CSBS BAI Course Catalog

CSBS BAI Online Course Catalog

www.CSBStraining.org

Updated: May 2025

Table of Contents Bank Secrecy Act / Anti-Money Laundering ........................................................................................................ 3 Business/Personal Skills & Awareness ................................................................................................................. 7 Commercial Banking ........................................................................................................................................... 13 Communication Skills ......................................................................................................................................... 17 Compliance .......................................................................................................................................................... 20 Consumer Lending .............................................................................................................................................. 24 Consumer Protection .......................................................................................................................................... 28 Corporate Compliance Laws and Regulations ................................................................................................... 31 Customer Service ................................................................................................................................................ 34 Deposit Operations ............................................................................................................................................. 37 Executive Leadership and Board of Directors .................................................................................................... 39 Financial Analysis ................................................................................................................................................ 43 Financial Institution Activities ............................................................................................................................ 45 Financial Products and Services Laws & Regulations ........................................................................................ 51 High-Risk Activities ............................................................................................................................................. 57 Human Resources ............................................................................................................................................... 58 Information Technology & Cybersecurity .......................................................................................................... 66 Lending Operations ............................................................................................................................................. 72 Lending Laws and Regulations ........................................................................................................................... 74 Money Services Businesses ................................................................................................................................ 84 Mortgage Lending ............................................................................................................................................... 85 Security ................................................................................................................................................................ 91 Wealth Management .......................................................................................................................................... 92

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Bank Secrecy Act / Anti-Money Laundering

BSA/Anti-Money Laundering Mini-Courses

AML Program Overview 5 minutes This interactive course provides a brief overview of anti-money laundering program requirements under the USA PATRIOT Act. 5 minutes Financial institutions must be alert for evidence of fraud and take precautions against it. Aimed at all staff involved in reviewing and/or completing funds transfers, this brief course surveys red flags for potential wire transfer fraud and ACH transfer fraud and summarizes what institutions must do to help detect and prevent these types of fraud. 5 minutes This course, recommended for BSA officers and analysts, provides an overview of the risk assessment process that is a critical first step in developing a BSA/AML compliance program. 5 minutes This interactive course provides an overview of BSA expectations for financial institutions seeking to provide services to marijuana-related businesses (MRBs), including due diligence and SAR filing requirements. 5 minutes This mini-course reviews the Currency Transaction Report form, and how to complete it. The course is recommended for teller supervisors, branch managers, auditors, staff trainers, compliance officers and all personnel involved in reviewing and/or completing CTRs. 5 minutes This brief course focuses on exemptions to CTR reporting requirements. The engaging learning experience features video and a scenario-based challenge. The course is appropriate for teller supervisors, branch managers, auditors, staff trainers, compliance officers, and all personnel involved in reviewing and/or completing CTRs. 10 minutes This mini-course provides an overview of methods of trade-based money laundering and describes red flags that financial institutions should be alert for. The engaging learning experience features video, optional audio, and interactive learning activities. BSA and ACH: Detecting and Preventing Fraud BSA and AML: Risk Assessment BSA Considerations for Banking Marijuana-Related Businesses Completing the CTR CTR Exemptions Red Flags for Trade-Based Money Laundering

Full Courses

BSA/AML: Due Diligence for Politically Exposed Persons (PEPs) 60 minutes Intended for financial institution executives and BSA officers, this mini-course provides a definition of politically exposed persons (PEPs), an overview of risk-based due diligence for banking PEPs, and a list of red flags that may indicate suspicious activity related to PEPs.

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BSA and AML: Comprehensive 60 minutes This course, recommended for BSA Officers and analysts, provides an in-depth look at BSA compliance, including the five pillars of a BSA program, Suspicious Activity Reporting, Customer Identification Programs, and Currency Transactions Reporting. 60 minutes This course, appropriate for employees needing an overview of the BSA, introduces the concept of money laundering and details how BSA regulations and requirements work to deter it. Currency Transaction Reporting (CTR), Suspicious Activity Reporting (SAR), the basic elements of a Customer Identification Program (CIP), as well as rules for negotiable instruments and wire transfers are all covered in this high-level look at the BSA and AML. 30 minutes This interactive course explains the concept of money laundering and provides an overview of Bank Secrecy Act (BSA) requirements for money services businesses (MSBs) to deter it, including registration, Currency Transaction Reports (CTRs), the $3,000 Rule, and Suspicious Activity Reports (SARs). The course also discusses key elements of an effective anti-money laundering (AML) compliance program, which all MSBs are required to develop and implement, as well as OFAC requirements. 20 minutes Financial institutions covered by the Bank Secrecy Act (BSA) usually require their third-party payment processor clients to comply with BSA regulations. This course provides an overview of the role of third-party payment processors in the Automated Clearing House (ACH) system and the BSA requirements they will need to fulfill as part of their agreements with Originating Financial Depository Institutions. 1 5 minutes Intended for investment personnel, this course provides an overview of the Bank Secrecy Act (BSA), and the requirements advisor firms must meet to be in compliance. An introduction to anti-money laundering and combating the financing of terrorism are included as well as best practices for reporting for advisor firms. 25 minutes Money Services Businesses serve individuals without banking relationships who need to cash checks, transmit money (often to other countries), receive money (often from other countries), and purchase products such as money orders and travelers checks, and are thus an exceptionally high risk for money laundering. This course will help learners manage the risk associated with opening accounts, monitoring these accounts for suspicious activities, and, when necessary, closing the accounts of MSBs at your financial institution. 20 minutes This course introduces the basics of the BSA, or Bank Secrecy Act, the primary U.S. anti-money laundering (AML) law. Topics covered include the history and purpose of the BSA, the requirement for financial institutions to have a Customer Identification Program (CIP), situations that require a Currency Transaction Report (CTR) or a Suspicious Activity Report (SAR), and what employees must do when they notice something suspicious. The course is designed for institution employees who are required to have a basic familiarity with the BSA, including those who have limited or no customer interaction. BSA and AML: Essentials BSA and AML Requirements for Money Services Businesses BSA Considerations for Third-Party Processors BSA for Investment Personnel BSA for Money Services Businesses BSA for Nonfinancial Employees

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BSA for Trade Finance 20 minutes Trade-based money laundering is considered as one of the most sophisticated and prevalent methods used by criminals to launder proceeds of crime globally. This course provides essential knowledge on identifying and preventing money laundering, as well as understanding the requirements of the Bank Secrecy Act. 45 minutes Use this game show course to liven up BSA and AML training! This Jeopardy-like course can be played in both online and classroom settings to test employee knowledge regarding all facets of BSA and AML compliance, including Customer Identification Programs, Suspicious Activity Reports, and Currency Transaction Reports. The game also includes role-specific categories for Lenders, Operations, and Tellers. 45 minutes This course covers currency transaction reporting requirements of the Bank Secrecy Act, including a close look at the CTR form and how to complete it. It also provides an overview of Suspicious Activity Reports (SARs) and how personnel can recognize suspicious activity. The course is recommended for teller supervisors, branch managers, auditors, staff trainers, compliance officers and all personnel involved in reviewing and/or completing CTRs. 15 minutes Intended for mortgage loan closing personnel, this course addresses how to identify fraud and suspicious activity as required by the Bank Secrecy Act (BSA). It also outlines the requirements for OFAC compliance. 30 minutes Intended for mortgage loan closing personnel, this course addresses how to identify fraud and suspicious activity as required by the Bank Secrecy Act (BSA). BSA Game Show! BSA Reporting: CTRs and Suspicious Activity Mortgage: BSA and AML Considerations Before You Close Mortgage: BSA and Red Flags for Fraud in the Underwriting Process CIP: CDD and Beneficial Ownership 5 minutes This mini-course addresses recently implemented CIP/CDD rules for identifying beneficial owners when opening new accounts for businesses. The course is appropriate for all employees, especially anyone responsible for opening any new or continuing relationship. 15 minutes This course provides an overview of Customer Identification Program (CIP) requirements for all personnel. The course examines proper customer identification procedures, the minimum information that must be obtained, the steps necessary for verifying information, and what to do when information cannot be verified. CIP Procedures and Protections Customer Identification Program

OFAC

OFAC: Addressing Risks and Red Flags 60 minutes OFAC: Addressing Risks and Red Flags provides new and experienced financial institution personnel a compre hensive and efficient overview of Office of Foreign Assets Control requirements, risks, transaction procedures, and compliance considerations.

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OFAC Violations 5 minutes This interactive course provides a brief overview of OFAC violations, including penalties for noncompliance and what the institution can do to prevent violations. 10 minutes Financial institutions must be vigilant against attempts to evade Russia sanctions. Aimed at all staff involved in financial activities, this brief course provides an overview of Russia sanctions; identifies red flags for potential sanctions evasion, suspicious transactions, and ransomware/cyber-attacks; and describes the responsibility of institutions to report suspicious activities by filing a SAR. Suspicious Activity Reports 5 minutes This mini-course reviews the Suspicious Activity Report form, and how to complete it. The course is intended for all employees, especially new accounts personnel, tellers, customer service representatives, and loan officers. 5 minutes This course provides a brief overview of human smuggling and trafficking red flags for financial institutions. 5 minutes This mini-course gives learners an overview of money laundering, a key concern of the Bank Secrecy Act. It also surveys other types of suspicious activity that may signal financial fraud schemes. The course is appropriate for all employees, especially new accounts personnel, tellers, customer service representatives, and loan officers. Russia Sanctions and Red Flags Completing the SAR Human Smuggling and Human Trafficking Red Flags Money Laundering, Fraud, and Suspicious Activities SAR: Responding to the Suspicious 60 minutes Intended for all employees, especially new accounts personnel, tellers, customer service representatives, and loan officers, this course provides a comprehensive look at when Suspicious Activity Reports (SARs) are required and the types of activities that qualify as suspicious. It provides an overview of how to fill out and electronically file a SAR. 5 minutes This mini-course examines suspicious activity that may indicate Medicare fraud and how financial institutions should respond. The course is intended for all employees, especially new accounts personnel, tellers, and customer service representatives. USA PATRIOT Act 40 minutes This course is designed for financial institution professionals who need knowledge of the programs and procedural requirements mandated by the USA PATRIOT Act including money laundering, due diligence, CIP, and OFAC. Suspicious Activity: Medicare Fraud USA PATRIOT Act: Managing Compliance Red Flags for Tax Refund Fraud 5 minutes This course provides a brief overview of tax refund red flags for financial institutions.

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Business/Personal Skills & Awareness

Career Planning

Developing Your Brand 40 minutes Designed for employees and supervisors, this course provides ideas and exercises designed to help you formulate clear ideas about managing your career, and about creating your brand. It will help you focus on what you like about your current position, what you would like in your next position, and what actions you need to take to gain control over your career. You will assess your strengths and devise a plan to work on your weaknesses. 30 minutes Intended for all employees, this course provides ideas and exercises designed to help you formulate clear ideas about your career interests, skills, accomplishments, and work values. It will help you focus on career path management, compensation goals, and geographic preferences. This course focuses on self-analysis and assists in career planning, whether you want to find a new job, make a lateral move, get a promotion, or change careers within the same company. All of this information lays the groundwork for you to ultimately focus on your job options and objectives. 35 minutes The power of networking is evident in various studies of the job search process, which conclude that between 70 and 80 percent of all executive and managerial jobs are obtained through networking. In this course - designed for all employees - you will develop your initial network list of names and learn effective ways to begin using this list. Managing Your Career Path Networking Your Career Path Change Management 60 minutes Change is a constant at every organization. Effective leaders know how to develop change-friendly companies. In this course, you will learn the skills necessary for mastering change management. 30 minutes Change is a constant in today’s world. This module presents an overview of the process of change. It highlights strategies managers and employees can use to cope with change and tips and techniques that can be used to make change easier. 30 minutes This module provides managers with the tools necessary to manage change in an effective and efficient manner. It outlines strategies managers when they seek change to improve the organization's performance and tips and techniques that can be used to manage the change process. 30 minutes Intended for managers and executives, this course guides financial institution leaders through the initial questions and steps to navigate through times of extreme change. How leaders and institutions once operated and evaluated business decisions may need to change dramatically. By being empathetic and proactive with employees, while also focusing on how operations must evolve, leaders, their teams, and their institutions can successfully weather times of extreme change. Change Management - Coping with Change Change Management - Managing Change Managing in Times of Extreme Change Change Management

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Conflict Management

Conflict Management 45 minutes Conflict is an inevitable part of any organization. This course will help you understand the difference between functional and dysfunctional conflict and provide a useful model of conflict development to diagnose and treat conflicts in the workplace. You will learn the common causes of conflict and strategies for resolving conflict, and how to use functional conflict to increase innovation, change, and creativity in your organization. Diversity & Cultural Awareness 90 minutes Designed for all employees, this course supports gender diversity, equity, and inclusion in the workplace. This online course provides learners with a foundational knowledge of the gender spectrum, gender identity and expression, the impacts of inclusion and exclusion, and actionable steps to take in building an inclusive workplace. True workplace stories from different gender viewpoints are included (both from a transgender/non-binary employee and a cisgender woman). 5 minutes Intended for all employees, this interactive mini-course addresses the challenge of language barriers that can arise in diverse workplaces. The engaging learning experience features video and scenario-based learning challenges. Gender Identity Overcoming Language Barriers Individual Goals and Challenges 45 minutes This course provides you with tools to set and remain committed to your goals. You will learn how to commit your goals to paper, set timelines, and track your progress. 60 minutes Being aware of your goals is an important part of reaching them. In this course, you will learn effective ways to maximize your potential and reach your personal goals. 30 minutes Goal setting with others can strengthen your ability to reach your goals. This course teaches you about the benefits of mutual goal setting, how to pursue multiple goals, overcome obstacles, and achieve long term goals. Miscellaneous Skills 30 minutes Designed for employees and supervisors, this course will introduce business etiquette principles and practices, and show you how they can be applied in typical business situations to put yourself and others at ease. Reaching Personal Goals Strategies for Meeting Goals Business Etiquette: Accelerate Your Career Goal Planning

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Creating Winning First Impressions 35 minutes First impressions are made within minutes, but they last much longer than that and can seriously affect a client's decision to choose you and your company or to go elsewhere. Making a positive first impression requires knowing the elements that influence them, and learning how to control them. In addition to what happens in the first few minutes, however, there is the need to maintain the impression, and this requires effective communication skills. This course is designed for all employees. 40 minutes Designed for employees and supervisors, this course shows you how creativity and innovation can be made to work. As you move through the various sections, you will begin to see how an overall framework, processes, methods and techniques can make creativity and innovation a valuable asset, not only in the workplace but for the organization. 30 minutes Learner-centered training is outcomes based; effective training addresses the outcomes and desired performance. Training must be engaging as well as informative. In this module, you will learn strategies utilized to create engaging, effective, and learner-centered training. 45 minutes This course is designed to describe the essentials of managing anger in an appropriate and constructive manner. While designed specifically for the work environment, the core elements of this training can be applied when you are at home or on the road. The constant pressures and stresses of modern life have resulted in a growing realization that anger control methods should be taught. This course teaches us how to effectively manage anger in all its forms. 30 minutes Designed for all employees, this course will give you an overview of emotional intelligence (EI), and strategies to improve your own emotional intelligence. Emotional Intelligence is defined as the ability to recognize and manage emotions, both in ourselves and in others. Many people believe that EI is as important as IQ as an indicator of success in life and in the workplace. 45 minutes This course is designed for employees, managers, business owners, spouses, parents, community members, and students. This course explores the balance between work and family, how to effectively balance work and family, the importance of sharing goals and values with your family, and how to communicate your individual priorities to your employer in a constructive way. It also covers how managers can discuss "family-friendly" policies available to employees. 30 minutes Topics covered in this module include: facts about stress, job stress, typical sources of workplace stress, dealing with burnout and prevention strategies, managing unavoidable stress, avoiding unnecessary stress, how to create a healthier workplace, and more! Creativity in the Workplace How Adults Learn Individual Anger Management Introduction to Emotional Intelligence Managing Work and Family Managing Workplace Stress

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Mental Health Awareness 40 minutes This course is designed for employers, employees, and for general health and safety. The course explores commonly diagnosed mental illnesses, causes and signs of mental health issues, misconceptions about mental health, stigma and its reduction, and workplace strategies to support and improve mental health. 25 minutes This course provides step-by-step instructional videos for working with key functions in Microsoft Teams. In order to complete this course, you must exit on the last page of the tutorial. 30 minutes An effective sales professional knows how to meet customer needs while assuring reasonable terms and profit for his or her own company. This course has techniques for identifying customer expectations and determining how to meet them in a way that both parties are satisfied by the results. There are checklists and discussion guidelines to help a sales professional master this essential communication skill. 40 minutes This course is designed for all employees and supervisors. Workers in many types of workplaces are vulnerable to ergonomic injuries. Learn how Work-related Musculoskeletal Disorders (WMSDs) can be reduced or eliminated. In this course, you will learn about the ergonomic hazards and risks of office work and measures to control them. 30 minutes Virtual interviews play a crucial role in today's job market. This course provides job searchers with strategies and tips for preparing for a virtual job interview, presenting their best image, and creating a positive impression. 30 minutes Everyone holds some unconscious biases, and many people experience the negative effects of others' unconscious biases at some point in their lives. This course helps employees and institutions understand unconscious bias and microaggressions and their negative impact in the workplace. It also covers approaches individuals and institutions can take to overcome those negative impacts. The course features multiple videos and practical scenarios to help learners recognize what unconscious bias looks like in practice. Productivity 60 minutes Burnout, exhaustion, fatigue, apathy, it doesn't matter what word you use you just can't seem to get the energy to perform at your 'normal' level. In this course, you will learn how you can recognize and avoid burnout so you can achieve a balance and stay on track! 30 minutes People commonly encounter recurring demands, information overload, increased workloads, and have family and/or community responsibilities, and their own personal expectations of what they want for their job, career or family. This course identifies a priority process to achieve meaningful personal and career goals. It also provides numerous techniques and tips that will make priority management a key to successful accomplishments. Microsoft Teams Negotiating Skills for the Professional Office Ergonomics Skills for Being Interviewed in a Virtual Environment Unconscious Bias Identifying and Avoiding Burnout Individual Priority Management

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Individual Productivity Enhancement 45 minutes Productivity is the key to career success. In challenging and competitive times, companies look to their employees to accomplish needed tasks and assure the organization's viability. When companies decide to promote employees, those with a track record for accomplishing the important work of the organization are often considered for advancement. This course teaches time and task management skills that will make you more valuable to your company and more productive in your personal life. 45 minutes Employees at all levels are involved in group decisions and problem solving more than ever before. This course teaches the skills needed to lead and participate in meetings effectively and efficiently. 60 minutes Meetings are an integral for sharing information and setting goals. In this course, you’ll learn how to lead meetings that are organized, focused, and productive. 30 minutes This course examines time management and includes tools for setting goals, keeping logs, and planning your time. It also includes methods for identifying low pay-off activities and time-wasters, along with suggestions for getting rid of them. This course also provides tips for organizing your materials and your surroundings for increased efficiency, and has other practical suggestions for taking control of your time and your life with simple, tried-and true tools and techniques. 45 minutes In this course, you will learn how to analyze work as a process by identifying the requirements necessary to produce quality work, defining process flow and scope, and looking at inputs and outputs. The course will also show you how to keep quality number one and examine listening skills to ensure that customer requirements are met. 30 minutes Sooner or later, most people encounter ethical situations at work that are difficult to resolve. Using video scenarios and practical examples, this course helps employees understand ethical challenges and provides resources for resolving them. Topics covered include the benefits of and challenges to working ethically, the role of a company's formal ethics policy, general standards of ethical behavior, a decision-making framework for tackling ethical dilemmas, and the importance of reporting unethical behavior. 30 minutes This course, intended for all employees, outlines ideas for working from home effectively. Learning objectives include recognizing the challenges and advantages of working from home, how to set up a functional workspace, and how to structure a productive day. Learners will also review techniques for communicating and collabor-ating with managers and coworkers, and identify strategies for maintaining physical and emotional well-being. Problem Solving 45 minutes In this course you will learn how to solve some of your most important business problems using logical methods and supporting techniques. You will also be introduced to the five-step process for solving problems. Meeting Effectiveness Running Effective Meetings Time Management Work Process Basics Working Ethically Working from Home Effectively Problem Solving in the Workplace

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Problem Solving: The 5 Steps 45 minutes In this course, you will learn five steps involved in the problem-solving process. The five steps that will help solve any workplace dispute include defining the situation, providing a quick fix if necessary, identifying the root causes, taking corrective action, and evaluating and following up.

Project Management

Project Management: Getting Ready 30 minutes Project management (PM) is the application of skills, knowledge, tools, and techniques in order to meet or exceed stakeholder requirements. This course is designed to introduce the project life cycle (PLC) and to show where a project begins and ends. You will learn about organizational support structures, the key organizational influences that can affect a project, and how to divide a project into several project phases to better control project deliverables. 30 minutes Mission statements should be developed for every project in order to set goals and objectives and provide guidelines for making decisions. In this course you will learn to develop a mission statement for a project team and project stakeholders. You will learn to establish objectives, manage stakeholder expectations and detail project feasibility. 45 minutes This course is designed to introduce you to project management. The course presents definitions, boundaries, and basic responsibilities as well as some examples of projects. Project Management: Goals and Stakeholders Project Management: The Basics

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Commercial Banking

Commercial Lending

Commercial Banking: Capacity and Underwriting 15 minutes This course discusses the importance of conducting a cash flow analysis when assessing whether a borrower will be able to repay a loan. It also explains how to construct a cash flow analysis and interpret the cash flow statement. 15 minutes This course provides an overview of collateral and how it is used in the underwriting process, including the types of collateral that can be used for commercial loans and the information that is needed to verify collateral. 25 minutes This course provides an overview of the lending process, including how to answer consumer questions, what disclosures must be provided throughout the application timeline, and what common forms are needed for an application. This course also addresses the types of questions lenders can and cannot ask during the application process. This course includes: Reg B, TILA. 20 minutes This course provides an overview of the requirements and prohibitions of closing commercial loans. Regulations addressed in this course include the Equal Credit Opportunity Act (ECOA) and Truth in Lending Act (TILA). 25 minutes Intended for financial institution employees in a small business lending role, this course describes the characteristics and needs of small business borrowers, types of small business credit, and the opportunities and challenges for lenders. The course concludes with an overview of Regulation B and its requirements for fair lending. 30 minutes The loan origination process for small business lending requires documentation of key borrower information and completion and organization of all proper forms. This course surveys the basic borrower information, borrower financial information, and loan support documents that lenders must collect and analyze as part of loan origination. It also covers the distinction between borrowers and guarantors and summarizes fair lending requirements under Regulation B. The course is intended for all financial institution employees involved in a small business lending role, especially loan officers, loan auditors, credit analysts, and loan assistants. 30 minutes Intended for financial institution employees in a small business lending role, this course provides an overview of originating and servicing small business loans as well as introduces the solutions available to lenders when working with delinquent borrowers and problem loans. The course also describes the legal requirements and considerations when working with borrowers, specifically with respect to fair lending and the Fair Debt Collection Practices Act (FDCPA). Commercial Banking: Collateral and Underwriting Commercial Banking: Completing the Application Commercial Banking: Considerations at Closing Introduction to Small Business Lending Loan Origination for Small Business Lending Loan Servicing for Small Business Lending

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SBA Loans for Small Business Lending 30 minutes Intended for financial institution employees in a small business lending role, this course describes the Small Business Administration's purpose, characteristics of key SBA loan programs, and how the programs benefit lenders as well as borrowers. 30 minutes Intended for financial institution employees in a small business lending role, this course describes the Paycheck Protection Program implemented to help businesses keep their workforce employed during the COVID-19 crisis. The course focuses on the rights and responsibilities of lenders as they service these loans, request guaranty purchase and charge-off through the SBA, and navigate certain special cases that may occur. Bankruptcy 35 minutes Designed for anyone involved in small business lending, particularly loan officers and loan auditors, this interactive course provides an overview of the characteristics of Chapters 7, 11, and 13 bankruptcies. Topics covered include qualifications for each type of bankruptcy, the parties involved in a bankruptcy case, and the concepts of liquidation, reorganization, and discharge of debts. The course also summarizes what small business lenders should know about how to proceed and protect their interests when a borrower files for bankruptcy. Laws and Regulations 35 minutes This course provides a comprehensive overview of how to comply with requirements for suspicious activity, including when and how transactions should be blocked or rejected when there is a positive match to OFAC's Specially Designated Nationals (SDN) list, how to protect confidential or sensitive consumer information, and what steps should be taken in the event of a data breach. 25 minutes This course provides an overview of the regulations and guidance that affect the maintenance of a commercial loans portfolio. Regulations addressed in this course include the Community Reinvestment Act (CRA) and Regulation O. 20 minutes This course provides an overview of how business credit cards function, including the rules that affect underwriting decisions on credit card applications, the required disclosures for business credit card accounts, and the process for handling errors and disputes. This course includes: TILA. 25 minutes This course provides an overview of common borrower concerns throughout the account servicing process and identifies how to resolve these issues, including how to deal with difficult consumers and handle consumer disputes. The Paycheck Protection Program for Small Business Lending Introduction to Bankruptcy for Small Business Lending Commercial Banking: Bank Secrecy Act (BSA) and Security Concerns Commercial Banking: Consumer Lending Rules and Regulations Commercial Lending: Reg Z, Reg B, and Other Rules for Credit Cards Commercial Lending: UDAAP and Addressing Borrower Complaints

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Commercial Lending: UDAAP, Reg B, and Other Fair Lending Issues 25 minutes This course addresses the key components to treating consumers fairly from pre-application to closing, including what information cannot be considered while underwriting a commercial loan and which actions or practices may be unfair, deceptive or abusive. 45 minutes Intended for financial institution employees in a small business lending role, this course surveys the relevant laws and regulations they must understand and follow to protect consumers and their institutions. The course covers fair lending laws, regulations relevant to loans secured by real estate, and key components of the Bank Secrecy Act and USA PATRIOT Act. It also looks at other consumer protection laws relevant to small business lending, including Regulation Z, the Servicemembers Civil Relief Act, and the Fair Credit Reporting Act. 40 minutes This course provides an overview of the implementation of Section 1071, the amendment to Regulation B that requires financial institutions to compile data regarding certain business credit applications and report the data to the Consumer Financial Protection Bureau (CFPB). You will receive guidance on which types of loans are covered and what institutions are covered by the rule as well as the dates by which the rule must be implemented. The course is recommended for commercial lenders/small business lenders, loan processors, and their managers. Customer Service 25 minutes This course provides an overview of common borrower concerns throughout the account servicing process and identifies how to resolve these issues, including how to deal with difficult consumers and handle consumer disputes. Ethics 25 minutes This course provides an overview of the importance of ethical behavior to financial institutions and identifies the general rules of ethical behavior, how to recognize unethical behavior on the job, and the process for handling ethics violations. Regulations addressed in this course include the Dodd-Frank Act and the Bank Bribery Act. Fair Lending 20 minutes This course addresses the key components to treating consumers fairly from pre-application to closing, including what information cannot be considered while underwriting a commercial loan and which actions or practices may be unfair, deceptive or abusive. This course includes: Reg B. Laws and Regulations for Small Business Lending Section 1071: The Small Business Lending Data Collection Rule Commercial Banking: Addressing Borrower Concerns Commercial Banking: Ethics Commercial Banking: Equal Consideration

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Loan Documentation

Loan Documentation: Completing and Enforcing the Note 30 minutes In commercial lending, the note is the contractual agreement between the borrower and the lender. Accurate and complete documentation is critical to the lending process, and enforcement of the note depends upon it. This course provides basic information about properly completing and enforcing a note. 30 minutes In the commercial loan process, establishing the borrower and the capacity to borrow is a critical first step. This course describes how to identify the legal entity taking the loan as well as the signers who have the legal authority to commit the organization to the loan. It also covers how to establish the capacity to borrow for different types of borrowers and the required documentation for each type. 30 minutes This course looks at issues of effective risk analysis for small business lending. Topics covered include nonfinancial aspects of credit analysis; risk scoring, including the challenges and benefits of automated risk scoring methods; and risk associated with SBA lending. The course is intended primarily for employees in lending or credit functions who need a basic knowledge of risk analysis for small business lending. In addition, managers involved in strategic direction-setting will find this course's discussion of the challenges and opportunities of automated risk analysis useful. 45 minutes Enterprise risk management (ERM) provides a framework and systems for financial institutions to manage–on an enterprise-wide basis–the financial, operational, event, and strategic risks they face. Aimed at staff with risk management responsibilities throughout the institution, this course coves the goals of ERM, categories of risk it addresses, and considerations for designing and implementing an ERM program. Throughout, the course connects principles of ERM to the loan review function and its particular importance in providing information and insight on credit risk. Loan Documentation: Establishing Borrowers and Capacity to Borrow Risk Management Assessing and Minimizing Risk for Small Business Lending Enterprise Risk Management and Loan Review

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Communication Skills

Accessible Digital Content 60 minutes This Accessible Digital Content online training course is designed for employees responsible for internal and/or external communication materials. This course explores how to increase the accessibility of digital documents, spreadsheets, presentations, email, and online content. Following accessibility guidelines ensures full participation by all members of society and allows everyone to experience and navigate online content using assistive technologies and communication supports. 45 minutes Organizations increasingly rely on employee teams to handle projects. Therefore, communication within teams is crucial to an organization's success. This course helps you develop more powerful, effective team communication skills. 30 minutes This comprehensive course will teach you communication principles as well as how to navigate professional communications. You'll learn which communication methods to select, how to overcome professional communication barriers, and work toward win-win negotiations with your colleagues and clients. 45 minutes Because many companies employ people from a variety of different cultures, miscommunication and miscues can occur. These miscues and poor communication negatively impact performance, relationships, and teamwork. In this course you will learn the communication styles of co-workers and obtain information vital to successful cross cultural workplace communication. 30 minutes Communication in the work environment is a vastly misunderstood skill. Poor communication skills hinder employee and inter-office teamwork. Effective communications are more important than ever. In this course you will learn the dynamics of communication in the workplace and develop more effective communication skills. It will also teach you how to handle ethical situations in the workplace. 45 minutes In this course you will learn how to communicate effectively and how to practice, perfect, and master your communication skills. You will learn how to assume responsibility for understanding what another person is saying and how to ensure that you are understood. You will also learn how content and process affect communication. 45 minutes This course presents tactful, effective strategies for communicating negative or unwelcome news to others. You will learn strategies for presenting negative messages both inside and outside an organization. This includes considering legal matters and recognizing cultural differences. 45 minutes This course provides an introduction to the meaning of signals projected through body language. You will learn how these signals provide clues to attitudes and feelings that can be explored and verified with effective verbal communication. By learning and practicing the techniques presented in this course, you can become a more effective communicator. Communicating as a Team Communicating Clearly: Processes, Skills, and Scenarios Communicating Cross Culturally Communicating Effectively at Work Communicating Interpersonally Communicating Negative Messages Communicating Non Verbally

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Communicating Persuasively 45 minutes This course presents techniques for communicating persuasively. Learn how to use the 3 x 3 Writing Plan to organize and compose messages and leverage new techniques for writing persuasive internal messages, sales messages, news releases, claims and adjustments, and action requests. 45 minutes This course presents three proactive communication models and provides multiple examples that will help you identify the components of each. The three models the explanation model, agreement model and closure model will teach you how to become a stronger, more positive communicator. 45 minutes This course discusses techniques to use when communicating with someone who questions or doubts the accuracy of information you are providing. Our instinctive reaction is to become defensive in this type of situation preventing any hope of a positive outcome. This course explains why people question or doubt. You will learn to use non-confrontational methods to clarify information and participate in constructive, positive communication. 30 minutes In this course you will learn the basics of effective communication and for greater confidence in your ability to ensure your messages are understood. 60 minutes Delivering effective feedback can serve as a tool to enhance performance and morale. In this course, you will learn how to provide clear, effective feedback. 45 minutes This course offers everything the business communicator needs to improve public speaking and oral present-ation skills. From learning about visual aids, verbal signposts, and planning and organizing material, your self-confidence will increase as you master your material and learn effective, successful public speaking methods. You will learn about the entire oral presentation process, including planning, organization, and delivery. Listening Skills 45 minutes This course is designed to help participants improve their listening skills through practical exercises and increased awareness of their personal listening styles. 30 minutes Active listening is a skill that will improve your ability to provide quality service to your customers. This module will help you improve your listening skills by explaining the difference between hearing and listening, and by outlining the steps involved in becoming an active listener. Communicating Proactively Communicating Reactively Communication Principles Delivering Effective Feedback Enhancing Your Speaking Skills Individual Listening Skills Practice Active Listening

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Presentation Skills

Presentation Skills 60 minutes In this course you will learn about one of the most intimidating methods of communication: presentations. You will receive worksheets and checklists to help you plan and present your remarks for the most impact, and you will learn how to deal with anxiety that often accompanies such assignments. The course also includes tools and techniques to help you determine what the audience wants and needs, methods to gauge their needs, and a structure for organizing and formatting a good presentation. 60 minutes As remote work becomes more common, employees are increasingly called on to make virtual presentations to colleagues and clients. This course covers techniques to help individuals prepare for both virtual and in-person presentations that succeed with audiences. You will learn how to identify audience needs, structure compelling information, hone your delivery, and apply best practices for virtual presentations. Social Media 35 minutes Intended for everyone, this course discusses social media and the role of social media marketing. It identifies commonly-used social media platforms and explains the significance of each in a marketing context. It also discusses the various aspects of developing a social media marketing plan. Presentations That Work in a Virtual Environment Social Media Marketing Telephone Techniques 45 minutes This course provides an introduction to effective telephone techniques. Many people overlook the importance of telephone communications, yet the telephone is the most common means for customers to contact a financial institution. Misunderstandings about effective telephone techniques can lead to lost sales or customers. This course will teach skills that help boost organizational success and professionalism. 60 minutes This course, recommended for all employees, will help you understand why telephone communications can be so challenging and presents some potential barriers inherent to telephone communication. In addition, this course gives the definition of listening, the five stages of the communication process, how to effectively answer business calls, effective and courteous ways to place callers on hold, steps to follow to minimize call escalation, and the process for breaking up complex calls. Telephone Techniques for Customer Interactions Telephone Skills

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Compliance

Compliance Officer: Regulators and Regulations 20 minutes Intended for compliance officers, this course provides an overview of how financial institutions are organized and the federal regulations and regulatory bodies involved in financial services. 20 minutes Intended for compliance officers, this course provides learners with an understanding of their role in creating and adhering to a culture of compliance to mitigate regulatory risk. Complaint Management 15 minutes This course provides an overview of the role of compliance in creating a strong complaint management program. It addresses the components of an effective complaint management program, the importance of identifying and analyzing trends in complaints, and how complaints should be addressed and responded to. Compliance Management 15 minutes Intended for compliance officers, this course provides an overview of compliance management systems (CMS), including what is needed in a CMS, how it should be adapted for your institution, and who should be involved in creating an effective one. Enterprise Risk Management 20 minutes Intended for compliance officers, this course provides an overview of the responsibilities involved in risk management, including compliance, legal, and reputational risk. The course addresses who is on the risk management committee, its policies and procedures, and vendor management. Examination Management 25 minutes This course provides an overview of the compliance officers responsibilities in preparing the institution for a BSA examination, including the components of an institution's BSA and OFAC programs, preventive measures, and the risks of non-compliance. 30 minutes This course addresses the role of the CRA officer in CRA exam readiness, including the components of a CRA program, best practices for each employee’s role, the ways institutions are evaluated, and the risks of non compliance. Compliance Officer: Roles and Responsibilities of Compliance Compliance Officer: Complaint Management Compliance Officer: Compliance Management System Compliance Officer: Risk Management Compliance Officer: BSA Examination Management Compliance Officer: CRA Examination Management

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