We're spillin' more tea with Jay Gilling, our VP of Fraud and Loss Prevention, in this extended, "after the camera's cut" episode. We discuss personal experiences and talk briefly about AI and its effects.
Video Transcription Below:
0:09
So my grandmother who's 90, she obviously is not tech savvy.
Yeah.
But, you know, she needs to manage her money. And so I set her up on her iPad to be able to access her account via, you know, her financial places app. And she's able to get in there and look for stuff, but you know the two-step verification, the biometrics, things like that confuse her. And so she doesn't know what that means.
Right.
So she doesn't try to use it.
Right.
That's a roadblock for her. This popped up. I don't know. I'm not doing anything I shouldn't.
But then if that pops up and she gets a call from her financial institution, she'll be like, okay, this is someone who can help me. And then she can fall victim.
But the thing is, is she might not.
She might not.
And then... You never know. She might get a cold call. She might get a person who comes in and says, Oh, well, you know, what's this or what's that? And she gives them that piece they need.
That’s what I meant, like a fraudster call. Pretending to be from a financial institution.
Yeah.
1:26
Well, that's the... we're in an age now where 20 years ago, the seniors were a little bit harder to scam because they weren't as online.
Right.
And now you've got eighty, ninety-year olds. They're on Facebook. You know, they're sharing everything that we're at the reunion, here's the pictures, here's the recipes. You know, they're comfortable putting out all their stuff where they're at, where they went to school, where they live, going on vacation, going to be out of town, like all of that. They're used to putting that out there and seeing that.
And they're using technology in a way that is great, that they can stay connected. They can, you know, if you've got limited mobility, you're not able to go into the branches often, like this is great. This is a perfect tool for you to use.
But the downside of it is, with, you know enough about it to get yourself in trouble sometimes. And I think that's where they just need to stop, slow down, instead of doing it and ask, Should I have done that after the fact?
2:45
Stop…. Ask a family member, ask a friend, ask, you know, bring the iPad to the branch and have the branch manager carve out, you know, 20 minutes to go through the app with you.
Well, this is what this means. Let's make you a cheat sheet.
Yeah.
You know, because most of our seniors, they're not doing super complex transactions online.
Right.
I need to transfer stuff between accounts. I need to send money to my son or daughter every once in a while and, you know, give my balance. And make a cheat sheet, whatever makes sense for you to get what you need done, done.
3:24
But if it turns into something more, a more complex financial transaction that you don't understand, you know, stop and ask first.
I run into that with my parents all the time, as immigrants who don't know that much English.
Right.
Where, like, I think a few weeks ago, was it the UPS? Like, you know, they send you, and my dad was expecting something, and he's like, Well, I got this text. And I was like, It's fake. He's like, But I got it! But it's fake. Don't click anything. Like, don't—
I tell them a thousand times a day, do not click any links you get. And they still come to me.I mean, they haven't clicked anything yet, but they still come to me and they're like, I got a text.
And I'm like, It's fake. Fake, it's fake, it's fake.
4:08
The perfect storm, when you deal with senior members plus, sometimes like the immigrant communities, where they feel like, I ask them for help all the time, or, I don't want to be a burden.
I'll just, I'll do it.
And then you find out after the fact, like, Wait, hold on, what'd you do?
And I always, I just want to stress to them, you know, please ask. People would rather you ask and we help than see you lose money, period. You know, so don't ever feel like you're being a burden, don't ever feel like, I've asked so many times. I don't want them to do it again. I can do it on my own.
If you don't understand, it's your money. We don't want you to lose it. Your family doesn't want you to lose it. Your credit union doesn't want you to lose it.
It's easier for them to ask for help than for you guys to go…for sure…back and try to get them that money.
And there’s no need to feel embarrassed about it.
5:12
This is, unfortunately, the modern world. We're all in this. We're all being attacked at all corners, you know, with bad actors. And so we're all over it. But when you're not used to it, and this is new technology, I mean, the 90-year-olds at your example, think about all the things she has seen in her life.
Right.
You know, from, you know, 1940s to the latest AI video on TikTok that's like completely fake, that's having 20-year-olds who know what AI is and expect AI and they can't tell the difference now?
Yeah.
I mean, if you're 90, it's like... Then it's all real to you. It's all real to you. Yeah, exactly.
So, yeah, no shame in slowing down, for sure.
6:09
Those AI videos get you sometimes. My parents are like, Look at this cool video! And I'm like, It's a dancing cat. It's fake.
All the time.
And they get my brother, and he's four years younger than me. And he's like, ban you believe that this is? And I'm like, That's AI man.
Yeah, I've, you know, I've had a couple that I'm like, let me Google this real quick. It's like, I either want to send this to all my friends.
Yeah.
But I also don't want to look dumb, so let me just double check that. So, yeah, again, like, and I've got some, you know, family members and older coworkers that I'll look on social media and, you know, they love that share button and they share everything. And I'm like, that's fake, that's not real. That's out of context.
And I just want to think, oh my gosh, you know, let me, let me sit them down and say, please don't give your bank account information to anybody. But, you know...
Yeah, I mean...
It’s tough out here.
7:08
Go back to the pencil and paper.
That's right.
I don’t think anybody uses pencil and paper anymore.
You know who's never been hacked?
Pencil and paper guy!
Peach State, Be careful with AI, folks.
Be careful. For sure.
Thank you for watching!
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*Names used in scenarios are fictitious and do not represent any specific incident.