Regulation E – Keeping it Simple for the Bank and for our Customers!

When you think about Regulation E, you may say that it’s anything but simple – too many moving parts!  In this course, our instructor, Lisa Berry, will break down those moving parts in order to truly understand the regulation AND then we can have helpful conversations with our customers. 

Our topics will include:

• Regulation E – a plain language description.
• The bank services Regulation E affects and the disclosures that are required.
• Understanding when unauthorized transactions are covered by Regulation E (and when they are not).
• True stories from audits and examinations – how we can prevent those violations.

We will work through some of those real-life transactions – from the Bank’s standpoint and from the customer’s perspective.

During this session, we will review the basics of the Bank Secrecy Act (BSA) for frontline staff. We will cover specifics for completing a Currency Transaction Report.  What makes the report helpful to the BSA Officer?  What questions do you ask your customer?  Why do you need to fill the form out? 

During our time, we will discuss a couple of red flags that require suspicious activity reporting.  We will look at what best practices for reporting red flags and suspicious behavior to your BSA officer.

This session focuses on communicating with excellence and resolving customer complaints to ensure we build client loyalty. With the continued decline in branch transactions, it is critical that we maximize our opportunities with customers in front of us. Many of those opportunities will be in the form of complaints or a customer needing a banker to help resolve an issue. Topics will include:

• Communication - More than Words
• How to Handle Different Styles of Communication
• Communicating Between Branch Visits
• Be Prepared for Customer Complaints
• Types of Conflict Resolution
• Building Loyalty with Quality Complaint Resolution

What is the Gramm-Leach Bliley Act?  How do banks ensure the privacy of customer information?  What is my role and responsibilities to safeguard nonpublic personal information?  Let’s meet and go over specific questions that you may be asked and how to properly respond and abide by your bank’s privacy policy.

Basics of Negotiable Instruments, focusing on Checks

Frontline Community Bankers will learn:

• The types of negotiable instruments
• The parts of a check that make it negotiable
• The types of endorsements and what to look for
• What the routing numbers are for the state of Georgia (numbers to look for on checks)
• How to apply this knowledge for practicing great customer service & for fraud prevention

Program Description Coming Soon