Customer Service Excellence

March 21

Christie Drexler & Josh Collins

This session focuses on the critical customer service skills that front-line bankers must have to meet customer needs and grow their banks in this rapidly changing era of banking.  Since most bank customers rarely set foot in a branch, bankers must be more creative, proactive, disciplined and service focused than ever to consistently deliver “WOW” service.  Topics covered include:

• The Changing Customer Banking Experience
• Professionalism and Why Front-Line Bankers are Critical to Building a Great Brand
• Effectively Leveraging Word-of-Mouth Marketing
• Communicating with Excellence
• Building Customer Loyalty in a Digital Age
• Moving from Order Taker to Relationship Builder

       ~ Thanks to our Sponsor ~

BSA: Red Flags & SARs

April 18

Dianne Barton

During this session, we'll cover the basics of the Bank Secrecy Act (BSA) for front line staff. We'll delve into identifying red flags that may indicate suspicious activity, using real-world examples to illustrate their significance for your institution. Additionally, we'll provide guidance on effectively communicating information to your BSA Department for reviewing cases of potential suspicious activity.

Understanding UDAAP & FCRA

May 9

Melissa Blaser

How to stay ahead of UDAAP risk in a changing regulatory landscape.
As more and more regulatory change is occurring under the umbrella of Unfair, Deceptive or Abusive Acts or Practices, UDAAP, it’s becoming increasingly important to consider UDAAP in your everyday decision making regarding products, services, customer service practices and third party vendor selection.  While a good regulatory compliance program can reduce the risk of UDAAP violations, a dedicated focus on UDAAP is needed in today’s regulatory environment.  This session will walk you through the evolution of UDAAP, the focus of the CFPB and other regulators, recent enforcement actions and risk management tools to help you assess your UDAAP risk.