Call Center Training: Security, Regulations & Legal Issues

Date:

Feb 11, 2026

Register

Empower your call center team to be your first line of defense, not your weakest link.

In this practical, plain‑English program, non-branch, non-face-to-face staff will learn the real-world regulations behind everyday calls, emails, texts, and chats, including fraudulent check claims, debit card disputes, complaints, identity theft, and money laundering red flags. Discover what to say, what to document, and when to escalate so your contact center protects your accountholders, your institution, and your compliance program on every interaction.

Agenda

February 11, 2026
11:00 am - 12:30 pm EST

Finally, a regulatory and compliance program designed for non-member contact employees. You are not face-to-face with the accountholder, but you are answering their calls, emails, texts, and other communications. Learn what regulations and compliance issues affect you every day. From fraudulent check claims to debit card fraud and complaints, learn what to do and how to respond. We will also delve into many deposit regulations and other issues that may affect the call center such as identity theft and money laundering.

Topics

KEY WEBINAR TAKEAWAYS:

  • Managing regulations when not face-to-face with the accountholder
  • Red flags for money laundering and fraud transactions
  • Distinguishing from the signature card who you can talk to on an account
  • Additional information about online credit union agreements
Speaker(s)

Deborah Crawford
Gettechnical Inc.

Deborah Crawford is the President of Gettechnical Inc., a Florida-based firm specializing in the education of financial institutions across the nation. Her 30+ years of experience began at Hibernia National Bank in New Orleans. She graduated from Louisiana State University with both her bachelor’s and master’s degrees. Debbie specializes in the education of financial institution employees and officers in the areas of deposit account laws, new account documentation, insurance, complex compliance regulations, and IRAs.

Additional Information

WHO SHOULD ATTEND?

  • Call center employees
  • Deposit operations
  • Deposit compliance
  • Training

TAKE-AWAY TOOLKIT

  • Deposit Compliance Issues Handbook for call centers
  • Employee training log
  • Interactive quiz
  • PDF of slides and speaker’s contact info for follow-up questions
  • Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.

Fees

Live Webinar - $279

  • Unlimited connections for your institution
  • Available on desktop, mobile & tablet
  • Take-away toolkit
  • Presenter’s contact info for questions

On-Demand Webinar - $279

  • Unlimited & shareable access starting two business days after live stream
  • Available on desktop, mobile & tablet devices 24/7
  • Take-away toolkit
  • Ability to download webinar video
  • Presenter's contact info for questions

Live + On-Demand - $379

Get the best of both and save when you Bundle the Live & On-Demand Webinar registration! This option includes all the items listed above.

**100% surcharge applied to non-members.

Association Contact

Katie Yates
Education Coordinator
o: 317-387-9380
d: 317-333-7162
kyates@indiana.bank