When Monae A., a member service representative at Navy Federal Credit Union, received a call requesting a $12,500 member-to-member transfer, everything initially seemed legitimate — the caller even provided the correct one-time passcode (OTP). Yet Monae sensed something was off.
As she asked additional questions, inconsistencies emerged. The caller stalled and provided details that didn’t match Navy Federal’s records.
“The main red flag was my gut feeling,” Monae explaines. “Even after the OTP, something didn’t seem right.”
She advised the caller to visit a branch to complete the transaction, and her caution paid off. A fraud alert was triggered, and the real member confirmed at a local branch that no call had been made. Thanks to Monae’s vigilance, the member avoided losing $12,500, and Navy Federal’s Torrie S. praises Monae’s professionalism and commitment to member security.
“She used her resources, followed procedures, and stayed alert to red flags,” Torrie says. “That kind of care makes a real difference.”
Monae stays informed on fraud trends through team discussions and training, always watching for warning signs.
“What I love most about my role is helping members every day, especially protecting their financial security,” she says. “Knowing my efforts prevented a major loss is incredibly rewarding and reinforces why vigilance matters.”
