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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?"
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?"
[flagged]
Saved dimes on customer support, lost $400m. It's hard to not believe in Karma sometimes.
>On April 12, Coinbase updated their user agreement to take effect TODAY, May 15, with new language about waiving some rights to class action lawsuits and jurisdiction selection.
https://bsky.app/profile/jsweetli.bsky.social/post/3lp7sw647...
Earlier quoted context omitted.
It's probably hard to keep call-center workers bribe-proof.
Pretty sure all the Big Banks use call centers and manage to avoid this.
https://www.americanbanker.com/news/call-centers-and-bank-br... "Call centers and bank branches are major fraud liabilities"
https://www.bai.org/banking-strategies/beating-crooks-at-cal... "Aite Group’s findings that 61 percent of fraud can be traced back to the [call] center are equally concerning, as is its prediction that contact center fraud loss will double by 2020."
Earlier quoted context omitted.
Call center workers who have access PII and financial abilities should probably be vetted a little bit better.
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?
Bank tellers can take thousands out of the vault at any time and yet it seems it’s not a very big issue.
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?"
How can customer support operate without knowing anything about the customer?
Plenty of exchanges don't know their customers, and in fact that is how they get their customers.
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?"
How can customer support operate without knowing anything about the customer?
Earlier quoted context omitted.
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.
Vannia Chatt: https://6abc.com/post/former-citizens-bank-teller-accused-st...
Karen Farrell Tigler: https://www.irs.gov/compliance/criminal-investigation/former...
Stephanie Rose Kilbert: https://people.com/bank-teller-stole-money-while-pretending-...
Derek Aut: https://www.justice.gov/usao-ma/pr/former-bank-teller-arrest... https://www.usatoday.com/story/news/nation/2025/03/28/boston...
Mountee Brown: https://www.justice.gov/usao-md/pr/maryland-bank-teller-plea...
Being US citizens doesn't make people incorruptible. In fact, many other countries are less corrupt than the US. Someone in this very thread reports having witnessed bank tellers getting bribed in one of those countries: https://news.ycombinator.com/item?id=43996765
I've been through a background check designed to screen out people who were vulnerable to bribery. They interviewed my friends and family from the previous several years to find out if I was secretly gay, cheated on my wife, gambled, drank too much, used illegal drugs, or had money problems for some other reason. It took about a year. I think it would be hard for a financial institution to be economically competitive doing that kind of thing with their call-center workers, because their customers can't tell if they're secure or not, just how much their services cost.
There should be an ISO standard with respect to how much power and information that front line customer support agents have. The more information you need, like changing passwords or accessing personal information, should get forwarded to higher level customer support agents with better training and more monitoring. This way you can design customer support experience with as little exposure to security issues as poss…