Social hackers who try to extract sensitive information from customers via phone, email, chat or social media and then abuse it. Also called “social engineering. The ABN AMRO Mortgage Group could easily become the target of this form of cybercrime. The organization decided to teach its employees how to hack in order to further protect their customers. In a controlled environment, employees went about hacking their own colleagues.
Increase cyber awareness
The ABN AMRO Mortgage Group manages the personal data of an awful lot of customers. The organization considers it of utmost importance to handle this sensitive information properly. The topic of cybersecurity is therefore high on the agenda. The financial institution is investing heavily in technical security solutions while also recognizing the important role employees play in making the organization cyber resilient.
Increase resilience
ABN AMRO Mortgage Group undertakes many activities to raise awareness of the importance of working safely among its employees. Business Consultant Michael Bosman explains: ‘With increasing digitalization, and with it increasing cybercrime, it is important that employees are aware of the techniques and underlying psychology used by cybercriminals. Nowadays we see hackers using social engineering techniques a lot.’ Senior Information Security Officer Mart Perrels adds, “We think it’s important that our colleagues know how criminals can obtain, modify or delete customer data. With that knowledge, we can prevent social hacks.’
The organization decided to increase the resilience
of its employees by having them participate in Brooklyn Partners’ Social Hack training. In this three-hour training, employees first learn how social hacking works (theoretically). Next, participants experience the practical operation and impact of social hacks by actively experimenting on their own during the training. Finally, using everyday communication tools, they attempt to hack their own unsuspecting colleagues. This is done in a fully controlled environment.
Behavior change and process improvement
“We chose Brooklyn Partners because we really felt they could help us further with our request to make employees aware of social engineering. Perrels says that the Social Hack trainings have done a lot for the organization: “In my opinion, the trainings have led to a change in behavior among the employees. Bosman agrees: ‘Our colleagues are now well aware of the techniques and psychology that social hackers work with. They are aware how sensitive certain personal information is and what the risks are if you don’t handle it safely.’
At the end of the Social Hack training, participants take a critical look at their daily working methods and see where safer working is possible.’ ‘With the new insights from the Social Hack training, we have now implemented a large number of IT and process improvements,’ Perrels said.
Strong
ABN AMRO Mortgage Group is also enthusiastic about the collaboration with Brooklyn Partners. Bosman: ‘The training sessions took place at our own locations. ABN AMRO Hypotheken Groep’s role was facilitating: providing customer cases and reserving rooms. In doing so, Brooklyn Partners was willing to think along with us in all areas.’ Perrels: ‘The content part of the training was provided entirely by Brooklyn Partners. By using real-life examples, they knew how to make the training applicable and eloquent for our colleagues. They are very knowledgeable and bring all the information in an energetic, coaching and interactive way. They do that very strongly.
Social Hack training from Brooklyn Partners
During the Social Hack Training, employees of a customer contact center, for example, dive into the life of a social hacker. Koen van Nistelrooij, ethical and social hacker at Brooklyn Partners, says: ‘Participants learn how a social hacker thinks, how he influences people and how he attacks. By recognizing patterns, employees can prevent hacks and stop hacking attacks.’ Prior to the training, Brooklyn Partners hosts a client workshop to gather organization-specific information that can be used in the training. By working with specific examples and practice situations from one’s own organization, the training fits perfectly with the employees’ perceptions and the information arrives faster. Thus, the customer gets a premium solution to one of the major challenges in today’s society.
