we don't call customers to let them know they have an incoming wire, it posts to their account and they can view the details in OLB, and we mail a copy of the wire. Commercial customers also get an advice via COLB or email that they can view (yes, details in email are redacted but it provides enough info and if they need more they sign in to COLB and view actual wire).
for outgoing where the customer has come into the branch to sign in person, we call back for 2 reasons - 1) wire is over a set threshold, where we call every single wire over that threshold for validation, they are told this when they initiate the request in the branch, and 2) first time recipient for the wire over a certain amount (it is different than the amount in #1). we started doing this as we were seeing more instances of BEC fraud, romance scams, and others scams that target the elderly. We ask specific questions that help us determine if the wire request was legitimate or if we think our customer is getting scammed.
It takes a little longer for outgoing wires, but we have also stopped significant fraud by doing such.
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