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How can customer support operate without knowing anything about the customer?
Isn't the whole point of crypto to keep PII out of it completely? If not, what is all this non-sense for exactly, other than the typical goals of pyramid schemes?
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How are you going to vet people to find out if they're vulnerable to bribery? Offer them a bribe during their probationary period, during which they only have access to fake customer data?
You can do a background check, but the reality of the matter is that you pay citizens a living wage to do the work instead of offshore it into a country that pays pennies. Bank tellers can take thousands out of the vault at any time and yet it seems it’s not a very big issue.
For example at many banks the teller might need to get manager approval for some cash withdrawals, even for seemingly smaller amounts of money. Despite what it may seem, it's not because of some distrust towards the client but a safeguard against internal fraud.
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It's probably hard to keep call-center workers bribe-proof.
Let me add to your statement. It is hard to keep call center workers bribe-proof WHEN they are paid peanuts AND they are working for a company that is in an extremely high risk business of managing crypto.
alternatively limit the roles and what the offshore people are able to do, but then any escalation means domestic people, which brings us back to "well at that point just use AI to automate easy tasks"
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You mean like in the USA? > ...bribed AT&T employees at a call center in Bothell, Washington, to "use their network credentials and exceed their authorized access to AT&T's computers to submit large numbers of fraudulent and unauthorized unlock requests on behalf of the conspiracy and to install malware and unauthorized hardware on AT&T's systems," according to the indictment. https://abcnews.go.com/Politics/att-empl…
Not sure how bribing employees to unlock phones early is comparable to defrauding elderly people.
> ..install malware and unauthorized hardware on AT&T's systems
That's not as harmless as unlocking phones early. A major carrier that has access to texts, geolocations, and call logs being hacked like that is extremely concerning.
The article keeps saying overseas employees or contractors, but isn't more specific on who Coinbase entrusted with this sensitive customer PII. The bottom line is Coinbase didn't adequately secure sensitive customer information, and it was leaked. Not, "Gosh, 'overseas' people, what can ya do?"
It's probably hard to keep call-center workers bribe-proof.
Earlier quoted context omitted.
How can customer support operate without knowing anything about the customer?
You know how your bank asks you to verify details when you call? Without the right details the customer support people don’t get entry into the customers account details. Banks have been doing this for 30+ years..
“Give a man a gun and he can rob a bank, but give a man a bank, and he can rob the world.”
The article keeps saying overseas employees or contractors, but isn't more specific on who Coinbase entrusted with this sensitive customer PII. The bottom line is Coinbase didn't adequately secure sensitive customer information, and it was leaked. Not, "Gosh, 'overseas' people, what can ya do?"
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Earlier quoted context omitted.
Let me add to your statement. It is hard to keep call center workers bribe-proof WHEN they are paid peanuts AND they are working for a company that is in an extremely high risk business of managing crypto.
correct, but what's the alternative? they're paid peanuts because it's not exactly the kind of job you ever pay out the wazoo for. the only thing that comes to mind if I'm Brian Armstrong is going all in on AI bots that can get to 90% of the way there (maybe 95%) and then have domestic based humans that are paid more with (presumably) a less probability of being bribed. but realistically, the only way to stop somethi…
The article keeps saying overseas employees or contractors, but isn't more specific on who Coinbase entrusted with this sensitive customer PII. The bottom line is Coinbase didn't adequately secure sensitive customer information, and it was leaked. Not, "Gosh, 'overseas' people, what can ya do?"
It's probably hard to keep call-center workers bribe-proof.