BVL Vol. 07: Fair Lending Is Good Customer Service


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What Everyone Should Know About Fair Lending
Treat customers fairly and ensure fair lending compliance.

Fair Lending-it may be your biggest concern. With the right training, fair lending can be your biggest asset. Fair lending comes down to people-people giving fair and consistent treatment to those who walk in your doors. Fair lending comes down to good service "for everyone, by everyone." You can make sure your staff learns all the technical rules of Regulation B and the Fair Housing Act, but that doesn't necessarily mean that they have learned how to give good service to everyone.

This training program is based on the concept that the goal of fair lending laws-and the financial institution-is giving each customer good service. This is the best way to ensure fair lending compliance and to keep customers. Developed by Lucy Griffin and Phil Gay, this program guides staff in the right way to treat each customer. We begin with the customer. What the customer sees when he or she walks into the lobby can be the beginning of a good relationship or the first in a series of problems. Make sure that customers see what you want them to see when they enter your institution.

(Runs approximately 20 minutes.)

  • See customer service through the customer's eyes.
  • Give good service to all customers
  • Turn compliance requirements into good service
  • Identify practices and policies that may discriminate illegally
  • Approach fair lending compliance with a positive attitude.

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  • Model: VID-V07
  • Manufactured by: Bankers Video Library

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Format (Video)

This product was added to our catalog on Thursday 26 February, 2004.

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