>> HELLO, I'M MARK RICH, REGIONAL MANAGER FOR WELLS FARGO'S "HANDS ON BANKING" PROGRAM. WE'RE PLEASED TO WORK WITH THE SOCIAL SECURITY ADMINISTRATION, THE NATIONAL ADULT PROTECTIVE SERVICES ASSOCIATION, AND RUSH UNIVERSITY TO PRESENT THIS TRAINING MODULE, HELPFUL INFORMATION FOR INTERFACING WITH THE BANKING COMMUNITY AND DETECTING AND PREVENTING FINANCIAL FRAUD. THIS COLLABORATION HAS ALLOWED US TO BRING YOU VITAL INFORMATION THAT WILL HELP YOU IN INTERACTING WITH THE BANKING COMMUNITY IN YOUR ROLE AS REPRESENTATIVE PAYEE AND HELP YOU IDENTIFY AND HOPEFULLY PREVENT FINANCIAL FRAUD. FOR MORE THAN 160 YEARS, WELLS FARGO HAS PRIDED DOING WHAT'S RIGHT FOR OUR CUSTOMERS. IT'S IN THE CENTER OF EVERYTHING WE DO AND IS PART OF OUR COMPANY'S VISION AND VALUES. ONE WAY WE ADVOCATE FOR OUR CUSTOMERS' BEST INTERESTS IS WITH THE "HANDS ON BANKING" PROGRAM. THIS FREE FINANCIAL EDUCATION PROGRAM SERVES AS A RESOURCE TO HELP OUR CUSTOMERS AND THOSE IN THE COMMUNITIES WE SERVE TO DEVELOP THE SKILLS WE ALL NEED TO SUCCEED FINANCIALLY. AS YOU KNOW, OUR NATION IS CONCERNED WITH ISSUES OF FINANCIAL EXPLOITATION. BECAUSE WE RECOGNIZE THE GROWING CONCERNS, WE ARE CONTINUALLY SEEKING OPPORTUNITIES TO PROVIDE RESOURCES AND TOOLS THAT WILL ASSIST IN COMBATING FINANCIAL EXPLOITATION. WE ARE SINCERELY COMMITTED TO PROVIDING SUPPORT TO VULNERABLE ADULTS AND THE ELDERLY POPULATION, PARTICULARLY BECAUSE ACCORDING TO THE AARP, ABOUT 60% OF ADULT PROTECTIVE SERVICES CASES OF FINANCIAL ABUSE NATIONWIDE INVOLVED AN ADULT CHILD OF THE ELDERLY PERSON, COMPARED WITH 47% FOR ALL OTHER FORMS OF ELDER ABUSE. ALTHOUGH ANYONE CAN COMMIT FRAUD AGAINST SENIORS, THE LOS ANGELES BRANCH OF APS REPORTS ABOUT 90% OF ITS CASES INVOLVED ALLEGATIONS THAT A FAMILY MEMBER HAS FINANCIALLY ABUSED AN ELDERLY FAMILY MEMBER. WELLS FARGO AND OUR "HANDS ON BANKING" PROGRAM RECOGNIZE THIS VERY REAL ISSUE AND HOPE THAT THIS TRAINING SERIES WILL SERVE AS A TOOL TO ASSIST YOU WITH SERVING AS A REPRESENTATIVE PAYEE WHILE ALSO PROVIDING YOU WITH CRITICAL INFORMATION FOR PROTECTING YOUR OWN FINANCIAL RESOURCES. AGAIN, THANK YOU FOR WATCHING, AND ENJOY THE TRAINING. >> HELLO. MY NAME IS ANDRE CLARKE, AND I'M FROM THE SOCIAL SECURITY ADMINISTRATION. I'D LIKE TO THANK YOU FOR MAKING THE RIGHT CHOICE TO BECOME A REPRESENTATIVE PAYEE. NOW, THESE DAYS FINANCIAL EXPLOITATION IS ON A RISE AND CITIZENS ARE ON HIGH ALERT AFTER NUMEROUS FRAUD ATTEMPTS. SOME BANKS ARE OVERWHELMED WITH REIMBURSEMENT REQUESTS FROM VULNERABLE ADULTS AND SENIORS WHO HAVE FALLEN PREY TO IDENTITY THEFT, BANK, AND CREDIT CARD FRAUD. BUT WITH SUPPORT FROM REPRESENTATIVE PAYEES LIKE YOU AND THOSE THAT OFFER SUPPORT TO VULNERABLE ADULTS AND SENIORS, WE CAN RELY ON YOU TO MANAGE YOUR FINANCIAL RESOURCES AND RECOGNIZE SIGNS OF FINANCIAL FRAUD. THIS TRAINING WILL PROVIDE YOU WITH HELPFUL INFORMATION FOR INTERFACING WITH THE BANKING COMMUNITY, AND WAYS TO DETECT AND PREVENT FINANCIAL FRAUD. WELLS FARGO WITH THEIR FINANCIAL EDUCATION PROGRAM "HANDS ON BANKING" HAS A LOT OF GREAT INFORMATION AND RESOURCES AVAILABLE. PLUS, THEY HAVE A GREAT WEBSITE WHERE YOU CAN FIND INFORMATION IN BOTH ENGLISH AND SPANISH AT WWW.HANDSONBANKING.ORG. SO COME ON, LET'S GET STARTED. NOT ONLY WILL YOU FIND INFORMATION FOR THOSE YOU SERVE, YOU'LL ALSO FIND GREAT RESOURCES FOR YOU, YOUR LOVED ONES, AND THOSE IN YOUR LOCAL COMMUNITY. TO ADD, THERE ARE ALSO RESOURCE MATERIALS FOR THOSE WHO TEACH FINANCIAL EDUCATION COURSES. THE "HANDS ON BANKING" WEBSITE ENCOURAGES PEOPLE FROM ALL WALKS OF LIFE TO TAKE CHARGE OF THEIR FINANCIAL FUTURE. THERE ARE EXCITING RESOURCES FOR INDIVIDUALS IN THE MILITARY, SENIORS, ENTREPRENEURS, ADULTS, YOUNG ADULTS, TEENS, AND KIDS. LET'S CHECK OUT THE INFORMATIONAL RESOURCES. ONCE YOU'RE THERE, YOU'LL FIND INFORMATION ABOUT CONTROLLING YOUR FINANCES WITH A SPENDING PLAN, PLANNING FOR RETIREMENT, DETAILS ABOUT WHO'S VICTIMIZING OLDER AMERICANS, AND MUCH, MUCH MORE. TODAY WE'RE FOCUSING ON THREE SECTIONS THAT ARE IMPORTANT FOR THOSE YOU SERVE IN YOUR ROLE AS REPRESENTATIVE PAYEE. WE WILL REVIEW HOW TO RECOGNIZE FINANCIAL FRAUD, ADULT AND ELDER FINANCIAL ABUSE, AND A FEW KEY RESOURCES RELATED TO FINANCIAL FRAUD AND ABUSE THAT WILL ASSIST YOU IN YOUR ROLE. SO WHAT IS FINANCIAL FRAUD? FINANCIAL FRAUD IS NOT LIMITED TO ISOLATED ATTEMPTS TO STEAL MONEY FROM YOUR BANK ACCOUNT OR MAKING PURCHASES ON A STOLEN CREDIT CARD. IT CAN ALSO BE DESCRIBED AS A SERIES OF ONGOING EVENTS AND ACTIVITIES THAT DRAIN PEOPLE OF THEIR FINANCIAL RESOURCES. HERE ARE JUST A FEW EXAMPLES. THE MISUSE OF A POSITION OF TRUST OR CONFIDENCE TO PERSUADE SOMEONE TO DO SOMETHING HE OR SHE WOULD NOT ORDINARILY DO. USING SOMEONE'S PERSONAL CHECK, ACCOUNT INFORMATION, CREDIT OR DEBIT CARDS TO OBTAIN MONEY WITHOUT PERMISSION. CONTACTING A VULNERABLE ADULT OR SENIOR AND CLAIMING THAT HE OR SHE HAS WON OR INHERITED A LARGE SUM OF MONEY FROM A SOURCE OVERSEAS. NOW, HERE'S A FEW EXAMPLES TO SHOW YOU JUST HOW EASY IT IS TO DEFRAUD OR OBTAIN SOMEONE'S PERSONAL INFORMATION. [ PHONE RINGING ] >> HELLO. >> GRANDMA, IT'S ME. >> IS THAT YOU, DAVID? I CAN'T HEAR YOU VERY WELL, HONEY. >> YES, GRANDMA. I LOST MY WALLET. I NEED YOU TO WIRE ME SOME MONEY. >> ARE YOU OKAY, DAVID? YOU SOUND REALLY STRANGE. NOW, HOW DO I DO THAT? >> JUST GO WIRE THE MONEY. I NEED IT FAST, GRANDMA. >> OF COURSE, OF COURSE, I'LL GO RIGHT NOW. HOW MUCH DO YOU NEED, DAVID? >> NOW, YOU JUST WITNESSED A SCAM DESIGNED TO BAIT A SENIOR TO COMPLETE A WIRE TRANSFER TO WHO SHE BELIEVES TO BE HER GRANDSON. SENIORS CAN BE EASY TARGETS AND SOMETIMES THE MOST SUSCEPTIBLE TO THIS TYPE OF FRAUD. THE NEXT EXAMPLE IS COMMON PRACTICE FOR CRIMINALS LOOKING TO DEFRAUD SOMEONE. HERE'S THE EXAMPLE. [ PHONE RINGING ] >> HELLO. >> HELLO. IS THIS MARY WILLIAMS? >> YES, HOW CAN I HELP YOU? >> MY NAME IS SCOTT SMITH AND I'M CALLING FROM BANK CREDIT UNION TO MAKE YOU A SPECIAL OFFER. BASED ON A RECENT REVIEW OF YOUR OUTSTANDING HISTORY WITH US, WE'D LIKE TO OFFER YOU OUR NEW 0% INTEREST CREDIT CARD WITH A CREDIT LIMIT OF $2,000. >> OH, THAT'S WONDERFUL. >> MA'AM, WE STRIVE TO KEEP OUR MOST LOYAL CUSTOMERS HAPPY. HOWEVER, IN ORDER TO GUARANTEE THAT YOU DO NOT MISS OUT ON THIS OFFER, ALL YOU NEED TO PROVIDE IS YOUR BIRTH DATE, ADDRESS, AND YOUR BANK CARD NUMBER. >> WELL, THIS SOUNDS GREAT. BUT I DON'T HAVE MY CARD NUMBER WITH ME AT THE MOMENT. >> MS. WILLIAMS, YOU DESERVE THIS. YOUR HISTORY WITH US IS SUPERB. BESIDES, WE ONLY PROMOTE THIS OFFER ONCE A YEAR. >> WELL, I REALLY DON'T WANT TO MISS OUT ON THIS GREAT OFFER. CAN YOU HOLD ON FOR JUST A MOMENT SO I CAN GET THE NUMBER FOR YOU? >> NOW, IF YOU CAN, PUT YOURSELF IN MS. WILLIAMS' SITUATION. HOW WOULD YOU REACT TO THIS TYPE OF CALL? WHAT WOULD YOU SAY? WHAT WOULD YOU DO? THE PERPETRATOR QUICKLY GAINED THE TRUST OF MS. WILLIAMS AND WILL PROBABLY OBTAIN HER BANK ACCOUNT NUMBER AND PERSONAL INFORMATION. DID YOU KNOW THAT FINANCIAL FRAUD ATTEMPTS AREN'T JUST LIMITED TO PHYSICALLY SPEAKING WITH SOMEONE BY PHONE? IT COULD ALSO BE IN THE FORM OF A TEXT MESSAGE. YES, SOMETHING AS SIMPLE AS A TEXT MESSAGE COULD CAUSE HAVOC ON SOMEONE'S BANK ACCOUNT. PAY CLOSE ATTENTION TO THIS EXAMPLE. [ TEXT MESSAGE NOTIFICATION ] >> MONTHLY MONITORING OF YOUR BANK ACCOUNT REVEALS THAT THERE MAY HAVE BEEN SOME FRAUDULENT ACTIVITY. PLEASE CALL US IMMEDIATELY AT THE NUMBER LISTED IN THIS TEXT TO DISPUTE THE CHARGES. HMM, THIS SOUNDS SERIOUS. I'LL CALL TO MAKE SURE I DON'T HAVE ANY FRAUDULENT ACTIVITY ON MY ACCOUNT. [ PHONE DIALING ] >> HELLO, BANK CREDIT UNION. HOW MAY I ASSIST YOU? >> HELLO. I JUST RECEIVED A TEXT MESSAGE INFORMING ME THAT I MAY HAVE BEEN A VICTIM OF FRAUD. I'M CALLING TO DISPUTE ANY CHARGES THAT MAY BE LINKED TO MY ACCOUNT. >> SURE. FIRST I NEED TO GATHER SOME INFORMATION FROM YOU SO I CAN PULL UP YOUR ACCOUNT. PLEASE START WITH YOUR NAME AND ACCOUNT NUMBER. >> NOW THAT SMARTPHONES AND OTHER HANDHELD DEVICES ARE BECOMING MORE COMMON, BANKS ARE NOW GIVING THEIR CUSTOMERS MORE OPTIONS IN COMMUNICATING WITH THEM. YOU HAVE BANKING APPS, EMAIL NOTIFICATIONS, OR ACCESSING YOUR ONLINE BANK ACCOUNT VIA YOUR SMARTPHONE OR TABLET. HOWEVER YOU CHOOSE TO COMMUNICATE WITH YOUR BANK OR CREDIT CARD COMPANY, PLEASE BE CAUTIOUS. IF YOU BELIEVE YOU HAVE RECEIVED A SUSPICIOUS TEXT MESSAGE, EMAIL, OR TELEPHONE CALL, USE THE TELEPHONE NUMBER LISTED ON THE BACK OF YOUR CARD TO CONTACT A CUSTOMER SERVICE REPRESENTATIVE, OR LOG INTO YOUR ONLINE BANKING OR CREDIT CARD ACCOUNT ACTIVITY TO REVIEW IT YOURSELF. IT DOESN'T MATTER IF THE INDIVIDUAL IS AGE 30 OR 85. ANYONE CAN BE A VICTIM OF FINANCIAL FRAUD. BUT THE MORE INFORMED YOU ARE, THE BETTER YOU'LL BE ABLE TO PROTECT THOSE YOU SERVE AND LOVE. YOU'LL BE AMAZED TO KNOW THAT OLDER AMERICANS ARE LOSING AT LEAST $2.9 BILLION EVERY YEAR TO PEOPLE WHO TAKE ADVANTAGE OF THEIR VULNERABILITIES, AND THAT'S ONLY FOR THE CASES THAT ARE ACTUALLY BEING REPORTED. SO YOU MIGHT BE ASKING YOURSELF, WHO'S DOING THE VICTIMIZING? IT COULD BE ANYONE. MOSTLY STRANGERS, BUT A REALLY HIGH PERCENTAGE OF THESE CRIMES ARE COMMITTED BY A FAMILY MEMBER, FRIEND, OR NEIGHBOR OF THE ELDER OR VULNERABLE ADULT. AND AS OUR BABY BOOMERS LEAD LONGER LIVES, THE NUMBER OF OLDER AMERICANS WILL ONLY INCREASE. LIKEWISE, FINANCIAL FRAUD AND ABUSE WILL CONTINUE TO BE OF GREAT CONCERN. IT'S IN OUR BEST INTEREST TO LEARN MORE SO WE CAN STOP THIS KIND OF ACTIVITY IN ITS TRACKS WHENEVER POSSIBLE. SO WHAT EXACTLY IS ELDER FINANCIAL ABUSE? >> THE NATIONAL COMMITTEE FOR PREVENTION OF ELDER ABUSE IN CPEA DEFINES ELDER FINANCIAL ABUSE AS A BROAD SPECTRUM OF CONDUCT, INCLUDING: TAKING A VULNERABLE ELDER'S MONEY OR PROPERTY; FRAUDULENTLY SIGNING FOR ELDERLY PEOPLE OR FORGING THEIR SIGNATURES; DECEPTIVELY COERCING OR USING UNDUE INFLUENCE TO GET AN OLDER PERSON TO SIGN A DEED, WILL, OR POWER OF ATTORNEY; TAKING OR USING AN OLDER PERSON'S PROPERTY OR POSSESSION WITHOUT PERMISSION; PROMISING LONG TERM, EVEN LIFELONG CARE IN RETURN FOR MONEY OR PROPERTY AND THEN NOT FULFILLING THE PROMISE; USING DECEPTION TO GAIN A VICTIM'S CONFIDENCE, ALSO KNOWN AS CONFIDENCE SCAMS OR CONS. FINANCIAL FRAUD IS NOT LIMITED TO JUST ELDERS. ANYONE CAN FALL PREY TO FINANCIAL ABUSE. AS A REPRESENTATIVE PAYEE, YOU'RE RESPONSIBLE FOR INDIVIDUAL'S FINANCES, SO BE PROACTIVE. ORGANIZE YOUR FINANCIAL AFFAIRS. MAKE A LIST OF FINANCIAL CONTACTS. MONITOR SIGNS OF ISOLATION, OR IF THE INDIVIDUAL HAS SUFFERED A RECENT LOSS OR HAS PHYSICAL OR MENTAL DISABILITIES. BE SPECIFICALLY VIGILANT IF THE INDIVIDUAL IS UNFAMILIAR WITH HIS OR HER FINANCES OR HAS FAMILY MEMBERS WHO ARE STRUGGLING FINANCIALLY OR HAVE SUBSTANCE ABUSE PROBLEMS. LOOK OUT FOR FINANCIAL MISHANDLING, WHICH CAN INCLUDE ANYTHING FROM THE USE OF PROPERTY OR BELONGINGS WITHOUT PERMISSION, TO PERSUADING SOMEONE TO SIGN A DEED, WILL, OR POWER OF ATTORNEY THROUGH DECEPTION OR COERCION. AND IF YOU NOTICE ANY SUDDEN CHANGES IN THEIR HEALTH, SOCIAL LIVES, OR SPENDING HABITS, ASK ABOUT THE REASONS FOR THE SHIFT IN BEHAVIOR. >> AND THE BEST WAY TO PROTECT THE INDIVIDUALS IS BY BEING INFORMED. THE "HANDS ON BANKING'S" WEBSITE PROVIDES YOU WITH LOTS OF RESOURCES FOR VULNERABLE ADULTS AND SENIORS. YOU CAN FIND INFORMATION ABOUT THE BASICS OF BANKING, MONEY MANAGEMENT, RESOURCES FOR PROTECTING INDIVIDUALS, SELF-PACED TRAINING COURSES, HELPFUL RESOURCES ABOUT WHO TO CONTACT IF YOU SUSPECT FRAUD OR ABUSE, AND MUCH, MUCH MORE. IT'S REALLY IMPORTANT TO BE INFORMED IN AN EFFORT TO PROTECT THOSE YOU SERVE, FRIENDS AND FAMILY, AND EVEN YOURSELF, WHICH WILL ENSURE THAT WE ALL HAVE RESPONSES LIKE THIS. [ PHONE RINGING ] >> HELLO. >> HELLO. IS THIS MARY WILLIAMS? >> YES, HOW CAN I HELP YOU? >> MY NAME IS SCOTT SMITH, AND I'M CALLING FROM BANK CREDIT UNION TO MAKE YOU A SPECIAL OFFER. BASED ON A RECENT REVIEW OF YOUR OUTSTANDING HISTORY WITH US, WE'D LIKE TO OFFER YOU OUR NEW 0% INTEREST CREDIT CARD WITH A CREDIT LIMIT OF $2,000. >> OH, THAT'S WONDERFUL. >> MA'AM, WE STRIVE TO KEEP OUR MOST LOYAL CUSTOMERS HAPPY. HOWEVER, IN ORDER TO GUARANTEE THAT YOU DO NOT MISS OUT ON THIS OFFER, ALL YOU NEED TO PROVIDE IS YOUR BIRTH DATE, ADDRESS, AND YOUR BANK CARD NUMBER. >> YOU'RE ASKING ME TO GIVE YOU MY DATE OF BIRTH, ADDRESS, AND BANK CARD NUMBER? YOU SHOULD ALREADY HAVE THIS INFORMATION. MY SISTER ADVISED ME TO NEVER GIVE MY BANKING INFORMATION TO ANYONE OVER THE PHONE. SO THANK YOU, BUT NO THANK YOU. >> THIS IS JUST ONE EXAMPLE OF HOW TO HANDLE TELEPHONE SCAMS. FOR MORE INFORMATION AND RESOURCES, THE "HANDS ON BANKING" WEBSITE HAS GREAT TIPS AND TOOLS FOR INTERACTING WITH THE BANKING COMMUNITY. I HAVE JUST GIVEN YOU A GLIMPSE OF THE RESOURCES THIS SITE HAS TO OFFER. FOR MORE INFORMATION ABOUT HOW TO PROTECT VULNERABLE ADULTS AND SENIORS FROM FINANCIAL EXPLOITATION, FRAUD AND ABUSE, VISIT WWW.HANDSONBANKING.ORG. ALSO AVAILABLE IN SPANISH. YOU CAN LOG ON BY USING YOUR COMPUTER, TABLET, OR SMARTPHONE. WELL, WE HOPE YOU ENJOYED THIS TRAINING.