Instead, customers are directed to contact the company's support line where a customer service representative will set up the account for them.
"Don't take a 'no' from the customer service representative on the other end of the 800 number, " Rukavina of the Access Project said.
The criminals then masquerade as the account holder in a call to the customer service representative (CSR) at the targeted financial service institution.
Customer service is without doubt a huge arrow in the marketing quiver, and a smart customer service representative is worth his or her weight in gold.
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Literally a second after I hung up the phone, my customer service representative walked into my office for support on a client issue she was dealing with.
FORBES: Customer Service, Customer Service, Customer Service
Pretty much I'm a customer service representative.
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One complaint already on the Web-site accounted the story of a customer who got duped into an exorbitantly high interest rate on his purchase when the customer service representative lied to him about whether he qualified for the "no interest, no payment" financing.
Increasingly, the customer service representative, tech support, or sales person you call at such companies as Carnival, the American Automobile Association, and Time Warner may be a stay at home mom in Missouri, a layoff victim in Florida, or an accountant in Pennsylvania who needs more hours now that tax season has ended.
She once caught a customer-service representative leaning against a wall attempting to eavesdrop on her conversation with a plant manager.
When I canceled the remaining 11 months of service, the customer loyalty representative asked me why.
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