I would verify the caller’s identity before discussing any information. I would use secure language and avoid sharing personal details in public spaces. Additionally, I would make sure to only access and share data on secure devices and networks. Finally, I would remind customers about keeping their information private and secure after our call.

To protect customer data over the phone, I: Limit Information: I only discuss essential details, reducing sensitive data exposure. Ensure Privacy: I take calls in a private space to prevent eavesdropping. Secure Documentation: I promptly log details on encrypted platforms and shred any handwritten notes. These steps help maintain customer confidentiality and build trust.

Verify, Verify, Verify. Implement a robust verification process beyond just a name or account number. Use knowledge-based authentication questions or a unique pin shared through a secure channel. Never ask for sensitive data (passwords, CC details) unless essential, and never via email or unsecured messaging apps. Equip your team with the knowledge and tools to identify potential phishing attempts and social engineering tactics. Regular training is crucial! Listen for Red Flags. Be wary of background noise or requests to bypass security protocols. If in doubt, politely ask to reschedule the call when the client is in a more private setting.