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UDAAP Training Courses


UDAAP Training Courses

What would you do if a customer voices a complaint that could be construed or perceived as unfair, deceptive, and/or abusive? Well, you better know, as there is a law governing it.

Specifically, UDAAP (Unfair, Deceptive, or Abusive Acts or Practices) governs how you, your tellers, and your other branch staff handle certain situations. As such, 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 You'll Learn From Our UDAAP Training Courses

  • 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?
  • What impact does the CFPB have on advertising and marketing, even if you're not a big bank?
  • Advertising rules under Reg. Z for both mortgage loans and open-end plans from the Credit CARD Act
  • Rules for consumer loan products in Regulation Z
  • When the "Equal Housing Lender" statement and the logo must be used
  • Standards for Advertising over the Internet and social media - different standards?
Find UDAAP Training Courses

To find your desired UDAAP training courses, either select a Recommended Course from the list below, or select "UDAAP" and your state from the "Professional Development" section of the search box at the bottom of this page.

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