CompTIA CASP+ Practice Test

What policy should a bank implement to address concerns of staff inadvertently aiding fraud during customer interactions?

1. Training on ethical customer interactions

2. Strict monitoring of customer interactions

3. Limiting employee-customer relationship building

4. Prohibiting friends and family interactions

The correct answer is: Limiting employee-customer relationship building

Implementing a policy that limits employee-customer relationship building is a strategic approach for a bank to mitigate the risks of staff inadvertently aiding fraud during customer interactions. By restricting the development of personal relationships between employees and customers, the bank can reduce the likelihood of employees becoming emotionally invested in certain customers, which may cloud their judgment. This limitation helps to maintain professional boundaries and encourages employees to adhere strictly to established protocols and procedures. The risk of fraud increases when employees feel too familiar with customers, potentially leading to scenarios where they might overlook warning signs of fraudulent activity or feel pressured to act in ways that could facilitate fraud. In a banking environment, where customer interactions can involve sensitive financial information and transactions, maintaining a level of professional distance can help ensure that all interactions remain within the scope of regulatory compliance and the bank's internal policies. In this context, while other options like training on ethical interactions or monitoring customer interactions also play vital roles in fraud prevention, they do not address the root issue of personal biases and emotional connections that can lead to oversight or misjudgment. Limiting relationship-building directly targets the risk posed by those personal connections, thus providing a more focused approach to safeguarding against fraud.