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By Liz Pechloff, Wodonga Real Estate Best Agents
The qualities that make someone good at real estate are often the same ones a scammer is counting on. Being responsive, building trust and moving quickly on behalf of a client are essential to keeping things on track. But when there is pressure to act quickly, those same qualities can make it harder to stop and question a request that appears legitimate. When things get busy, it becomes even easier for important details to be overlooked.
This spring at Wodonga Real Estate Best Agents, activity across our business has kept our team engaged, with high demand in the rental market keeping our property managers particularly busy. It has been a valuable reminder that the need for secure processes does not stop at the sale. Property management also involves sensitive information and payment details, making security just as important across that side of the business.
Whether we are managing a sale or a tenancy, the principle is the same: secure processes need to hold, even when the pace changes.
Busy periods bring more emails, transactions and competing priorities, making it easier for details to be overlooked, follow ups missed or compliance requirements completed incorrectly. With multiple transactions happening at once, it is important to slow down when needed, follow the correct processes and double check information.
This is where good systems and processes become particularly important; one that works when things are calm needs to work when the pressure is on. Using technology effectively, prioritising tasks and staying organised can help teams manage busy periods without compromising service or overlooking potential red flags.
Communication is central to this, and staying on top of it gives our team a stronger foundation for recognising when something does not look right. It also helps us maintain a good client experience when things get busier, ensuring they feel informed, valued and confident that their property or enquiry is receiving the attention it deserves.
For us, security remains part of our everyday processes, no matter how busy we are. We stay alert to unusual requests, verify information where necessary and make sure sensitive client information is only shared with the appropriate people. This includes double checking bank account details and communicating with the team if something does not seem right, to help us identify potential issues early and avoid security risks. If we are unsure about something, we seek assistance from our office manager or our IT department.
These may seem like simple steps, but that is exactly why they matter. Security should not depend on someone remembering to act differently under pressure; it should be built into the way an agency already operates. The strongest security process is one the team can follow consistently, even on its busiest day.
As we have become more aware of the scams facing real estate agencies, we are more cautious about how we handle sensitive information and payment details. Requests for bank account details, as well as providing clients with our trust account details, are always completed through a secure platform rather than email. If a client or solicitor provides bank account details by email, we contact the client directly and verify those details before arranging any payment.
It is an extra step, but an incredibly important safety net. A fraudulent request does not always look suspicious, which is why verification should never depend on how legitimate something appears.
Buying or selling a home is one of the biggest financial milestones in a person’s life, and property management also involves sensitive information, personal details and financial transactions. In both areas, our clients trust us to handle these things responsibly. That trust is built not only through how responsive and organised we are, but also through how we protect their information behind the scenes.
That brings me back to where I started. The instinct to move quickly for a client is one of the best things about this job, but it is also what a scammer can rely on. Good systems and processes allow us to be both responsive and careful, without one coming at the cost of the other.
The pace of real estate will always change with the season. Cyber Security Awareness Month is a timely reminder to check that our approach to security does not change with it.
About Liz Pechloff
Liz Pechloff is a long-standing member of the Albury/Wodonga real estate community, having built her career in the industry since 2000. Starting in reception before progressing into sales administration, Liz has developed extensive experience across the day-to-day operations of a real estate agency. Today, she is Office Manager and Sales Administrator at Wodonga Best Real Estate Agents, supporting the agency’s sales team and broader operations.