UDAAP: What Your Frontline Needs to Know & Do

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.

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. 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.


  • 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?


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.


Honey Shelton 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 is the President of 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.

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2.5 hrs.


Either Live or 6-Month On-Demand Webinar: $255

Both Live and 6-Month On-Demand Webinar: $355


Online: Click here.

Phone: Call Total Training Solutions at (800) 831-0678

Register online up to day of event. Earlier registration allows time to check your computer for an optimal experience.