Risk-Ready ROV: Promoting Accurate & Fair Valuations

Recorded on: August 21, 2025
Presented by: Kylee Durbin, Manager, Forvis Mazars, LLP

This training program is designed to equip financial institutions with the skills for maintaining excellent telephone etiquette while addressing compliance with regulatory requirements.

Participants will learn how to handle client interactions over the phone with professionalism and clarity, with the added fun of adherence to compliance standards.

• Develop skills for polite, clear, and effective communication over the phone, including proper greetings, tone of voice, and active listening.
• Gain techniques for identifying and resolving client inquires and complaints while maintaining compliance with consumer protection laws.
• Understand and apply requirements of key regulations during telephone interactions, such as Fair Lending, UDAAP, Regulation DD, Regulation E, Bank Secrecy Act, and information security.
• Understand the importance of accurately documenting phone interactions for compliance with record retention.