4 Pillars of Customer Service Excellence
Ensuring Others feel heard and appreciated.
Build Connections
What is our vision?
To be the most financially sound and trusted institution where people love to work, clients love to do business, and with whom community organizations love to partner.
What does the "M" stand for in "IMPACT"?
"Make it Easy"
Who enjoys listening to music 24/7?
Jaelin (Intern)
What does "ERCRA" stand for?
"Enterprise Risk and Community Reinvestment Act"
Seek to understand first.
Be Accountable
Who is the author of the "COMPLIANCE MANAGEMENT PROCEDURE"
Christen Logsdon
What does the "C" stand for in "IMPACT"?
"Commit to Caring"
Who has traveled to Estonia, Latvia, and Lithuania?
Rob
What is a principle focus of the Compliance Department?
Hint: To provide what? For Who?
A principal focus of the Compliance Department is to provide advisory support for the Bank and its business units.
Find same-day solutions (if possible) for external and internal clients
Commit to Same-Day Resolution
Who is the author of the "COMPLIANCE PROCEDURE" word document ?
Whitney Rainbolt
What does the "A" stand for in "IMPACT"?
"Acknowledge & Celebrate Success"
Who's favorite movie is The Dark Knight?
Or
Who was born in Seattle, Washington?
Brady
What bridges the gap between change management and business unit quality assurance or monitoring to help ensure significant compliance risks within a business unit are adequately addressed ?
Periodic Testing
Bring in the internal Partners when necessary.
Navigate the Bank for the Client
What should the "Lists and Inventories" folder contain? (Name 1)
It should contain the test plan, RCM, request list, risk assessments, prior reviews, monitoring results, and any other initial scoping information.
What does the "P" stand for in "IMPACT"?
"Provide Exceptional Service"
What is completed annually using both objective data and subjective expertise from Compliance Department personnel to evaluate the regulatory risk facing the Bank?
Risk Assessments
What should the "Initial Findings" folder contain?
This folder should contain notes regarding potential findings and questions for the business unit.
What does the "I" stand for in "IMPACT"?
"Innovate for the Future"
What is our mission statement?
"To enable our clients, company, associates and the communities we serve to thrive."
What does The Compliance Review Schedule outline ?
The scheduled reviews of the Bank’s business units as defined by the Compliance Department.