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Course/Product Description
Title:

UDAAP: What Your Frontline Needs to Know & Do

SKU:WT-1001209
Format: Webinar
Description:

The pressure is on for all customer contact personnel to identify and follow-though when a customer voices a complaint that could be construed or perceived as unfair, deceptive and/or abusive.

This webinar speaks the language of the frontline and teaches them the what, when, how and why tied to being in compliance with this area of focus tied to UDAAP legislation.

It is a must that your branch personnel and the call center team stay alert and on the watch for responding, recording and follow through when a complaint is more than an inquiry or a simple remark. What is your solution? This program is designed and led by two of the country's most popular speakers who will provide the how-to on preparing your frontline to be on-point and well-advised regarding this hot topic. In addition, your staff will be reminded of behaviors that have no place on the frontline and that could be perceived as discrimination and poor customer service.

This webinar provides answers, suggestions and solutions, along with steps to take as the speakers walk your frontline through key definitions such as unfair, deceptive, abusive, act and practice. The program will create a channel of understanding in the way that true complaints should be resolved and reported inside your organization. If handled appropriately, and, with compassion, true complaints can help your compliance area identify problems and resolve them before the examiners arrive and avoid a filing at the CFPB.

What We Will Cover:

  • How to avoid behavior that could be construed as discrimination or poor customer service
  • What to look and listen for including how to differentiate between a complaint, a simple customer remark and an inquiry
  • How to identify when a complaint is unfair, deceptive and abusive
  • If I am on the frontline, how should I respond when I am in the midst of a complaint?
  • If I resolve the complaint, do I still tell my manager and fill out a complaint form?
  • What will happen to me if I am the only person filing complaints in my department?
  • If I am not sure it is a complaint what should I do? To file or not to file when do we know?
  • Are there any key words I can look for to know whether it is a complaint or an inquiry?

Who Should Attend?

This is a must for every frontline person, those that lead them and anyone responsible for training them. Including Tellers, New Accounts, Lenders, Call Centers, financial service representatives and their managers.

The Presenters:

Honey Shelton, President, InterAction Training

Honey brings the best of both worlds to her speaking and training engagements. She has 25 years of experience as a training and quality improvement consultant for banks and banking associations across the country. Her banking background includes spending three years as Executive Vice President/Chief Retail Banking Officer with First Victoria National Bank.

Nationally recognized as an outstanding speaker, over a half million bankers have participated in programs Honey has presented. Her depth of knowledge, enthusiasm, and compelling personality has left her lasting mark on InterAction Training, the firm she founded in 1983.

Deborah Crawford, President, gettechnical inc.

She specializes in compliance and regulations for the deposit side of financial institutions. Her 20+ year career in banking and training began at Hibernia National Bank. She has been a seminar leader for many state associations and credit union groups across the nation. She has Bachelors and Masters degrees from Louisiana State University.

Licenses / Designations / Educational Credits:CE Credits
All US States: 2.5
About The Provider: Since 1983 Total Training Solutions has produced dozens of videotapes, CD-Roms, DVD's and web-based training modules. In addition to off-the-shelf products, Total Training Solutions also develops custom training products and consults with financial institutions to develop their own training curriculum.

For timely delivery of training topics, webinars or web conferencing is an unbeatable option. We now offer over 100 live programs per year and you can even purchase the recorded or ondemand session if you are unable to attend the live program.

We have worked exclusively with the financial industry since our founding. Because of this, we understand the needs of training departments in financial institutions and are alert to changes which affect the industry.

Webinar Descriptions:

Live Session:
Attend the live session with the opportunity to ask questions to the presenter. You also receive a link to the handouts. All registrations for a live event will be given access to the OnDemand recording, at no additional cost, for seven days following the event. This will allow a flexible alternative when last minute conflicts intrude on scheduled events.

Recorded CD:
CD-Rom includes audio and video of recorded webinar plus hard copy handouts. You will also receive 6 months access to the OnDemand weblink as an added free bonus.

OnDemand:
Includes a weblink for unlimited viewing for 6 months after the date of the webinar as well as a link to handouts.

Live + Recorded:
Includes all three options above. Live session, OnDemand Weblink, and CD-Rom plus Hardcopy Handouts.

Live + OnDemand:
Includes two of the options above. Live session and 6 months access to OnDemand Weblink plus link to handouts.
Price: $265.00
More Info: Contact Us For More Information
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Currently Scheduled Dates For This Webcast
Course TitleDatePrice
UDAAP: What Your Frontline Needs to Know & DoCD/On-Demand$325.00

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