RELEASE DATE: May 3, 2021
DURATION: 2 hours 30 minutes
Your member-facing staff can make or break your compliance program, as they are often the first (and sometimes the only) employees a member sees. They need to know a little about a lot. And that’s what this session provides. We’ll focus on how frontline staff can engage members and sell products without violating consumer protection laws – what you can and cannot say or ask, what disclosures must be made, and specific timeframes that must be met to preserve the rights of both member and credit union. And we’ll talk about why the rules exist, because when you need to know a little about a lot, it helps to understand the reasoning.
Topics will include:
• Account opening
• Negotiable Instruments
• Complaint Management and Error Resolution
• Fair Lending issues
MEET THE PRESENTER
With 35 years of experience in the credit union industry, Gaye has knowledge of and practical experience in almost every area of credit union operations. Specializing primarily in compliance for more than 30 years, she served on the NAFCU Compliance Standards and Practices Commission that developed the NCCO certification program and is a founding member of both the Capital Area Compliance Roundtable and regional BSA Compliance Roundtable.
Gaye was among the first in the nation to earn the designations of NAFCU Certified Compliance Officer (NCCO) and CUNA Credit Union Compliance Expert (CUCE) when the programs were introduced in 1997 and 2000, respectively, is a certified BSA Compliance Specialist. Gaye is a current member of Global Women’s Leadership Network (GWLN), which connects and empowers credit union women from around the world.