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Objective: contact the executive admin to the CEO to transfer us to the highest-level strategic fraud exec in the FI.

Reason:  there seems to be a concern about (payments) fraud, and we’d like to talk with the exec that owns the initiative.

Justification to the Exec Admin: a number of lower level people have initiated contact with us, which means there are probably initiatives pending.

Logic:  we don’t want to present something that is contrary to the projected corporate fraud, security, and IT strategies of the FI, and talking to the highest level fraud exec first will allow us to quickly present an appropriate solution.

We’re assuming that at least one of the contacts is a “warm” lead, perhaps having downloaded a white paper, gone to a conference, or having had some sort of “touch” with us.

Begin with the receptionist:

“[CEO’s name]’s office, please.”  <please go find the CEO’s name on the web if it is not in the database>

Opening for Exec Admin to the President/CEO:

“Hi, [first name], this is [your name] from Guardian Analytics, and I’m hoping you can help me out.

“We specialize in fraud prevention solutions for the banking industry.

“A number of people at [name of FI] have been in touch with us.

“I’m trying to reach the highest level executive responsible for (ACH) fraud prevention in order to discuss the initiative that’s driving this interest.

If asked, “What kind of fraud?” simply state, “We have solutions to address online banking fraud, mobile banking fraud, and fraud in both ACH payments and wire transfers (for Kit: ACH payments fraud).

“Can you point me in the right direction?”

Be sure to get the name and title and phone number (including extension) of the person to whom you’re being referred.

If you get the high level executive’s voicemail, please keep “zero-ing” out to find someone on their team.  Please don’t just leave voicemail and move on.

Opening to the Exec:

“Hi [first name], this is [your name] from Guardian Analytics. We specialize in fraud prevention solutions for the banking industry, and a number of people at [name of FI] have been in touch with us.

“That’s usually an indicator that fraud prevention is being discussed at a higher level. [First name], do you have any initiatives on the plate right now to look into this?”

If yes: “Great. I’d like to schedule an online meeting with our subject matter experts to discuss your initiative in more detail.  What does your calendar look like in the next week?”

As you schedule the time, please let them know that in between now and the date of the meeting, they will hear from < Andrea, Steve, Lien, Kristina > to learn more about the initiative, so that <Andrea, Steve, Lien, Kristina> can customize the meeting to their needs.

Ask if there are any more people that should be at the meeting.

If no: “Fraud attacks are constantly evolving. Are you confident that your fraud prevention efforts will meet the challenge?”

If no <they are not confident>: “I think it would be really useful for you to have an online meeting with us and learn more about how our solutions can help you with these evolving threats.”

If yes: “Before I let you go, financial institutions typically use Guardian Analytics for 4 main reasons. Let me take 10 seconds to tell you what they are, to see if any of these resonate with you:”

They recently experienced fraud and needed a new solution to prevent future losses

They hadn’t been hit by fraud but were concerned about addressing new threats and wanted to avoid potential losses and reputation hits.

They needed to be in compliance with FFIEC (Federal Financial Institutions Examination Council) mandates for layered security.

They had manual fraud prevention processes in place and needed to be faster and more effective.

“Are you dealing with any of these four situations right now, or do you suspect you might be?”

If yes, “schedule an online meeting with our subject matter experts to discuss your initiative in more detail”

If no, use the “guru” fallback:

“[Name], we’ve found that situations can change over time. Who would you consider to be your fraud prevention “guru” or expert at [name of FI]? I’d like to talk with them and describe some of the things we’ve been doing with our customers as well as touch base with them periodically to keep them up to date on changes in the fraud landscape. Who would you suggest I speak with?”

Be sure to get the name and title and phone number (including extension) of the person to whom you’re being referred.

Additional Tip:  In most cases, you’ll be asked who’s been in touch. Have your CRM open so you can provide a name or two. If you’re told the individual(s) are no longer there, just say “You know, names change, but situations often don’t.”  Then resume your questioning.

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