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.

Frontline Defense: IT Security Fundamentals for Bankers

September 12

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.

Reg CC & Check Fraud Coming Together

October 24

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.

Security & Privacy

November 7

Security Presented by Adam Stephens

At your bank, every employee plays a crucial role in ensuring security. Join us for an informative session where we will empower your frontline defenders with the top 10 essential security procedures & principles. Learn how each of us can actively deter robbery while safeguarding our bank, and team members every day.

Privacy presented by Dr. Kevin Streff

The Gramm-Leach-Bliley Act requires banks to protect the confidentiality, integrity, and availability of data, and front-line staff have been working hard for the past twenty years to understand their requirements. Now, banks must also protect the data privacy of customer information. How does this affect front-line staff? What are the staff’s responsibilities? What is CFPB 1033 and what must the bank do to comply with this directive? This session provides an overview of data privacy to guide the bank and front-line staff in their data privacy responsibilities.