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Avoiding Loss at the Teller Line Webinar
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When: Archive
Where: In Your Credit Union
Contact: Kristina Kirchmer

Online registration is closed.
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Every day, frontline personnel help members with financial transactions.  Most of the time, those transactions are uneventful.  But what about instances when a teller is faced with an unusual transaction, unusual behavior, or situations that require extra due diligence?  Often, this doesn’t even involve extraordinary situations.  Yet the credit union may still take a loss, whether from a bad check, identity theft, elder financial abuse, or dealing with someone who may not have authority on an account.  In addition, what about simple human mistakes? 

From verifying someone’s authority to transact to recognizing suspicious activity, every teller should strive to improve performance and guard against loss.  How do you deal with endorsement issues, account-ownership disputes, and schemes designed to defraud?  How can you protect the member and the credit union?  How does your position on the frontline uniquely enable you to avoid loss?  What if a member is trying to "pull a fast one” on you?  Join us for this webinar and learn how to spot certain signs and activities that indicate fraud attempts.


  • Who can negotiate a check, including checks payable to multiple parties or to someone in a fiduciary capacity?
  • What are some common tricks that will help spot an imposter/identity thief?
  • How to identify potential loss situations from common scams
  • How Red Flags for Identity Theft and BSA/Anti-Money Laundering training benefits you daily
  • How can you ask more questions about a suspicious transaction without alienating a member?
    • Checklist of common financial scams
    • Internet reference links to materials on fraud
    • Scam lobby poster from the FBI
    • Fraudulent check warning signs
    • Electronic training log
    • Quiz you can administer to measure staff learning and a separate answer key

Who Should Attend:
This informative session is designed for tellers, member service representatives, new accounts staff, and supervisors. Attendance verification for CE credits provided upon request.

About the Presenter - Mary-Lou Heighes, CUCE, Compliance Plus, Inc.
Mary-Lou Heighes is President and founder of Compliance Plus, Inc.  Involved in the credit union movement since 1989, she spent 5 years working in credit unions in almost every position, including loan officer, marketer, and collector.  She also worked at the California Credit Union League for 7 years, providing compliance assistance and advising credit unions of regulatory changes.  While at the league and for several years thereafter, Mary-Lou advised on state and federal legislative issues.

Compliance Plus, Inc. was founded in 2000 to provide compliance assistance to credit unions.  Since then, Mary-Lou has helped credit unions with developing compliance programs, provided compliance training nationwide, and spoken at numerous credit union conferences throughout the country.  She has been an instructor at Regulatory Compliance Schools, conducts dozens of webinars for credit-union-related organizations throughout the country, and has written articles for Credit Union Magazine.

Educational Investment:

Archive Only
Over $75 million


$25 - 75 million


Under $25 million