work
across all spectrums so that'sbeen kind of my world for about
10 years.
I've been in cards specificallyand dealing with different
things, maintenance-wise andfraud and kind of dealing with
(01:28):
all that.
Mainly fraud is where I kind ofgot into the foray of cards,
which is the biggest arena whenit comes to cards.
Kelli Green (01:35):
No kidding, it's so wild and it's growing and
growing.
And speaking of things that aregrowing, your family has
recently grown by one.
So tell us a little bit aboutyourself.
When you're not here managingthe cards and fraud, tell us a
little bit about what you do inyour personal life.
Zane DuBois (01:50):
So, yes, we've got a third one, our littlest bundle
of joy, Jordan.
We have our oldest girl,Juliana Jules, and then we have
a middle boy which is Jet.
We call him Jet and he's justour rough and tumble little boy.
So we love him.
(02:12):
And then Jordan hopefully willcome along and be our peaceful
one.
That's where we're hoping.
So caboose maybe Caboose, maybeIf my wife has anything to say
about it.
Kelli Green (02:23):
Oh, I love that.
Well, that's so wonderful.
And, Zane, like you mentionedbeing here for a few years but
being involved in banking forover 10 plus years you really
are an expert at managing allthings cards and it's a real
delight to have you.
You've really helped us so muchin streamlining things for a
better experience with cards forour members, so thank you for
(02:44):
your expertise in that.
So just kind of share with us alittle bit too.
As far as when you've seen,maybe debit and credit card
fraud, you know how prevalentreally is it today.
Zane DuBois (02:56):
It's still a problem today.
They really haven't let up withfraudsters.
You have different scams thatcome along, different things
come and go, different methodsare utilized, but by and large I
mean you have differenttechnologies that happen to come
along and fraudsters orscammers will kind of seize on
(03:19):
that particular opportunity.
Opportunity.
So, kind of like with mostthings, you can't ever get a
step ahead without trying to.
You're trying to service themember as best as you can with
new technologies andunfortunately the bad actors
will come along and try toexploit that new technology.
Kelli Green (03:37):
So if you could really tell our listeners to
some things to help, maybesafeguard, or things to be aware
of when they're using theircard.
Zane DuBois (03:46):
Absolutely the biggest thing is keeping hold of
your physical plastic, youractual physical card, keeping it
as protected as possible andthat means not giving it to
anybody, not sharing your numberwith anybody not being over
sharing with your number andgiving it to somebody, because
(04:08):
every time you give your card tosomebody that is kind of out
there in the world and that'sone less control aspect that you
have of that particular numberor swipe or plastic stuff like
that.
So that's kind of the numberone thing is like safeguarding
your actual piece of plastic.
Kelli Green (04:27):
So what are your thoughts on mobile wallets?
Do you feel like that's a more,maybe a safer, more secure way?
Zane DuBois (04:32):
of payment.
I do it actually kind ofpiggybacks off of the EMV
technology that came out a fewyears ago, so that kind of takes
that a much more secure becauseall of your digital wallets are
on your secure device.
So it's not actually in thecloud, especially with Apple and
(04:53):
Samsung and Google as well.
The actual number and theencryption is on the device, not
in the cloud, so it's notshared or hackable.
It's actually on the actualphone, gotcha.
Kelli Green (05:08):
So when you say the EMV just for our listeners,
you're really referring to thechip.
Correct so there is a specificencryption essentially with
every transaction, that when youupload your card to your mobile
wallet, you kind of have thatadditional safeguard too.
You have the card somewhatbecause you have the device.
Zane DuBois (05:27):
Right.
Kelli Green (05:27):
But I love that, and so a lot of people just
don't necessarily realize thatwhy that chip was really, you
know, as an addition to our cardyeah, that was the biggest leap
forward.
Zane DuBois (05:37):
Uh, and actually the us and studying it was kind
of late to the ball game on that.
Um, just because I think theconvenience factor and the
infrastructure that was alreadybuilt in the US was ginormous
when it comes to cards.
So all of those terminals hadto slowly be upgraded to allow
(06:00):
for that and take advantage ofthat network.
Whereas in Europe is a littlebit easier to kind of like throw
out there because it's not as abig of rollout.
It is a little bit easier tokind of like throw out there
because it's not as big of arollout.
But US had, you know,landscape-wise, had that huge
rollout, so the policies kind ofallowed for the slower
(06:23):
involvement of that.
But the EMV was the biggestleap in protecting the actual
cars.
Kelli Green (06:28):
That's so wild, you know, really thinking about
that, you know, and when youtalk about the digital wallet,
so maybe speak to our listenerstoo, as far as, yes, they have
the physical card, which, in ourcase, our members are awaiting
the new portrait look, but alsothe tap card feature, so that's
an additional safeguard, so tospeak, where it's just like
(06:50):
using your you no matter what,and it's really, and all the
terminals that would havecontactless with our new
(07:12):
contactless cards would also usethe tap to pay feature with
your phone does the same exactfunctionality, just as quick, um
, and you get your a lot oftimes.
Zane DuBois (07:24):
You can get an e-receipt right there, um, so if
you don't want an actual paperreceipt, it'll actually on your
phone.
You'll actually can see yourhistory and the actual wallet as
well.
Kelli Green (07:35):
And the cool thing about it too.
I think that, especially whenuploading your cards to your
mobile wallet and I love theconvenience of it, just like
you're mentioning, with the tapcard, you know, or your remote
card feature there One of thethings to really consider and
think about too is that somesafeguards with your phone.
So you know you really want tohave, whether it's facial
recognition, thumbprint or acode that you're entering into
(07:58):
your phone, because that's notonly just safeguarding your
device but it's safeguarding anyother real, you know, financial
relationships you may have andadded to your phone.
Zane DuBois (08:08):
That's a good point , and that's one thing that's
kind of been hard to police andunderstand and educate is
because you got to think of it.
Now, that is an access pointand that's something that even
the regulations is kind of likebeen slowly not aware of and
like you have to now safeguardyour phone like you would your
(08:31):
wallet.
It is a wallet, it's just likehaving your purse or your wallet
and your card.
So, yeah, that is a veryimportant to have a now with
face id, touch id there's stillsome phones out there with touch
id and stuff like that.
So make sure that you're havingsome sort of passcode and
that's also not shared.
That's something that's shouldbe just like your pen and your
(08:53):
card.
That should not be shared withanybody, but somebody that you
absolutely trust.
So think about it.
If you're going to hand yourphone to somebody or your wallet
, that's going to be the samething.
So if you're handing somebodyyour phone and you're giving
them access, think of it.
You're just handing them yourcheckbook or your wallet.
Kelli Green (09:14):
You got to think of it that way.
That is so true.
I'm glad that you mentioned itthat way too, because we're
involved with it, with bankingand cards and we see fraud day
in and day out.
So someone who is just, youknow, maybe a member of our
credit union that doesn't reallyrealize they know this is a
form of payment, so they're kindof at the mercy of us sharing
with them what are the thingsthat they should do?
(09:35):
So, if a member suspects theremight be some fraud on their
account with their card, talk usthrough what should be the very
first thing that, if I'veidentified that this might be
fraud, what should I do next?
Zane DuBois (09:49):
First thing you should do if you have our car
controls and our app and ourmobile app.
First thing you should do ifyou have that access is turn off
the card.
That should be your firstoption is like looking at it,
making sure that you know thatthat is something you did not do
, and turning off the card.
If you don't have thatcapability, uh, you can call us.
(10:13):
We do have after hours.
If it's during business hours,our mycentric team is wonderful
in helping you getting thatturned off and getting your new
card replacement.
Um, if you happen to be in acentric location, I come into it
and we're happy to kind of turnthat off and help you manage
that, because even if you needto turn it off real quick and
(10:37):
then come and ask later, that'sfine and we can help you if we
need to possibly turn that backon, if it's something that's
benign, that's not fraudulent,something like that.
But if you see something that'snot right, first instance
should be turn the card off.
Kelli Green (10:52):
Right, and to your point.
To make sure our listenersunderstand too, is that the
first thing that you can do.
When you have the MyCentricmobile app, we allow card
controls and it's just a toggleof a button.
Toggle of a button, that's it,and you just turn off access to
your card and to your point.
After you've either spoken tosomeone via text call or even in
(11:15):
person, then if you've trulyidentified that this is fraud,
then of course we can replaceyour card Correct.
Zane DuBois (11:22):
We can go those avenues to kind of mitigate if
something happened to have gonethrough.
We can mitigate that If we needto get another card.
If it truly was fraud, that'spretty painless and we can get
you a new card ordered either inthe center or in the mail or
stuff like that.
Sure.
Kelli Green (11:42):
So it's even cards can be provided, like we've
talked about many times, and saywe have instant issue cards.
So that's a beautiful thing.
Even if you're coming on as anew member or, in this
circumstance, if you have hadfraud occur, you can literally
get a new card same day.
Now, if someone's traveling, doyou also ship those to those
members as well?
Zane DuBois (12:01):
We do.
We can ship them and actuallyit's very quick.
Usually about seven to tenbusiness days.
We can get you a new card inthe mail.
We have a supplier that's verygood.
They can get cards out veryquickly.
Kelli Green (12:17):
See, that's great.
I love that.
It's always.
You know, I always think aboutit.
Gosh, having two forms ofpayment is something that's
always a good thing to consider,and at Centric we offer the
debit card and a credit card sothat if something has happened
with one of your payments,you've got a backup, because you
just never know and talk to ustoo.
(12:44):
So maybe there are times thatperhaps we as the member don't
recognize that there's fraudhappening on our account.
Can you maybe talk about someof the safeguards, maybe the
responsibility that Centricplays to help maybe safeguard
and prevent our members?
Zane DuBois (13:07):
Absolutely yeah, we do have a system in place that
monitors all of our cards.
Absolutely yeah, we do have asystem in place that monitors
all of our cards, actuallyacross multiple banks and credit
unions, and looking atdifferent trends.
It will score particulartransactions based on the
merchant, based on the amount,location, all of that kind of
(13:33):
goes into play.
So we do have that in place.
It's a pretty good safety net.
Sometimes it will get thingswrong, but a lot of times, by
and large, it is a prettyaccurate gauge.
Um, so if you get a fraud text,you know, make sure that you're
looking at that, yeah.
Kelli Green (13:52):
Because if you don't answer it right away,
what's going to happen?
Zane DuBois (13:56):
They're going to take it.
They're going to think, oh,they're not paying attention and
I can potentially make someother purchases.
That's right.
A lot of times, um, whatthey'll do is they'll.
If they happen to get a cardnumber, they'll try to load it
on a particular platform.
So a lot of times you'll see aninitial charge, sometimes for
like a zero or one dollarsmaller charge.
(14:18):
That is just a loading charge.
That happens with just aboutevery time that you load it on a
particular platformsubscription service or stuff
like that.
So you see something pop up,even if it's something you may
have a subscription to somethingwith, like Amazon, sure.
And one example actually mymother-in-law, just this past
weekend she does do Amazon, butshe wasn't making anything over
(14:44):
the weekend she got an alert.
Luckily, she had alerts turnedon her phone, which we do have a
centric.
You can turn in the control,you can turn off a turn on
notifications, notifications forevery transaction.
So she got a notification fromamazon and she said I don't
recognize that she called me.
(15:05):
I said well, of course, ofcourse he's gonna call me the I
guess, the banker in the familythat's right but she said, hey,
um, I got something from amazonand what do I need to do?
and I said did you purchaseanything?
I don't know.
No, I said, well, turn yourcard off.
Yeah, so that's usually a lotof things is, uh, you'll see
some initial things and it maybe for a merchant that you may
(15:27):
have done, but if it's somethingyou did not do, you know you
didn't do in that particulartime, question it.
Look at your um, online banking, um ask somebody that may have
had access to your card orsomething like that, and take
action as quick as quick.
Kelli Green (15:43):
As just as quick as you can and when you're talking
about too.
If there's something that maybewe as the member don't
understand, I want to go backand really hit on that text
message that you might receive.
That's why it's so criticalthat you have your updated
address, email address and phonenumber so that if there is
fraud that is suspected on youraccount, our company will send a
(16:06):
text message to you to say hey,verify this purchase, is this
really you?
And you've got a very shorttime frame to say yes or no.
And if you do not respond oryou say no, this is not me, you
know then you can immediatelyunderstand that that card is no
longer active.
I've had that happen to mebefore whenever, which I'm
(16:27):
grateful for that.
I was actually traveling out ofstate and it was just a random
kind of situation and I wasswiping my debit card at a
convenience store and what I wasable to recognize too when I
got back into my car, I didnswiping my debit card at a
convenience store and what I wasable to recognize too when I
got back into my car, I didn'thave my phone with me.
It asked is this you?
And I'm like, oh, it is me, buttime had gone by and my card
(16:49):
was inactive at that point.
But the good news is is, if,once that we have the ability,
if we can say, hey, let's have aconversation about this.
We call the credit union, we'lltry to find a way to work
through that, even if it isinvolving getting a new card.
So there's no cost to themember either.
If there's ever any fraud toreplace that card, it's
completely free, absolutely.
(17:10):
I love it, and I thank you somuch for sharing, too, that real
life example with yourmother-in-law.
If you had not have been thereto answer her call.
Zane DuBois (17:23):
I can just imagine that would not have been a good
experience, absolutely.
Kelli Green (17:25):
Yeah, yeah, she calls me for most thinking bank.
I love that.
Well, that's because you'rejust you are.
You are a trusted source andyou know how you deal with this
day in and day out, and so wejust really thank you.
And so, zane, if there isanything else that you could
leave our listeners with, whatare some things that you might
share with them?
Zane DuBois (17:43):
I guess be vigilant .
You know new technologies areout there with the contactless
now that we'll be rolling outwith our tap to pay with our
phones, with our mobile wallets,but still have your wits or
your safeguard your phone?
Yes, you never there's.
You know, prevalent scamartists.
(18:05):
That's kind of making theircircuits around.
A lot of times they will calland impersonate.
That's the biggest thing rightnow is kind of the impersonation
thing.
So again, we do have thosemeasures in place that we reach
out to you via text or phone,but we're never going to ask you
for information.
We have the information.
Our mySixter team will kind ofverify different things, but
(18:28):
we're not going to be asking youfor very sensitive information,
especially like full cardnumbers and PIN numbers and
addresses and stuff like that.
Kelli Green (18:38):
Those are not things that we ask.
Zane DuBois (18:40):
That's not something that we ask,
especially on a fraud.
If we're trying to confirmfraud and especially on the text
messages we've seen a fewdifferent ones that will.
They're trying to scam andspoof our front alerts and
they're asking for information.
So if you ever have a text fromus, the valid ones are going to
(19:00):
actually disclose everythingthat needs to be disclosed.
It's going to show the lastfour of the card.
It's going to show the amountand the merchant and it's going
to ask you on this date, withthis last four of card number,
did you make this transaction?
It's going to ask you yes or noquestion.
Kelli Green (19:18):
And there's nothing else beyond that.
Zane DuBois (19:20):
Nothing else beyond that You're going to.
If you say, yes, this was me,it's going to say okay, thank
you, You're, you know, Carry on,Carry on.
Brilliantly wordedly.
It'll say oh, your card, pleasereach out to centric to get a
(19:42):
replacement card and that's,that's as extent.
So we don't ask you.
It's not going to give you alink to click on to call.
It's not going to ask you tocall a number.
It's say reach out to yourcentric representative and
that's what.
And that's the best thing to do.
Especially if you have somedoubts.
We would rather you just evenif it's us, hang up, call back.
(20:04):
That's right, Than get involvedin somebody impersonating a
Centric employee.
So if you ever feel hesitant on, am I truly calling Centric?
Hang up, especially ifsomebody's calling you.
Hang up, call the number thatyou know at Centric or come by
one of our centers and that wayyou know you're getting a my
(20:26):
Centric or a Centric represent.
Kelli Green (20:27):
I'm so glad that you mentioned that and to our
listeners, because it is soimportant.
The impersonation is timestimes out of 10, they're calling
and it may sound like they'rein a very large call center.
They're asking very sensitiveinformation like full card
number, as you've mentioned, andmaybe even their social
security number, and those aretwo things that Centric will
(20:50):
never ask for Correct.
So it's so very important forour listeners to understand that
if ever you are in doubt, justend the call and call our main
line, and just for those of youthat are listening to, we will
add that information into ourshow notes so that you have that
.
But this is it's something toreally consider whenever you're
(21:11):
in doubt, and give them a callyourself.
Hang up and call directly.
That's the safest way.
Well, Zane, this has been a realpleasure.
Thank you for sharing yourexpertise with us.
Absolutely Thanks, wonderful,absolutely Well, until next time
.
So thank you for listening toour podcast and tune back in
next month for another episodeof the Live Better podcast.
(21:32):
Don't forget to subscribe onyour favorite podcast platform
and to ensure you never miss outon helpful tips.
Like us on Facebook at CentricFederal Credit Union and find us
at MyCentric.
On Instagram, pinterest, tiktokand YouTube, you can find
information about today's topic,our monthly blog and more at
(21:53):
MyCentricorg.
Always remember Centric isfederally insured by the NCUA.
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