📘 Handling Loan Inquiries Fairly at the Teller Line
Step Type: Scenario
What learners will learn: How to respond to customer loan inquiries without discouragement or bias.
Step Description: Tellers often serve as the first point of contact for loan applicants. This step provides practical guidance on ensuring every customer receives consistent, non-discouraging responses when asking about credit products.
Summary of Content: Proper handling of loan inquiries; ECOA requirements; avoiding words or behaviors that may deter protected classes; ensuring equal encouragement to apply.
Key Topics Covered:
ECOA discouragement prohibition
Equal treatment in providing information
Consistency across customer interactions
📘 Escalating Suspected Discrimination
Step Type: Text
What learners will learn: Teller responsibilities when they observe or suspect discrimination in lending.
Step Description: This step outlines escalation procedures to compliance or management when a teller notices potential violations of fair lending standards.
Summary of Content: Escalation triggers; confidentiality protections; avoiding retaliation; documentation of observations.
Key Topics Covered:
Escalation chain of command
Confidentiality of reports
Prohibition on retaliation
Compliance team obligations
📘 Recordkeeping and Fair Lending Compliance for Tellers
Step Type: Text
What learners will learn: Teller role in ensuring documentation consistency.
Step Description: This step explains why consistent and accurate recordkeeping by tellers helps institutions demonstrate compliance during audits and examinations.
Summary of Content: Importance of consistent documentation; prohibited selective documentation; examiner review methods.
Key Topics Covered:
Uniform recordkeeping standards
Avoiding selective omission
Compliance implications of incomplete records
📘 Recognizing Steering Risks at the Teller Window
Step Type: Scenario
What learners will learn: How to recognize and avoid steering customers toward or away from products.
Step Description: This step uses scenarios to demonstrate how steering can occur when tellers selectively present credit options.
Summary of Content: Definition of steering; examples of steering in teller interactions; how to maintain neutrality.
Key Topics Covered:
Definition and risks of steering
Equal presentation of options
Teller accountability
📘 Spotting Redlining Risk in Customer Conversations
Step Type: Streak
What learners will learn: How tellers can identify and avoid contributing to redlining concerns.
Step Description: This step illustrates how customer interactions may raise redlining risks and how tellers should avoid reinforcing geographic bias.
Summary of Content: Definition of redlining; subtle forms of discouragement tied to geography; how to provide neutral, fact-based information.
Key Topics Covered:
Historical redlining practices
Teller interactions with geographic references
Neutral responses to customer questions