March 21
Customer Service Excellence

Christie Drexler & Josh Collins

Customer Service Excellence
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

April 18
BSA: Red Flags & SARs

Dianne Barton

Coming Soon

May 9
Understanding UDAAP & FCRA

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.

September 12

Frontline Defense: IT Security Fundamentals for Bankers

Beth Sumner

Equip yourself with the vital knowledge of IT security tailored for the frontline warriors of community banking. This compact and practical course demystifies the core concepts of information security and cybersecurity, empowering you with the tools to guard your institution's most valuable data.

What You'll Learn: 

- Cybersecurity in Banking: Grasp the basics and understand why protecting information is critical for customer trust and legal compliance.

- The Security Essentials: Discover the CIA triad—Confidentiality, Integrity, and Availability—and why these principles are fundamental to every action you take in your role.

- Regulatory Landscape: Get to grips with the Gramm-Leach-Bliley Act (GLBA) and how it shapes your responsibilities in protecting customer information.

- Your Role in Security: Learn about the specific, actionable roles and responsibilities you have in your bank's cybersecurity efforts.

- Recognizing Threats: Identify common threats such as phishing and social engineering. Learn simple, effective strategies to counter these risks.

October 24
Reg CC & Check Fraud Coming Together

Kristin Harville

As instances of check fraud and various other forms of fraud rise, there is a growing demand for financial institutions to understand the circumstances under which they can retain deposited funds for longer than allowed by the Expedited Funds Availability Act,  Reg CC. Programs within financial institutions, aimed at combatting fraud and minimizing related losses, require significant resources to be successful. During this session we will look at ways to help your institution succeed with combating fraud.

November 7
Security & Privacy

Instructor to be announced 

Coming Soon

 CBA’s Education Committee would like to invite our banks to participate in Georgia’s only frontline training series. Each of the six sessions will cover the necessary training topics to provide knowledge, skills and insight to successfully serve your customers. The frontline focused training series will support functional job responsibilities, compliance, combating fraud and maintaining sound banking practices. The teaching methods and resources that will be shared will support results-oriented training for community banks. 

Session Schedule
All 6 sessions will run on this schedule:
4:00pm – Log ins Begin
4:30pm – Program Begins
6:00pm Program Adjourns

Pricing:
2024 CBA Member Series Price - $2000
2024 CBA Compliance Package Special Price - $1500

Registration includes unlimited banker participation plus 60 days access to the session recording following the program.

 Frontline Series Package Disclosures

  • Banks who choose pre-paid packages & early bird special pricing, will understand the following:
  • Prepayment is required by the designated deadline – January 30, 2024.
    • Price increases $500 after January 30, 2024
  • No Program substitutions or cancellations. Employee substitutions are welcome.
  • Banks are responsible for registering for each program benefit.

Frontline Training Learning Goals include:

  • Increase the knowledge that frontline community bankers need for everyday success using practical examples of daily responsibilities and situations.
  • Enhance job performance by increasing knowledge of banking best practices. 
  • and more…

Throughout the program, we will focus on:

  • Roles & Responsibilities of Community Bank frontline employees
  • Real world examples and activities that bring the information shared to your lobbies and offices
  • Delivering effective training that will support frontline policies and procedures

Who Should Attend?
Frontline community bankers including, Tellers, Customer Service Representatives, Branch Managers, Universal Bankers and Personal Bankers.

Frontline Series Speakers

Beth Sumner
Beth Sumner
VP Customer Success at Finosec, Information Security Finosec
IT Security & Combatting Cyber Fraud
Christie Drexler
Christie Drexler
Partner Drexler Consulting, LLC
Customer Service Excellence
Dianne Barton
Dianne Barton
President Performance Solutions Inc. (770)423-0240
BSA: Red Flags & SARs
Josh Collins
Josh Collins
Instructor Drexler Consulting, LLC
Customer Service Excellence
Kristin Harville
Kristin Harville
Performance Solutions Inc.
Reg CC & Check Fraud Coming Together
Melissa Blaser
Melissa Blaser
Wipfli
Understanding UDAAP & FCRA