When someone becomes a victim of fraud, the emotional and psychological toll can be just as devastating as the financial loss. In many cases, the first person they reach out to is not a loved one or the police but their bank. In fact, 69% of fraud victims contact their bank first. But what happens next is often where things go terribly wrong.

In too many situations, victims are met with call center employees who aren’t trained to understand the psychological impact of fraud. They may be dismissed, misunderstood, or even blamed. And in that moment—already vulnerable, ashamed, and afraid- they are left alone. This lack of empathy and understanding doesn’t just hurt. It re-traumatizes.

As someone who has lived through the dark maze of deception, manipulation, and loss, I know exactly how it feels. Years ago, I was the victim of a highly sophisticated romance scam that left my heart broken, my finances drained, and my trust shattered. But what hurt just as much was the way the world responded to my story. Or rather, didn’t.

Today, I work with banks, CEOs, and financial institutions across the world. They come to me with one crucial question: “How can we support victims better?” That’s why I created S.A.F.E. – Scam Awareness & Fraud Education by Ayleen Charlotte. Because we don’t just need better fraud detection systems, we need better people behind the systems. We need staff who are trained, who understand, and who know how to respond with care and competence when victims reach out for help.

Human trauma requires more than a script

Here are three reasons why staff training is no longer optional, but essential:

1.  Re-traumatization is real, and it happens fast.

Fraud is a form of psychological abuse. Victims are often groomed for months, manipulated, and gaslighted until they no longer trust their own instincts. When they finally realize what has happened, they are overwhelmed with shame. And when they then reach out for help only to be met with skepticism or cold procedure, the trauma deepens. We know that a poor first response can push victims into a downward spiral of isolation, depression, and even further financial risk. Training your team to recognize emotional distress and respond with empathy can make the difference between someone breaking down or beginning to recover.

2.  Most victims contact your staff first.

Banks are on the front line, and the first place most fraud victims turn to for help. Your staff are often the first opportunity for intervention. They are the first human voice the victim hears in the aftermath. That’s a position of immense responsibility and potential impact. A trained staff member can offer validation, support, and guidance. An untrained one can unknowingly cause immense harm. We can’t leave that moment to chance.

3.  We can stop repeat victimization before it happens.

One of the most alarming statistics is that 49% of fraud victims who suffered financial loss experienced it more than once within two years. That means nearly half of victims are falling into the same trap again and again. But this is preventable. When staff are trained to provide the right emotional support, risk education, and follow-up, they can become a protective barrier. They can help the customer spot red flags, rebuild confidence, and avoid future harm. Good staff training doesn’t just help today’s victims, it helps prevent tomorrow’s.

And here’s something else that’s just as important.

When victims feel heard and supported, they are far more likely to share their story. And every shared story helps break the stigma, create awareness, and prevent further harm. We cannot underestimate the ripple effect of a safe, validating first response. A single empathetic conversation can empower a victim to come forward, warn others, or even take legal action. It’s not just about that one moment, it’s about everything that follows.

What does good training look like?

Through S.A.F.E., I’ve designed a training program rooted in lived experience and practical tools. These sessions go beyond checklists. They teach how to listen without judgment, how to recognize trauma, how to communicate with compassion, and how to empower victims with information instead of shame.

We work through real stories. We simulate real calls. And most importantly, we humanize the process.

Because behind every fraud case is a human being. A mother, a son, a small business owner, a retiree. Fraud does not discriminate, and neither should our response.

If we want to truly combat fraud, we need to start with culture change inside the organization. A trained, trauma-informed workforce doesn’t just protect customers, it protects your brand, builds trust, and ultimately saves money in repeat losses, complaints, and reputational damage.

Fraud is evolving. And so must we.

Let’s stop seeing fraud support as a compliance checkbox and start seeing it for what it really is: an opportunity to make a difference in someone’s life at their most vulnerable moment.

I share this not only as a victim, but as someone who has turned her experience into a mission to help financial institutions build stronger, safer, and more humane responses to one of the fastest growing crimes of our time. Let’s train our people to not just detect fraud but to help heal from it.