A member visited the branch requesting help initiating a wire transfer. When Marina sat down with him, she began by asking about the purpose of the transfer. He shared that the money was intended to help his granddaughter with her education. Marina noticed he had recently consolidated his savings into one account and was attempting to send nearly his entire balance. As part of her normal process, Marina asked security and fraud prevention questions. Despite appearing calm and confident, the member hesitated when asked if the situation could be a scam, responding, “I hope not.”
Taking time to educate rather than rush, Marina shared an example of a recent scam involving AI-generated voice impersonation. This prompted her to ask a few deeper questions, including whether the granddaughter had personally called him. When Marina suggested he call her again to confirm, the member stepped outside. He returned minutes later, relieved — and shaken — after realizing he had been scammed.
The member then explained he had received a call from someone posing as a utility company agent who convinced him his Social Security number had been compromised. The caller instructed him to move his funds and wire them out while staying on the phone and keeping the situation secret. Thanks to Marina’s patience, curiosity, and willingness to pause and protect, the member avoided a $40,000 loss. He expressed deep gratitude for Marina’s support and care during a frightening situation.
