Agenda

Agenda for Each Session

2:15 pm - Log in and Registration

2:30 pm - Program Begins

4:00 pm - Program Adjourns

All times in EST. 

Topics

1. Fraud-Smart Service: Protecting Customers with Confidence

Core Focus: Introduces foundational fraud concepts and the most common threats, emphasizing customer trust and everyday fraud detection. Empower every interaction—spot, stop, and solve fraud while delivering care customers trust.

2. The Trusted Teller: Building Safety Through Awareness

Core Focus: Builds on the basics by developing the ability to spot red flags and skeptical behaviors at the counter. Provides role-specific examples and clear escalation guidance. Be the first line of defense; foster trust by recognizing risks and reassuring every customer.

3. Secure Service Matters: Recognize, Respond, Reassure

Core Focus: Advances skills in identifying evolving schemes (e.g., phishing, identity theft), with emphasis on effective reporting and customer-focused communication. Builds on recognition skills from Programs 1 and 2. Master the skills to notice fraud signs early, provide clear responses, and reassure clients with every transaction.

4. Eyes Wide Open: Customer Care Through Fraud Prevention

Core Focus: Integrates all previous learning to create proactive fraud prevention advocates. Emphasizes vigilance, peer support, continuous learning, and leadership in fraud resistance. Stay vigilant—make every customer feel protected with proactive awareness woven into every service moment.

Speaker(s)

Jim Rechel is president of The Rechel Group, Inc., a risk-consulting firm headquartered in Cincinnati, Ohio. He is one of the board of The Institute for Criminal Justice Education, Montgomery, Alabama and a member of numerous national organizations and is a Certified Financial Security Officer. He is a past local board member of the International Association of Financial Crimes Investigators Association and the American Society of Industrial Security. Prior to working for The Rechel Group, Inc., Jim was Vice President for Fifth Third Bank headquartered in Cincinnati, where he held positions in various departments, including Retail and Lending, and Security Director and was a Special Agent with the FBI.

Fees

Entire Series

All Members: $850

All Non-Members: $1,700

Single Sessions

All Members: $250

All Non-members: $500                                 

Participation in IBA programs is limited to members, associate members, and nonmembers from an eligible membership category at applicable member or non-member rates. Surcharge of 100% for Non-Members.

Surcharge of 100% for non-members.

location

Virtual Training

Participants will have the ability to join from wherever you're located from the convenience of your computer. All four sessions of this course will be run via Zoom technology. We look forward to seeing you online!  

You will receive your manual 4-5 days in advance should you want to print this to have during training. At this time, you will also receive log in instructions. This is a completely LIVE virtual training where you will be able to ask questions directly to the speaker. 

Association Contact

Laurie Rees, Senior Vice President of Professional Development
LRees@indiana.bank

Molly Gibbs, Assistant Vice President - Education & Training
MGibbs@indiana.bank

Susan Clark, Professional Development Coordinator
SClark@indiana.bank

Silvia Regalado, Professional Development Coordinator
SRegalado@indiana.bank