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Customer Service Fraud Detection and Prevention


Gain an understanding of the characteristics of customer service fraud in the workplace and what you can do to mitigate against it.

The global pandemic changed the way we do business and interact with our customers in today's landscape. With more and more corporations either outsourcing their customer service function to a third party or moving the function altogether off-shore, the environment for fraud schemes is ever evolving. This topic will help the professionals responsible for corporate compliance have a better understanding of the common fraud schemes in the customer service space and provide insights into identifying common red flags.



Rudolph Escarne

Rudolph Escarne


  • A director in PwC’s Forensics Technology Solutions practice (FTS)
  • Recognized as a specialist in dealing with vast amounts of data and has 12 years of technology experience; within the technology practice, he brings a unique blend between technology experience and fraud detection and have assisted several Fortune 500 companies with analyzing datasets from various enterprise resource planning platforms such as SAP, Oracle and Deltek
  • Experience includes performing analytical-based investigations related to fraud allegations and economic crime investigations
  • Extensive experience working with external legal counsel on regulatory and legal matters; he has significant experience working with international clients and helping clients leverage technology to support litigation, corporate disputes, regulatory compliance, and electronic discovery projects
Marc E. Filer

Marc E. Filer


  • A director in PwC’s Investigations & Forensic practice and has approximately 16 years of forensic accounting experience
  • Focusses on anti-corruption/FCPA matters, including internal investigations, compliance program assessments, and due diligence
  • Has also managed financial accounting and fraud investigations, anti-money laundering investigations/lookbacks, and dispute analysis/expert witness cases
  • Has worked on matters in over 30 countries and gained experience in pharmaceutical/medical products, manufacturing, industrial products, retail and consumer, hospitality, and the technology industries
  • A licensed Certified Public Accountant (CPA) in Ohio, Virginia, and Washington. D.C.; he is also a Certified Fraud Examiner, Accredited in Business Valuation (ABV), and Certified in Financial Forensics (CFF)
  • M.B.A. degree, Georgetown University; B.A. degree, Ohio University

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