Anthony LaFaziaCEO, Atlantic Training · CEO at Atlantic Training | EdTech & Safety Compliance Leader

Fraud Defense: Applying the Detect, Respond, and Mitigate Protocol

8 Jun 2026 · 2 min

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1:51

In this instructional video, speaker Anthony LaFazia outlines a three‑step protocol for frontline staff to handle suspected identity fraud or theft. The protocol—Detect, Respond, Mitigate—guides employees through verification (second ID, challenge questions), decisive operational actions (refusing account opening or card issuance, stopping transactions, notifying management, logging the event), and damage‑control measures (closing compromised accounts, reassigning numbers, resetting credentials, and potentially filing regulatory reports such as a Suspicious Activity Report). The speaker emphasizes calm, rule‑based communication with the customer, escalation to managers/compliance, and the importance of stopping immediate loss while raising an alarm for higher‑level decision‑making.

Chapters

Okay, so you've spotted a red flag. The ID looks weird. The SSN comes back as deceased. Now what? Don't panic, and please, don't try to be a hero and detain the guy or gal. We follow a simple process: detect, respond, mitigate. First, detect. Verify what you're seeing. Ask for a second form of ID. Ask them a "challenge question" that only the real customer would know, like the amount of their last monthly payment. If they get defensive or suddenly "remember" they left their wallet in the car and need to leave, that's detection. Second, respond. If you can't resolve the issue, do not open the account, do not issue the new card, stop the transaction. Politely tell the customer, "I'm sorry, but because of federal security regulations, I need some more information before we can proceed." You don't have to accuse them of being a criminal; blame the rules. Then, notify your manager or your compliance officer immediately. We need to log this event. Finally, mitigate— this means stopping the damage. This might involve closing the hacked account, assigning a new account number, or changing passwords and security codes. If you detect identity theft or fraud, your manager will determine the next steps. Depending on your organization type, this might involve filing specific reports with regulatory agencies, like a Suspicious Activity Report if you are a financial institution. But that is a management decision. Your job is to stop the immediate bleeding and raise the alarm.