Latest Compliance - Customer Service/CRM Topics

Coin to Customer's Car On Change Order Days: Risk?

04/29/2018

It was recently brought to my attention some of our tellers have been assisting a commercial customer by carrying out bulk coin to the customer's car on change order days. Although I commend the tellers for going the extra mile, I view this as a security and liability risk. Is this gesture a common and acceptable practice?

UDAAP Requirements for Customer Complaints

12/10/2017

What are the UDAAP requirements for handling oral complaints from consumers?

Include Custodian on CTR? (UTMA)

09/24/2017

Is a custodian of a minor's account considered a person on whose behalf a reportable transaction is completed on a CTR? We have a situation where someone came in and deposited over $10,000 into the minor's account. The conductor is neither the minor or the custodian. I know that we have to include the conductor and the minor on the CTR. But do we have to include the custodian?

Reducing oversights when onboarding new customers

04/02/2017

Is there a better way to onboard new customer information?

Discontinue an AOD Program after Several Years?

06/09/2014

Can a bank discontinue an AOD program after it's been in place for several years?

And Speaking of Customer Service

07/01/1999

I just had an experience that put customer service (and some compliance) to the test. I went with my son to open a checking account. For the first time, I didn't have to be on the account.

Customer Service v. Suspicious Activity

12/01/1997

Bank employees are supposed to give excellent customer service.

Views Of A Consumerist

07/01/1997

At ABAs National Graduate School of Compliance Management, Stephen Brobeck, Executive Director of the Consumer Federation of America, shared his views on banks and consumerism.

Vendor Guru Q&A's - Compliance

Compliance tiers for Dodd-Frank Section 1071

Data privacy & Section 1071

Batch processing vs. transaction level processing for deposits automation

Section 1071

Exception management and better audits

Resolving credit and loan document exceptions

Proactive loan exception management

Tracking loan policy exceptions

Reasons for loan policy exceptions

Audits and document management

Should Compliance Change in Response to the New Administration?

02/09/2025

by Barbara Boccia:

How to Navigate Compliance in a Time of Uncertainty

02/09/2025

by Barbara Boccia:

“If you can keep your head when all about you, are losing theirs and blaming it on you…”
If, a poem by Rudyard Kipling

Redirecting an ACH credit for a closed account

02/09/2025

Can an ACH payment coming through on a closed account be posted to an account on which the owner of the closed account is only an authorized signer? The ACH is in the name of the authorized signer of the account the bank manually posted the account to.

Who signs on an account for an irrevocable trust?

02/09/2025

Does the grantor play any role in an irrevocable trust? We have a copy of the trust which states who the grantor is and who the trustee is. We didn't think the grantor had to be on the account, only the trustee. Please advise.

Credit information and privacy

02/02/2025

Can a bank or CU president perform an asset search (or any kind of search) using bank resources, on someone with just a name? For example, information on where I've worked before, how much I'm worth, etc. I ask because I live close to a banker who I do not bank with that knows way too much about me. I'm not on any social media and am a very private person.

Latest Compliance - Customer Service/CRM Topics

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