Strengthening the frontline - Voices of support

In a digital landscape where fraud methods are becoming increasingly sophisticated, the Defence Centre Response team is on the front line, working on behalf of the banks to protect their customers. In 2024 alone, the team received 224,001 inbound calls and made 73,626 outbound calls. These numbers reflect a high level of activity – and a great deal of responsibility. 

Tietoevry Banking provides card and account monitoring for over 80 banks. While some banks handle follow-up with customers themselves, all of them rely on Tietoevry’s monitoring services. Financial compensation, where applicable, is handled either by the banks individually or through Tietoevry’s Dispute Services.  

The Response team consists of 40 dedicated professionals working in shifts. They operate in a variety of languages – including Norwegian, Swedish, English, German, and soon also Finnish. The team also includes staff fluent in Danish, Latvian, and Spanish. Working across 9–10 different systems every day, they’re quick to detect emerging trends and fraud tactics – knowledge that’s continuously shared through team meetings and peer learning. 

Technology and people – both essential 

With threats evolving rapidly, close collaboration within the ecosystem of banks and partners like Tietoevry Banking is more critical than ever. 

Tietoevry Banking is a leading provider for the financial services sector in the Nordics and beyond, delivering solutions across core banking, credit, fraud prevention, transactional banking, and wealth management. With over 3,500 experts, the company helps financial institutions improve agility and efficiency.  

The portfolio includes a modular core banking architecture, the #1 digital credit platform in the Nordics, comprehensive financial crime prevention tools, real-time transaction banking in over 50 countries, and leading investment core platforms in Norway and Sweden – available both in the cloud and on-premises. These solutions provide the foundation that enables the Response team to act effectively and with precision – combining technology with the human touch. 

People are at the center of the daily efforts to combat fraud. 

Operations Manager Silje Lilly Fjellstad brings eight years of frontline experience. Response consultant Martine Brasøy Aaseng has worked with the team for 2.5 years. Both describe a demanding, yet meaningful, workday – where human connection is just as vital as technical insight. 

How a typical call unfolds 

Preparing for a conversation with someone exposed to fraud demands as much empathy and life experience as it does process and training. The team enhances its competence daily by learning from each other. When a consultant discovers an effective question for a specific type of fraud case, it’s shared across the team – both informally and during regular team meetings where conversation techniques and practical advice are frequently discussed. 

When hiring new consultants, the focus is not only on technical understanding, but also on finding team members who can meet vulnerable customers with patience, empathy, and confidence. 

“There’s no script, really. It’s about common sense and collective experience,” says Martine Brasøy Aaseng. 

“We always start by introducing ourselves and verifying that we’re speaking to the right person. Then we gently move into the case.” 

Customer reactions vary. Some are frustrated that their card was blocked, others feel we’re interfering in how they use their money. And some simply find it too uncomfortable to talk about their finances. Still, most responses are positive. Customers appreciate that the system is working to catch irregularities or fraudulent attempts. 

Silje Lilly Fjellstad explains that empathy and clarity go hand in hand. 

“Especially in social manipulation cases, we sometimes have to convince someone – in just a few minutes – that the person they’ve been speaking to for months, even fallen in love with, doesn’t exist. That’s incredibly sensitive, and we must communicate with both care and intention.” 

If a customer does not wish to continue the call, the team makes a note of it and refers the case back to the bank for follow-up. 

Two types of calls 

The Response team’s work falls into two main categories, depending on the type of fraud involved: 

Preventive calls: As part of our service, Tietoevry Banking monitors transactions in real-time. If a suspicious transaction is flagged the funds are stopped before leaving the account. In such cases, the Response team contacts the customer directly. Often, the person is unaware they’ve been the target of a scam. The consultant explains what happened and either assists in ordering a new card or guides the customer on the bank’s procedures. 

Post-incident calls: If someone has already been exploited – for example, in cases where we suspect social manipulation scams or phishing – the call requires a high degree of sensitivity. The response team often receives background from the investigation team, including suspected fraud type. This enables consultants to ask the right questions and offer meaningful support. These cases often involve larger sums of money, especially when the customer has been actively manipulated into participating. 

Trust in the age of manipulation 

In a world of deepfakes and voice spoofing, trust is everything. 

“The most important thing is that we never ask for sensitive information,” says Fjellstad. 

“If someone is unsure, we encourage them to hang up and call their bank directly. We see it as a chain of trust – the customer calls the bank, which confirms who we are.” 

“We always encourage customers to trust their gut feeling. If something doesn’t feel right, it’s safer to be cautious,” adds Aaseng.  

Some calls leave a mark 

Many conversations become routine, but some cases stick with you, such as love scams, sextortion, and cases involving elderly victims.  

“It hurts most when it’s the vulnerable who end up losing everything,” says Aaseng. 

“Young boys being blackmailed with intimate photos – it stays with you. And seniors spending their life savings hoping to become crypto millionaires – it’s devastating.” 

She explains that the goal is always to meet customers with respect and compassion – and to help them learn. 

“Some banks maintain internal lists for recurring victims, but for us it’s about awareness: never click on links in messages or emails – always go directly to the website.” 

Fjellstad emphasizes that individuals who fall victim multiple times are not necessarily naive.  

“Phishing fraud comes in waves. If you’ve fallen for it once, chances are you’ll be targeted again.” 

After a fraud case, customers are often issued a new card. Fraudsters know many people feel uneasy about having unpaid bills – so they send more phishing messages, pretending payments are still due. If someone has already clicked on a link and made a false payment, they’re likely to be contacted again – because fraudsters now see them as an easier target. 

Team support and mental resilience 

With so many emotionally charged conversations, support and debriefing are essential. 

“We have a very supportive team culture,” says Fjellstad. “If a call is tough, we talk to a colleague, take a break, or raise it in a team meeting. No one is left to handle it alone.” 

If a customer behaves in an abusive or threatening manner during a call, the bank is immediately notified.  

“We hear each other’s calls and quickly pick up on when someone needs support,” adds Aaseng. 

“There’s always space to share how you’re feeling – or just step away for a moment.” 

All new team members go through the Financial Crime Prevention Academy, which includes two weeks of classroom training followed by one-on-one mentoring. 

“My first call? I was just relieved when it was over,” says Aaseng, laughing. 

“I tend to overthink everything – but there’s a lot of room for learning here. Mistakes are okay. You find your rhythm quickly.” 

“Our work never stops,” Fjellstad concludes. 

“We’re always ready for the next call, the next customer – and to contribute to a safer banking experience for all.”