When Devina H., a member service representative mentor at Navy Federal Credit Union, received a call requesting a $2,100 Zelle transfer, her fraud instincts kicked in. The caller provided basic details but failed verification steps. Devina noticed another red flag: the caller seemed to impersonate someone with a deep voice. She declined the transaction and advised submitting the request in writing or visiting a branch.
Following protocol, Devina escalated the case to a fraud team, which activated an alert. An investigation uncovered suspicious credit card activity, including smoke and vape purchases, behavior inconsistent with the 85-year-old member’s account profile. The account also showed a high-risk score for unauthorized access.
Thanks to Devina’s quick judgment and adherence to security procedures, the credit union blocked nearly $165,000 in fraudulent transactions, safeguarding the member and Navy Federal.
“It feels amazing knowing my efforts helped protect a member from losing $165,000,” Devina says.
