Customer Service Representative

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  • IRA Reporting to the IRS: Getting it Right!

    What boxes need to be completed on the 1099-R IRA distribution reporting?What is the definition of a “Recipient” for reporting purposes?
    What alphabetical and/or numerical codes are used in box 7 of the 1099-R for each type of withdrawal?
    How do we report IRA owner and beneficiary names on the 5498?
    What types of contributions report in which box?
    How do we report repayments, postponed contributions, and late rollovers?
    Can the 5498 be used as the annual RMD notice to customer in required distribution?
    How can we minimize incorrect reporting by accessing reports before submission to the IRS?
    What are the steps for correcting a bank reporting error?

  • The UCC for Lenders

    Overview and UCC definitionsArticle 9 secured transactions
    Perfection and attachment
    Rules of priority
    UCC forms and how they work: UCC-1, UCC-3, UCC-5, UCC-11
    Common mistakes: debtor names, collateral descriptions, filing locations
    Titled assets
    Special rules for intellectual property
    Special filing offices

  • Introduction to Consumer Lending

    Learn about the basics of consumer lendingExplore marketing consumer loans
    Gain an understanding of how institutions make consumer lending decisions based on the five C’s of credit
    Review the basics of consumer loan structure, support, documentation, and compliance with an auto loan, RV loan, and HELOC as examples
    Apply consumer lending through “case studies”

  • Health Savings Accounts: Financial Institution vs. Customer Responsibility

    What are the HSA contribution limits for 2025?
    How are employer and employee contributions reported?
    What do we do if a customer contributes too much to an HSA?
    How do we replace funds for overpayment due to a medical procedure?
    What happens to the HSA when the owner dies?
    How do we handle online transfers between HSA and non-HSA accounts?
    What happens if an HSA account is overdrawn?

  • 2025 BSA Officer and Staff Update: All-Day Streaming (7 CRCM Credits)

    Proposed AML/CFT Program ChangesBeneficial Ownership Update
    SAR Decision-Making
    Writing a Good SAR Narrative
    Customer Identification Program and Customer Due Diligence
    High-Risk Customers and the Questionnaire
    314a and 314b
    Record Keeping – funds transfers and monetary instruments

  • Writing Procedures for Personal and Business Accounts: CIP/CDD, Risk, TIN Reporting

    Review federal laws we have to cover in the opening of accountsLearn the different ownership types that we should set up sample signature cards and screenshots for
    You will receive a checklist for documents for every type of business and nonprofit accounts
    How to set up a manual like this if you are in more than one state
    What questions should we ask and research for state law purposes
    You will receive a template to start the hard work and lots of guidance to help you in the process

  • Opening New Accounts – Part 1 (3 Part Series)

    6-Step Account Opening ProcessTIN Compliance
    Personal Account Ownership Overview
    Personal/Consumer Account Difficult Scenarios
    Opening Accounts for Minors – UTMA
    Who Can Access An Account During Lifetime And At Death

  • Opening New Accounts – Part 2 (3 Part Series)

    Business Account DocumentationResolutions – Purpose and Proper Completion
    Business Taxation Options and Why We Have To Care
    Sole Proprietorships
    General, Limited, Limited Liability, and Limited Liability Limited Partnerships
    Limited Liability Company and Series LLC
    Determining LLC Business and Tax Classification
    Profit and Non-Profit Corporations
    Understanding Sub-Chapter S Corporations (S-Corps)
    Non-Profit Associations, Social Clubs, and Charitable Organizations

  • Opening New Accounts – Part 3 (3 Part Series)

    Defining Trustee, Personal Representative, and Fiduciary Roles and ResponsibilitiesTIN Compliance for Trust, Minor and Fiduciary Accounts
    Proper Account Titling
    Formal vs. Informal Trust Comparison
    Key Questions to Ask When Setting Up Trust Accounts
    Six Pieces of Required Information For all Trust Accounts
    Revocable vs. Irrevocable Trust Accounts
    Payable on Death (POD)
    As Trustee For, In Trust For, Totten Trusts
    Minor Accounts

  • BSA/AML and OFAC Compliance – 3 Part Series- Part 1 (7.5 CRCM Credits)

    These rules impact anyone in your institution who has direct dealings with customers, such as Customer Service Representatives and tellers. But others are impacted as well, like loan officers and others who make important customer-related decisions. Compliance officers, auditors, attorneys, and management too will benefit from this information, as well, as they often are the ones who must draft these complex programs, administer them, and audit them.

  • Bi-Monthly Compliance Briefing – April 2025 (2.5 CRCM Credits)

    Anyone in the institution having compliance responsibilities – when you think about this, it could be just about anyone in the institution. This may include members of senior management, operations personnel, lending personnel, underwriters, customer service representatives, back-room personnel, and of course compliance officers, auditors, and attorneys, and anyone else in the institution that might benefit from this valuable information.

  • Commercial Construction Lending

    This session is ideal for commercial lenders, credit analysts, and support staff that deal directly with commercial construction loans, as well ass mortgage bankers, private bankers, small business lenders, loan review specialists, special assets officers, lending managers, and credit officers indirectly involved in the construction lending process.

  • BSA/AML and OFAC Compliance – 3 Part Series – Part 1 (7.5 CRCM Credits)

    These rules impact anyone in your institution who has direct dealings with customers, such as Customer Service Representatives and tellers. But others are impacted as well, like loan officers and others who make important customer-related decisions. Compliance officers, auditors, attorneys, and management too will benefit from this information, as well, as they often are the ones who must draft these complex programs, administer them, and audit them.

  • IRA Beneficiary Payouts Workshop

    This interactive session is ideal for CSRs, tellers, operations department reps, call center employees, and anyone who determines who the beneficiaries are for payout options.