Tag Archive for: Customer Service

Events

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Breaking: Recent Bank Failures: What Does It Mean to Your Institution? FREE Webinar

Doubtless we’ve all heard by now of the sudden and unexpected closures of Silicon Valley Bank and others last week. You’ve also likely heard federal regulators announced plans to support depositors of the two banks and prop up consumer confidence in the banking industry. What exactly happened here? Are more bank failures expected? What were the actions the regulators took to guarantee the deposits of these banks’ customers?

In this short webinar, we’ll address the problems faced by Silicon Valley Bank and other recently failed banks, and anticipate questions your customers may be asking you. We’ll sort our way through what has happened and ensure you’re prepared with the right information to understand the present situation, as well as address concerns throughout the industry.

What You’ll Learn

  • What has happened so far?
  • Will it happen to other financial institutions?
  • Is the industry in trouble?
  • Regulatory and government responses
  • Impact on FDIC deposit insurance
  • New assessment fee
  • Communication and management
  • What to tell concerned customers
  • Future outlook

Who Should Attend
Anyone in the financial institution that would like an update on current events. Especially front-line personnel who may need to respond to questions from the public.

Instructor Bio
Carl Pry is a Certified Regulatory Compliance Manager (CRCM) and Certified Risk Professional (CRP) who is a Managing Director for Treliant Risk Advisors in Washington, D.C. Through his working career, as well as through his experience as a banking attorney and officer, he has provided a variety of regulatory compliance and financial performance services to financial institutions and other clients throughout the country. He has written extensively regarding consumer and commercial compliance, tax, audit, and financial institution legal issues, and is a frequent contributor to and currently serves on the Editorial Advisory Board for the ABA Bank Compliance magazine. He has spoken at scores of banking, compliance, and state bar associations, and has conducted training sessions for financial institutions across the country.

Registration 

  • Free

 

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BSA/AML & OFAC Compliance: Three Part Series

In this 3-part series, we’ll delve into every aspect of BSA and OFAC compliance, from program expectations, risk assessments, CTRs, SARs, CDD, EDD, beneficial owner rules, and much more. We’ll also talk about where the risk areas are and where examiners are criticizing institutions. Your comprehensive program must be continually updated, and we’ll make sure you have the information you need to meet expectations.

Some people might think that regulatory attention to the Bank Secrecy Act (BSA) had decreased over the past couple of years, given other difficulties and areas of concern, such as fair lending, TRID, HMDA, and UDAP. Think again. With the safety and soundness of the entire industry the focus of news stories every day and many well-publicized enforcement actions, the regulators obviously haven’t eased up. These rules are still very close to being the #1 issue facing compliance officers. This is a timely topic, as provisions of the National Defense Authorization Act (NDAA) promised to change several aspects of the BSA over the coming years, including the Beneficial Owner rules as well as incorporating AML/CFT priorities into institutions’ BSA policies. The rulemaking processes for these changes is already underway.

Included Webinars

  • BSA/AML & OFAC Compliance: Part 1
  • BSA/AML & OFAC Compliance: Part 2
  • BSA/AML & OFAC Compliance: Part 3

Series Details

BSA/AML & OFAC Compliance: Part 1
April 12, 2023, 10:00 am CDT
What You’ll Learn

  • Latest legislative and regulatory developments
  • Valuable resources
  • Purpose of the Bank Secrecy Act (BSA)
  • BSA program requirements, including the 4 (5?) pillars
  • The BSA risk assessment process – critical tool for compliance
  • Factors and methodology of BSA risk assessment
  • Currency Transaction Reporting (CTR) – hotspots and details, including exemptions

BSA/AML & OFAC Compliance: Part 2
April 27, 2023, 10:00 am CDT
What You’ll Learn

  • Suspicious Activity Reporting – the backbone of an effective BSA program
  • Customer Identification Program (CIP) requirements
  • Due diligence responsibilities, including Customer Due Diligence (CDD) – Know Your Customer
  • Beneficial Ownership rules – where we stand now and what will be changing
  • Enhanced Due Diligence (EDD) for high-risk customers
  • Money Services Businesses (MSBs) – a special type of customer
  • Selling monetary instruments for cash – collecting and retaining information
  • Funds transfer recordkeeping – more information collection

BSA/AML & OFAC Compliance: Part 3
May 10, 2023, 10:00 am CDT
What You’ll Learn

  • Information sharing provisions under the USAPA
  • Marijuana and hemp banking
  • Elder abuse
  • Human trafficking
  • Digital currencies and related issues
  • Identifying customers and maintaining proper evidence under CIP rules
  • BSA enforcement and penalties
  • OFAC rules – who and what to screen?
  • Blocked & rejected transactions – what’s the difference and how do I know which to do?
  • Handling sanction programs compliance

Who Should Attend
These rules impact anyone in your institution who has direct dealings with customers, such as Customer Service Representatives and tellers. But others are impacted as well, like loan officers and others who make important customer-related decisions. Compliance officers, auditors, attorneys, and management too will benefit from this information, as well, as they often are the ones who must draft these complex programs, administer them, and audit them.

Presenter
Carl Pry is a Certified Regulatory Compliance Manager (CRCM) and Certified Risk Professional (CRP) who is a Managing Director for Treliant LLC in Washington, D.C. Through his working career, as well as through his experience as a banking attorney and officer, he has provided a variety of regulatory compliance and financial performance services to financial institutions and other clients throughout the country. He has written extensively regarding consumer and commercial compliance, tax, audit, and financial institution legal issues, and is a frequent contributor to and currently serves on the Editorial Advisory Board for the ABA Bank Compliance magazine. He has spoken at scores of banking, compliance, and state bar associations, and has conducted training sessions for financial institutions across the country.

Registration Options

Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts $769

  • Available Upgrades:
    • 12 Months OnDemand Playback + $280
    • 12 Months OnDemand Playback + CD + $370
    • Additional Live Access + $255 per person
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Demystifying Trusts: A Guide to Establishing Deposit Account and Loans

This webinar will provide attendees with information on doing business with trusts, including the best practices in establishing deposit account and loan relationships.

Financial institutions are required to complete transactions for customers who have created revocable and irrevocable trusts. To protect your financial institution’s interests when using these documents, it is imperative to understand the basic do’s and don’ts. This presentation will provide financial institution personnel with best practices to use when dealing with these complex legal documents. It does not provide detailed information on any particular state’s laws.

What You’ll Learn

  • Differences between revocable and irrevocable trusts
  • What it means when a trust is called a “living trust” versus a “testamentary trust”
  • How to establish the relationship, including changing titles and performing transactions (loans or deposits)
  • What are the issues when there are co-trustees for the trust
  • When can a successor trustee do business for the trust
  • The relationship between power of attorney documents and the trust documents
  • Trusts as a safe deposit boxholders
  • What happens when a trust co-owns an account with another trust (or person)

Who Should Attend
Financial institution employees involved with opening new accounts, deposit or loan documentation, and operations.

Presenter
Terri D. Thomas, JD is the Director of the Kansas Bankers Association Legal Department, which specializes in providing compliance and legal assistance to Kansas banks.

Thomas has worked with financial institutions for over thirty-nine years in various capacities. Most notably, she served for fourteen years as in-house legal counsel and trust officer for Bank of America and its Kansas predecessors. She has also served as a trust department manager and branch manager.

Receiving her Bachelor of Arts degree from Kansas State University in 1985, Thomas continued her education at Washburn University School of Law and obtained her Juris Doctor in 1988. She has served as an Adjunct Professor at Washburn University School of Law in Topeka, Kansas and the University of Kansas School of Law in Lawrence, Kansas, and is a frequent seminar presenter for financial associations in the Midwest.

Registration Options

  • Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
  • Available Upgrades:
    • 12 Months OnDemand Playback + $110
    • 12 Months OnDemand Playback + CD  + $140
    • Additional Live Access + $85 per person
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Marketing & Advertising Compliance – 3 Part Series

In this day and age of UDAP/UDAAP, it’s clear that how you say what you say in your advertisements is just as important as what you say. Style matters — you must be clear and conspicuous in your wording so as not to confuse and deceive. If you read enforcement actions related to marketing and advertising carefully, it’s clear what else is being targeted: sales and marketing practices. It’s always useful to learn from others’ mistakes, regardless of your bank’s size or regulator.

With everything happening in the financial services industry, now more than ever it’s important that your advertising and marketing efforts are effective. Moreover, regulator and examiner attention to your advertising and marketing efforts is at an all-time high. Advertising is being looked at in different ways than before. There are standards to observe, especially when it comes to UDAAP (Unfair, Deceptive, or Abusive Acts or Practices). This is a seismic shift in regulatory enforcement, where practices that were perfectly acceptable in years past are now problematic. In the rush to attract new business and keep the clients you have, compliance requirements can easily be missed or ignored.

What can you say in advertisements? What must you say? What can you not say? Many sets of rules govern these questions, and more are on the way. How about your promotional efforts — contacting prospects and customers to let them know what you have available?

This is a three-part webinar series that covers the comprehensive landscape of marketing and advertising compliance requirements. In these webinars, we’ll provide many examples of how the rules apply as well as recommendations on how to deal with all the requirements. We’ll cover not only the UDAP/UDAAP aspects of advertising but also the many technical requirements of the deposits and loan regulations that deal with marketing and advertising. As well, we’ll cover the many marketing program-specific rules that cover campaigns; for instance, what are the rules when you send emails? Use the phone? We’ll also talk about using data and customer information in marketing, such as privacy rules and regulations.

Finally, we’ll also delve into the technical aspects of marketing and advertising: using artificial intelligence, algorithms, and auto-decisioning. We’ll also discuss various media, including social media and digital channels.

As the compliance environment becomes more complex, your marketing department must stay on top of all the rules and regulations. These sessions will help.

Included Webinars

  • Marketing & Advertising Compliance: Part 1
  • Marketing & Advertising Compliance: Part 2
  • Marketing & Advertising Compliance: Part 3

Series Details
Marketing & Advertising Compliance: Part 1
March 2, 2023, 10:00 am CST

What You’ll Learn

  • In-depth discussion of UDAP/UDAAP requirements — attention to unfair, deceptive, and abusive acts and practices (UDAAP). Plus — what may be considered abusive? How can you stay clear of trouble? Don’t miss the forest for the trees.
  • Examples of unfair and/or deceptive advertising
  • Discussion of enforcement actions and UDAP practices, plus recommendations
  • Sales practices and conduct risk — what are the issues? What will examiners look for? How best to be ready
  • Marketing services agreements — attention on third-party activities
  • Native advertising issues
  • Utilizing technology in advertising: algorithms, artificial intelligence, and associated risks
  • What data are you using to create personal advertising? Co

Opening New Accounts: Documentation and Compliance — Personal and POA Accounts
March 27, 2023, 1:30 pm CST

This two-hour webinar focuses on the risks, procedures, best practices, and compliance requirements for opening Personal and Consumer Accounts.

What You’ll Learn

  • Deposit advertising, including Reg. DD requirements
  • Tax reporting issues
  • FDIC official advertising statement requirements — plus updates: what’s coming?
  • Non-deposit Investment Product (NDIP) and insurance sales provisions
  • Rules prohibiting lotteries — what can and can’t you do with drawings and contests?
  • Marketing campaigns — privacy issues and sharing data and information with affiliates and non-affiliated third parties • Prescreening campaigns — FCRA requirements
  • Offering free credit reports
  • Guidance on the use of testimonials in advertising
  • Social media — regulatory guidance and cautions
  • TCPA (Telephone Consumer Protection Act) — Do Not Call requirements, plus related Do Not Solicit issues
  • TSR (Telemarketing Sales Rule) fraud issues
  • Email issues — CAN-SPAM and other concerns
  • Does anyone use faxes anymore? The Junk Fax Prevention Act
  • Online marketing to children — COPPA

Opening New Accounts: Documentation and Compliance – Fiduciary, Trust and Estate Accounts
March 28, 2023, 10:00 am CST

This two-hour webinar will delve into the responsibilities of collecting appropriate documentation, providing ownership options, titling accounts correctly, and allowing proper access to Trust, Fiduciary and Minor accounts not only during lifetime but at the death of a signer as well.

What You’ll Learn

  • Fair Housing Act (FHA) rules — the Equal Housing Lender logo and statement
  • Fair lending considerations in marketing and advertising — what to be aware of and hot spots (such as geographical restrictions/redlining)
  • Digital redlining issues
  • Determining your Reasonably Expected Market Area (REMA), and what this means
  • Truth in Lending/Reg. Z requirements, including additional requirements for mortgage loans
  • Tax deductibility issues
  • SAFE Act disclosure issues

Who Should Attend?
Anyone involved in developing and marketing your institution’s products and services, including the marketing department, compliance officers, auditors, business managers, sales and service staff, and anyone else whose duties involve promotion.

Presenter
Carl Pry is a Certified Regulatory Compliance Manager (CRCM) and Certified Risk Professional (CRP) who is a Managing Director for Treliant Risk Advisors in Washington, DC. Through his working career, as well as through his experience as a banking attorney and officer, he has provided a variety of regulatory compliance and financial performance services to financial institutions and other clients throughout the country. He has written extensively regarding consumer and commercial compliance, tax, audit, and financial institution legal issues, and is a frequent contributor to and currently serves on the Editorial Advisory Board for the ABA Bank Compliance magazine. He has spoken at scores of banking, compliance, and state bar associations, and has conducted training sessions for financial institutions across the country.

Continuing Education Credit Information
Marketing & Advertising Compliance: 3 Part Series has been approved for 7.5 CRCM credits. This statement is not an endorsement of this program or its sponsor. Credits are redeemable for Live attendance only. For questions on certificates, please email support@oncourselearning.com. Certification holders must report these credits at https://aba.csod.com.

Registration Options

  • Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $769
  • Available Upgrades:
    • 12 Months OnDemand Playback + $280
    • 12 Months OnDemand Playback + CD  + $370
    • Additional Live Access + $225 per person
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Personal Banker School

The WBA Personal Banker School will start on Tuesday, May 2, 2023 at 9:00 a.m. and adjourn on Wednesday, May 3, 2023 by 4:00 p.m.  The school will be held at the Holiday Inn in Rothschild.

This school has been designed to get personal bankers up to speed quickly by providing them with the techniques and knowledge they need to successfully sell, cross sell, refer and service the banking industry’s ever expanding list of financial products. Attendees will leave the school better equipped to provide your customers with exceptional product knowledge and customer service.

Curriculum Includes:

  • Compliance Overview – focusing on regulations and laws that every personal banker should know.
  • Account Titling – covering individual and joint accounts, trusts, minor accounts, POAs, PODs, and business accounts.
  • Understanding the Financial Side of Banking – understanding the business of banking and the retail bankers role in overall bank profitability.
  • Building & Maintaining Relationships – assessing customer needs, identifying opportunities and building relationships with your customers.
  • Steps for Successful Sales, Cross-Sells, and Referrals
  • Kick Starting High Performance – understanding your role at the bank and having the skills that are necessary to achieve your goals and exceed performance expectations.
  • Group case study and in-class activities to apply what you have learned.

School Faculty:

  • Scott Birrenkott, Director of Legal, Wisconsin Bankers Association
  • Jennifer Pieper, Senior Facilitator/Assistant Vice President, BMO Harris Bank

Who Should Attend?
This school was developed for Personal Bankers, New Accounts Personnel and others who manage retail account relationships. Both new and experienced staff will benefit.

Course Requirements:
Attendees will be expected to attend and participate in all school sessions, complete all pre-school assignments, and participate actively in group and class discussions.

Registration Information:
The registration fee of $495 includes program registration, instruction and materials, and daily lunch and refreshment breaks.

Refund Policy: A refund, less a $150 administrative fee, is provided for written cancellations received by WBA 10 or more business days before the start of a school. All requests for cancellations or substitute registrations must be provided in writing to WBA Education.

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Avoiding Check Fraud Liability: From Prevention to Loss Allocation

Check fraud losses are estimated to exceed $18 billion each year. A recent nationwide counterfeit check operation was projected to have caused over $9 million in losses. With more and more counterfeit checks flooding financial institutions, this number is sure to increase.

Unfortunately, many financial institutions fail to teach front-line staff the fundamentals of avoiding check fraud. Further, when a loss does occur, these institutions don’t understand how the law allocates the loss. If you’re confused about what your financial institution can do to prevent losses, as well as what your legal responsibility might be in various check fraud situations, this seminar is for you. This session will focus on the best practices that can be employed by banks rather than looking at any particular state’s laws.

What You’ll Learn

  • Tips for spotting counterfeit, forged, and altered checks
  • Procedures to reduce your bank’s exposure to check fraud losses
  • Legal responsibility for counterfeit, forged, and altered checks under Uniform Commercial Code, Regulation CC, and other federal regulations
  • How laws and regulations allocate losses resulting from remote/mobile deposit capture and similar technology
  • Factors to determine whether check fraud victim has legal right to reimbursement

Who Should Attend
Tellers, Teller Supervisors, Customer Service Representatives, New Accounts Personnel, Branch Managers, Security Officers, Fraud Investigators, Fraud Examiners, and Bank Attorneys.

Presenter
Terri D. Thomas, JD is the Director of the Kansas Bankers Association Legal Department, which specializes in providing compliance and legal assistance to Kansas banks.

Thomas has worked with financial institutions for over thirty-nine years in various capacities. Most notably, she served for fourteen years as in-house legal counsel and trust officer for Bank of America and its Kansas predecessors. She has also served as a trust department manager and branch manager.

Receiving her Bachelor of Arts degree from Kansas State University in 1985, Thomas continued her education at Washburn University School of Law and obtained her Juris Doctor in 1988. She has served as an Adjunct Professor at Washburn University School of Law in Topeka, Kansas and the University of Kansas School of Law in Lawrence, Kansas, and is a frequent seminar presenter for financial associations in the Midwest.

Registration Options

  • Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
  • Available Upgrades:
    • 12 Months OnDemand Playback + $110
    • 12 Months OnDemand Playback + CD  + $140
    • Additional Live Access + $85 per person
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How to Create an Engaged Workforce

The best organizations create enviable workplaces that lead to better profitability, higher productivity, increased customer loyalty, and more. These organizations create a culture of job satisfaction that results in higher employee engagement and lower unwanted attrition. Studies show, an employee’s relationship with their direct manager is the most important determinant to employee satisfaction; more than pay, benefits, perks, and work-life balance. In this workshop, you will learn simple actions for getting more employee engagement and have a renewed sense of commitment to build your own enviable workplace.

What You’ll Learn

  • Differentiate between job dissatisfaction and job misery
  • Explore the characteristics and impact on the organization of a disengaged employee
  • Discover a model of employee engagement
  • Evaluate what you are doing well and areas for improvement
  • Assess your employee’s needs with Gallup’s Q12
  • Work with your peers to design a plan for re-engaging employees
  • Renew your commitment to leading an engaged workforce

Who Should Attend
Supervisors who struggle with employee engagement or who are seeking fresh ideas to get the most from their team.

Presenter
Karen Butcher is a former teacher and Bank Training Director. She left the corporate world in 2018 to launch Karen Butcher Coaching and Training. Butcher is a Senior Training Consultant for Interaction Training and travels the country facilitating bank supervisor training. Attendees appreciate her direct teaching style and recommended tools to help coach and lead teams.

In addition, Butcher works with Leadership Kentucky as the program coordinator for both the BRIGHT and ELEVATE programs designed for young professionals across the Commonwealth of Kentucky. Butcher’s passion for people is evident and she knows what is required to become a leader who people want to follow. She believes her faith, courage, and compassion have produced the resilience needed to see her through the highs and lows of life.

Registration Options

  • Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
  • Available Upgrades:
    • 12 Months OnDemand Playback + $110
    • 12 Months OnDemand Playback + CD  + $140
    • Additional Live Access + $85 per person
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ACH Rules Update

The ACH Rules continue to change and your financial institution will want to be compliant. Bring your 2023 ACH Rule Book and we’ll make sure you are comfortable with the changes. We’ll also look at what happened last year, as a refresher. Join us for this important session.

What You’ll Learn

  • Review the ACH Rule Changes coming in 2023
  • Review what happened in 2022
  • Review NACHA Initiatives

Who Should Attend
This course is designed for compliance personnel, auditors, operations personnel, senior management and all other interested in gaining knowledge on ACH topics.

Instructor Bio
Mary Kate Cole, AAP, CAE, principal of MK Cole Consulting, has nearly two decades of bank operations experience. Cole is an experienced ACH Auditor as well as speaker on payments related topics. She was VP of the Upper Midwest ACH Association for over 15 years. At that time, she was responsible for member education, ACH Audits and problem solving as well as ACH Development projects. Cole has been active in several National ACH Association Rules Work Groups over her career. She is a popular speaker at both local and national conferences on electronic payments related topics.

Registration Option

  • Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
  • Available Upgrades:
    • 12 Months OnDemand Playback + $110
    • 12 Months OnDemand Playback + CD  + $140
    • Additional Live Access + $75 per person
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Beneficial Ownership Secure Database: Proposed Rule

The proposed regulations aim to ensure that:

  • Only authorized recipients have access to BOI
  • Authorized recipients use that access only for purposes permitted by the CTA
  • Authorized recipients only re-disclose BOI in ways that balance protection of the security and confidentiality of the BOI with the
  • furtherance of the CTA’s objective of making BOI available to a range of users for purposes specified in the CTA
  • You still have time to comment!

What You’ll Learn

  • A review of the proposed regulation Part II
  • What you can comment on
  • Understanding the FinCEN Identifier
  • Who will have access?
  • What they will have access to?
  • What is still undecided?

Who Should Attend
BSA Officers, BSA Staff, Operations, Compliance, and New Accounts.

Instructor Bio
Deborah Crawford is the president of Gettechnical Inc., a Florida based training company. She specializes in the deposit side of the financial institution and is an instructor on IRAs, BSA, Deposit Regulations and opening account procedures. She was formerly with Hibernia National Bank (now Capital One) and has bachelor’s and master’s degrees from Louisiana State University. She has 35+ years of combined teaching and banking experience.

Registration Option

  • Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
  • Available Upgrades:
    • 12 Months OnDemand Playback + $110
    • 12 Months OnDemand Playback + CD  + $140
    • Additional Live Access + $75 per person
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New Supervisor Essentials

Do you trust yourself to lead with confidence or do you often second guess your ability to be a supervisor? It’s natural to feel overwhelmed by all the responsibilities and emotions that come with the role. In this workshop, you will explore the fine art of self-assessment to evaluate your current skill level and make a plan to meet all of your job challenges. You will learn to recognize ego, drop judgment, and let go of assumptions that often impede supervisory success. Break-out “reflection groups” are used to share new ideas, best practices, and offer feedback.

What You’ll Learn

  • Transition from exemplary employee to legendary leader
  • Set professional boundaries
  • Eliminate the phantom supervisor of yesteryear
  • Address employees who are resistant or disengaged
  • Establish priorities and delegate responsibilities
  • Reduce workplace drama
  • Commit to give and receive feedback
  • Manage your own performance

Who Should Attend
Newly appointed supervisors and “supervisors-in-waiting”.

Instructor Bio
Karen Butcher is a former teacher and Bank Training Director. She left the corporate world in 2018 to launch Karen Butcher Coaching and Training. Butcher is a Senior Training Consultant for Interaction Training and travels the country facilitating bank supervisor training. Attendees appreciate her direct teaching style and recommended tools to help coach and lead teams.

In addition, Butcher works with Leadership Kentucky as the program coordinator for both the BRIGHT and ELEVATE programs designed for young professionals across the Commonwealth of Kentucky. Butcher’s passion for people is evident and she knows what is required to become a leader who people want to follow. She believes her faith, courage, and compassion have produced the resilience needed to see her through the highs and lows of life.

Registration Option

  • Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
  • Available Upgrades:
    • 12 Months OnDemand Playback + $110
    • 12 Months OnDemand Playback + CD  + $140
    • Additional Live Access + $75 per person
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questions@wisbank.com

608-441-1200

4721 S Biltmore Ln.
Madison, WI 53718

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