Enterprise bank: building an evidence trail for high-risk inbound calls
A financial services group needed defensible records when customers reported spoofed numbers—not just “we checked the logs” but artefacts compliance could file with partners.
Challenge
Phone-based social engineering was rising. Internal security could see signalling metadata, but assembling a packet regulators and telco partners would accept required screenshots, timelines, and repeatable procedures—without exposing customer PII more than necessary.
Approach
The team used manual verification workflows to place controlled test calls, capture screen evidence where the product allowed, and store outputs with consistent labelling. SMS testing complemented voice cases for OTP and messaging abuse patterns.
Outcome
- Investigations that previously took days to document now close in hours for standard patterns.
- Partner escalations include a clearer evidence bundle, improving time-to-triage with carriers.
- Training for L1/L2 analysts improved because everyone follows the same verification playbook.
Industry: financial services · Geography: India + Middle East hubs · Team size: security operations & fraud analytics