Respond to a Customer With a Phishing Text

A phishing text can leave a customer embarrassed and unsure which message to trust. A branch banker should lower that pressure before gathering facts. Say, “You did the right thing by bringing this in.” That opening recognizes the customer’s concern and makes room for an accurate next step.

Ask what the message requested, whether the customer entered information, and whether they notice unfamiliar activity. Do not ask for a password or one-time code. Identify the approved fraud support path so the responsible team can assess the report. Explain which official channel handles it and what information that team may need.

Avoid statements about whether a message is definitely fraudulent or what a review will conclude. A useful response is, “We can help you report what happened through the bank’s official process.” That answer is urgent without pretending certainty. If the customer is holding the message, remind them not to use links or phone numbers contained in it.

Practice with a colleague playing an embarrassed customer. The banker should acknowledge the emotion, gather only necessary facts, name the support owner, and confirm the handoff. Before ending, ask the customer to describe the next step in their own words. They should know the safe contact route and where updates will come from. Clear, respectful guidance makes it less likely that fear drives the customer back to the suspicious message.