Pause as a Service: Turning Fight, Flight, Freeze into Protection w/ Jen Lamont

Host Hailey Windham and guest Jen Lamont tackle the crucial topic of creating pauses to prevent fraud in financial transactions. The conversation centers around the concept of "pause as a service," exploring how momentary interruptions can be the key to protecting members from falling victim to scams. Jen shares her expertise on training frontline staff to recognize signs of fight, flight, or freeze responses in potential victims and guides listeners through effective strategies to help members move into a state of clarity. The episode covers a wide range of practical tools, from scripting and policy implementation to physical space utilization and emotional support for both staff and members. Hayley and Jen also discuss the importance of follow-up care for scam victims, sharing valuable resources and insights on reducing shame and empowering members to protect themselves in the future. The conversation culminates in a lightning round of essential tips, including must-have scripts for tellers, key metrics for proving the value of pause strategies to leadership, and powerful messages for victims. This episode is an invaluable resource for anyone in the financial sector looking to enhance their fraud prevention tactics and create a culture of protection within their institution. Tune in to gain actionable insights that could make the difference between a member falling victim to a scam or walking away protected.