Noor Azlin: A BITIZEN Hero Fighting Against Financial Scams At Bank Islam, protecting our customers’ finances is more than a responsibility—a commitment the Bank upholds with unwavering dedication. In 2024, our vigilance and proactive measures prevented RM43.8 million in potential losses due to scams. Among these remarkable efforts is the exceptional attentiveness and dedication of Noor Azlin Mohd Razali, Assistant Branch Manager of the Taman Bukit Indah branch in Johor. Noor Azlin encountered a customer planning to transfer nearly half a million Ringgit for a land purchase. During her routine Customer Due Diligence (CDD) checks, she observed subtle but telling signs: the customer’s nervous demeanour and inconsistent explanations about the transaction. Trusting her instincts, Noor Azlin temporarily halted the withdrawal, citing insufficient documentation. She took the time to educate the customer about financial safety. She explained the common scam tactics and emphasised the importance of having proper legal agreements before proceeding with a substantial financial transaction. The customer returned to the branch the next day, grateful for Noor Alin’s intervention and realising she narrowly avoided falling victim to a scam that could have caused her financial and emotional distress. Reflecting on the incident, Noor Azlin shared, “Spotting potential scams and educating our customers about them is a responsibility I take very seriously. Implementing due diligence is not just an obligation but a crucial responsibility and trust we are given. I believe trust is a significant responsibility, and Insya-Allah, Allah will guide us through it.” She further emphasises the importance of educating customers in simple terms, ensuring they understand the necessity of due diligence and are aware of various scam tactics. In November 2016, while she was attached to the Pasir Gudang Branch, she also prevented another scam attempt involving RM386,000. A woman, accompanied by several men, tried withdrawing money from a newly opened savings account. Noor Azlin noticed suspicious signs during the CDD, including a matching transaction at another branch. Trusting her instincts once again, she delayed the withdrawal. She promptly made a report and contacted the police, preventing a significant financial loss. Her instincts and extraordinary actions exemplify the importance of proactiveness in protecting customers from financial fraud and building a more secure financial ecosystem. Her story highlights the importance of attentiveness, empathy, and commitment in safeguarding our customers' trust. Bank Islam continues to remain steadfast in its dedication to scam prevention. We combine advanced technology, rigorous staff training, and educational programs to empower our employees and customers to navigate the challenges in the financial landscape. 75 w w w . b a n k i s l a m. c o m 01 02 03 04 MD&A – STRATEGIC REVIEW 05 06 07 08 09
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