Nov 12, 2026
To register for this event, please print the PDF Brochure and email to mgibbs@indiana.bank or mail to IBA Foundation, 8425 Woodfield Crossing Blvd, Ste 155e, Indianapolis, IN 46240
Today's teller is more than a transaction processor. The front line staff is often the last human being to see a fraudulent transaction before money leaves the institution, and the first employee to recognize when a routine customer interaction is becoming a security concern.
This highly interactive two-hour webinar moves beyond traditional fraud-awareness training and places participants in realistic situations they may encounter at the teller line. Through photographs, transaction examples, case studies, and progressively unfolding scenarios, participants will practice recognizing what does not make sense, asking the right questions, determining when to escalate, and responding when a fraud situation becomes a personal-safety or branch-security issue. The program will focus on situational awareness and evaluating each circumstance in its full context.
Approximately 60% of the program focuses on frontline fraud recognition and decision-making, with 40% devoted to physical security, threat recognition, robbery response, opening/closing vulnerabilities, suspicious behavior, and situations involving increasingly difficult customer interactions.
November 12, 2026
5:30 p.m. Registration & Log In
6:00 p.m. Program Begins
8:30 p.m. Program Adjourns
*All times in EST
Participants will work through questions such as:
What makes this transaction different from an ordinary transaction?
Is the customer committing fraud, or being manipulated by someone else?
What information should cause a teller to pause?
When should a teller question, stop, or escalate a transaction?
What can a criminal learn simply by watching a branch?
What behaviors may indicate surveillance or preparation for a crime?
What should a teller do when a fraud intervention causes a customer to become angry or threatening?
At what point does a fraud problem become a physical-security problem?
The objective is not to turn tellers into investigators or security officers. It is to give them a practical decision-making framework they can use when something simply does not make sense. Notice it. Think about it. Know what to do next.
Jim Rechel is president of The Rechel Group, Inc., a risk-consulting firm headquartered in Cincinnati, Ohio. He is one of the board of The Institute for Criminal Justice Education, Montgomery, Alabama and a member of numerous national organizations and is a Certified Financial Security Officer. He is a past local board member of the International Association of Financial Crimes Investigators Association and the American Society of Industrial Security.
Prior to working for The Rechel Group, Inc., Jim was Vice President for Fifth Third Bank headquartered in Cincinnati, where he held positions in various departments, including Retail and Lending, and Security Director and was a Special Agent with the FBI.
Who Should Attend?
Tellers, front-line professionals, anyone who has customer contact and those responsible for training and managing the customer experience.
| IBA Member | Non-Member | |
| 1-4 People | $89 Each | $99 Each |
| 5-9 People | $84 Each | $94 Each |
| 10 or More | $79 Each | $89 Each |
The fees above include the program, and training materials.
Virtual Training
Participants will have the ability to join from wherever you're located from the convenience of your computer. We look forward to seeing you online!
Laurie Rees, Senior Vice President of Professional Development
LRees@indiana.bank
Molly Gibbs, Assistant Vice President - Education & Training
MGibbs@indiana.bank
Susan Clark, Professional Development Coordinator
SClark@indiana.bank
Silvia Regalado, Professional Development Coordinator
SRegalado@indiana.bank
The IBA will send confirmations for its program. For more information contact Molly Gibbs at 317-387-9380 or you may e-mail: mgibbs@indiana.bank. Within three or more business days prior to the day of an educational program, no cancellation charge will be assessed. Within two days prior, 50% of the fee is assessed. Refunds are not provided for cancellations the day before or absences on the day of the program. Substitutions are welcome at any time.