GA Communities First Magazine 2012 Nov-Dec

N O V E M B E R • D E C E M B E R 2 0 12

CBA is...Passion. Purpose. Power.

Inside

• 2013 Programs & Special Events • Meet CBA’s Chairman • New CBA Endorsements

REGULATE Consumer Lending School

GR

OW

Bank Secrecy Act

COMPLIANCE Accounting/Auditing

SUCCESS

2013

FeeSecurity Interest Essentials of IRAs Income IT Security Conference Mastering HMDA Strategies

loans

Official Publication of the Community Bankers Association of Georgia

Loan Processing

Best Practices Mortgage ers Auditing in Action BANK SECURITY L e n dPerfect

BANK OPERATIONS

Members

TEAM

Chairman's Summit

LEARN

NETWORKING

Share Knowledge

f i n a n c i a l Global Cash FlowWEBINARS Statements Leadership Analyzing Financial Loan Operations

Identity Theft

Participate Workplace Law

Ask Questions

Training the Credit Analyst

apply yourself

S t r e t c h

y o u r

m i n d

GRASPCommercial Lending School Capital Bank Directors' College The 2013 Education Issue Member:

GEORGIA

Communities FEATURES

page 2 | Meet the Chairman

FIRST

page 4 | Community Banking Day at the Capitol

N OV EM BER/DEC EM B E R 2 012

page 6 | 2013 – A Year of Education

INSIDE 1 Finer Points 2 Meet CBA's 2012-2013 Chairman 3 Message from the President/CEO's Desk 4 CBA Announces the Endorsement of VINtek, Inc., and

SNL Financial 7 The Southeast Bank Security Management Conference 10 1st Quarter 2013 CBA Webinars 11 The Southeast Financial Workplace Law &

Compliance Program 12 2013 CBA Compliance Program 13 CBA Staff Recognized for Years of Service 14 Decrease Payment Card Losses 17 Independent Study Finds that Financial Institutions are Losing Clients as a Result of a Single Fraud Attack 19 Apply People Power to Develop New Value-Added Services Your Customers Need 20 Personal Financial Manager

S ta y connected Scan with your smartphone to view our website.

Carolyn Brown, President & CEO carolyn@cbaofga.com Steve Bridges, Executive Director of Legislative & Regulatory Affairs steve@cbaofga.com Shera Banks, Marketing Assistant shera@cbaofga.com Donna Coutant, Education & Special Events donna@cbaofga.com Teresa Day, Receptionist / Administrative Assistant teresa@cbaofga.com Lindsay Greene, Vice President Marketing & Member Services lindsay@cbaofga.com Amanda Lee, Education Intern educintern@cbaofga.com Tammy Maass, CFO tammy@cbaofga.com Jodi Swilley, Vice President Education & Professional Development jodi@cbaofga.com Charlie Watts, Lobbyist

Community Bankers Association of Georgia 1900 The Exchange, Suite 600, Atlanta, GA 30339 (770) 541-4490 or (800) 648-8215 • Fax (770) 541-4496 www.cbaofga.com • cba@cbaofga.com

Nick Wilborn, Operations Assistant nick@cbaofga.com Peake Wilson, Vice President peake@cbaofga.com

FINER

POINTS

Back to Work

By Cam Fine, President & CEO, Independent Community Bankers of America

“America’s present need is not heroics but pattern of contentious standoff. Certainly, President healing; not nostrums but normalcy; not Obama knows his administration’s legacy hinges on a full economic recovery, and everyone knows we revolution but restoration.” have a long way to go to achieve that normalcy.

Then-Republican presidential candidate Warren Harding offered those words during the post-World Fortunately, whatever unfolds in Washington, ICBA War I spring of 1920. In a speech that framed his remains well-positioned to work constructively with campaign’s “Return to Normalcy” theme, Harding many allies in the 113th Congress and in the Obama captured the weary mood of Americans longing for administration. That’s because ICBA is committed greater social harmony and economic stability after to working with policymakers on both sides of the years of war, foreign entanglements, and domestic aisle on behalf of the nation’s community banks. and financial turmoil. He won the White House in Officially and steadfastly, we’re neither red state, a landslide, and a long period of economic renewal nor blue state—we are the multiple colors of community banks. Our only bias is for achieving soon followed. the best interests of community banks While an imperfect reflection of our and Main Street America. country’s current challenges and As our record in Washington shows, aspirations, Harding’s words should ICBA will work with anyone and nevertheless strike a chord today with everyone, whether an individual or community bankers and with the rest of a group, to see our members’ policy America. Moving into the sixth year of our priorities through. Any member of nation’s hard-slogging, anxious recovery Congress, regardless of his or her from the Wall Street financial crisis, it’s party affiliation, can help achieve fair to say we all would welcome more community banking’s objectives. So certainty, more constructive political it’s back to work in Washington for ICBA, where cooperation and a lot more normalcy. we’re already touching base with new and returning After two years of contentious campaigning members of Congress. and debate, after more than $6 billion spent on unrelenting electioneering, America has returned Regardless of any election’s outcome, there’s always politically to where we started, with a divided important work to do on behalf of the nation’s government. There was no landslide election to community banks and Main Street America. The force a clear change in policy direction one way or election is over and the results known. It’s another the other. President Obama will stay in the White new day for ICBA and all of our members to promote House for another four years, Democrats will retain and fight for community banking. And of course, control the Senate, and Republicans will hold sway that’s more important than ever. So please join us. over the House of Representatives.

Whether our elected officials choose more gridlock or renew a spirit of cooperative compromise, only time will tell. With more than six dozen newly elected members of Congress arriving in Washington next month, there’s an opportunity to break today’s

Member:

N o v e mbe r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o m m u n i t i es Fi r s t | 1

Meet CBA’s 2012-2013 Chairman, Dan Oliver

M

eet Dan Oliver, President and CEO of Smyrna-based Vinings Bank and the 2012-2013 Chairman of the Community Bankers Association of Georgia (CBA), the state’s only advocate working solely for the interests of community banks and their customers.

For the 2012-2013 year, Mr. Oliver's theme is, “CBA is…Passion. Purpose. Power.,” demonstrating his vision to bring excellence and enthusiasm to the state of banking in Georgia. “The theme reflects the passion our member banks have to come together through CBA, stay the course, and continue to work hard to take care of the customers, employees and communities we serve,” commented Mr. Oliver.

S

Mr. Oliver was a founding member of and chartered Vinings Bank in 2007. He has over 40 years of commercial banking experience, with his tenure including work in both large and small institutions.

Mr. Oliver’s career included a 14-year term with Trust Company Bank, and he has since held executive officer positions in four subsequent banks.

An experienced bank instructor for both the CBA and the American Institute of Banking, Mr. Oliver was also instrumental in the initial development of the CBA’s popular Commercial Lending School.

Mr. Oliver is a graduate of West Georgia College and The Graduate School of Banking of the South at Louisiana State University (LSU).

What you may not know about Mr. Oliver is that he is a barbecue expert, logging in hours at the grill. Each year, the bank hosts a barbecue to celebrate Community Banking Month. Bank customers, law enforcement officials and community leaders enjoy ribs, chicken, hot dogs and true Southern hospitality.

Is your bank hosting a fun event or honoring someone in your community? Send us your news and you could be featured in a future issue of Georgia Communities First magazine!

2 | www.cbaofga.com | November • December 2012

Budgeting for 2013?

Order Your Copy of the 2013 $alary $urvey!

The CBA is pleased to offer the 2013 Executive Bank Compensation Survey. This survey is conducted every three years by Mauldin and Jenkins, LLC and provides information on the top three bank executives (CEO, CLO and CFO) as well as directors.

Visit www.cbaofga.com to order your copy today!

Message from the President/CEO's Desk

W

ith the holidays upon us, there is a heightened awareness about supporting those in need and helping local communities. As I’ve traveled the state of Georgia this past year and during my 20+ years with the Community Bankers Association of Georgia (CBA), I’ve learned supporting the community is not limited to the holidays – Georgia community bankers are supporting charities, schools, organizations, and conducting random acts of kindness on a daily basis.

Please let me take this opportunity to thank you for your support and continued involvement. As a member-driven association, the CBA provides an excellent value for Georgia's community bankers. We encourage you to maximize the value of your CBA Membership by taking advantage of the many benefits available to you.

As we plan CBA activities and educational opportunities for 2013, you’ll be pleased to know we are offering both tried and true programs, as well as adding new programs to keep you well-informed and well-represented.

Please do not hesitate to call if there is anything I can do for you.

Best wishes to you, your family and employees for good health, happiness, and prosperity in the coming year.

Carolyn Brown President & CEO r!

ATE nda D e l NEWur Ca Yo ark

M

CBA Day at T the Capitol

he Community Bankers Association of Georgia (CBA) invites you to attend the annual Community Banking Day at the Capitol, featuring state legislators, top state government officials, as well as representatives from the state and federal regulatory agencies. Plan to attend and show your support on Wednesday, February 20, 2013.

The tradition began in 1990 as a way to honor community bankers and state elected officials, as well as emphasize the important role Georgia's community banks have in providing local support to their communities. On February 20, 2013, bankers and Associate Members will fill the state capitol halls to see their lawmakers at work and enjoy a legislative briefing in the historic Georgia Railroad Depot Blue Room. Following the briefing, attendees will join their legislators in the Freight Room for a luncheon and the opportunity to discuss important legislation.

"Governmental relations is a top priority for the CBA; and, Community Banking Day at the Capitol is just one Wednesday, February 20, 2013 way to reinforce important legislative issues related to community banking,” said Carolyn Brown, President & Chief Executive Officer of the CBA. "We believe our community banks provide an invaluable service to Georgia by focusing on the growth of the local communities, and we come together on this day to support legislative initiatives that will help continue these efforts.”

Invitations have been sent and attendees may return their invitation, register online at www.cbaofga.com, or email Donna Coutant at donna@cbaofga.com. The fee to attend is $85 per member bank/company for as many attendees from the same bank/company as desired.

N o v e mbe r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o m m u n i t i es Fi r s t | 3

CBA Announces the Endorsement of VINtek, Inc., and SNL Financial

T

he CBA is pleased to announce the endorsement of two new providers: VINtek, Inc., for electronic lien and title (ELT) services and SNL Financial for bank performance and analytics research service. The CBA’s Endorsed Member Company (EMC) program recognizes financial vendors with the highest quality products and services. To earn the endorsement, companies must meet stringent quality standards, fulfill industry needs and satisfy certain other key criteria, such as the ability to meet the long-term needs of financial institutions, customer service, financial soundness and management strength. After a thorough due diligence process, VINtek and SNL earned the approval of both the CBA’s Member Services Committee and the Board of Directors. "We are pleased to announce this strategic partnership with VINtek and SNL,” commented Carolyn Brown, President & CEO of the CBA. Our members can have peace of mind knowing both companies have been thoroughly researched by their peers across the state.”

Brad Serff, President & CEO, Providence Bank, Alpharetta, and Chairman of CBA’s Member Services Committee, emphasized the Association’s extensive due diligence process. "VINtek has been selected as the preferred ELT provider for several other banking associations nationally and supports an impressive client roster. Many Georgia community banks are already working with VINtek, and we are confident they will be a strong partner for the CBA’s member banks.”

“In addition,” Serff commented, “SNL is now part of a group of 25 banking associations that have partnered with SNL over the past five years. CBA members are now able to take advantage of exclusive discounts to SNL Financial’s extensive product offerings.”

T

he Motor Vehicle Division of the Georgia Department of Revenue has implemented an Electronic Lien and Title (ELT) program, which provides paperless vehicle titles to participating financial institutions. According to House Bill (HB) 865 & Mandatory Electronic Lien & Title Program, the Georgia Electronic Lien and Title program ("ELT”) provides a method for lenders that finance vehicles to be titled in Georgia to record and receive notice of security interests and liens electronically.

To participate in ELT, lenders must enter into an agreement with an ELT service provider authorized by the Department of Revenue to electronically process security interest and lien information. This law is effective January 1, 2013.

To facilitate a smooth transition, the law allows for a discretionary phase-in of the mandate by regulation.

For more information: VINtek, Inc.: Visit www.vintek.com or contact Robert Christini, Vice President of Sales, (484) 478-1819 or rchristini@vintek.com.

4 | www.cbaofga.com | November • December 2012

SNL

is the leading provider of financial data and analytical tools for banks. SNL collects, standardizes and disseminates corporate, financial, market and merger and acquisition data, plus news and analysis for the banking, financial services, insurance, real estate, energy and media and communications industries.

Bankers can use SNL to evaluate their balance sheet relative to peers, optimize their branch footprint and marketing strategy and assess potential acquisitions.

SNL provides a robust suite of tools to help banks evaluate their performance and grow their business.

For more information: SNL Financial: Visit www.snl.com/communitybank or contact Julie Jones, Business Development Manager, (434) 951-4419 or jjones@snl.com.

CBA Scholarship Applications Now Available

2013 Julian & Jan Hester MEMORIAL SCHOLARSHIP

A Scholarship to Assist Deserving High School Seniors In Their First Year of College

T

he 2013 scholarships are open to Georgia high school seniors who intend to enter a Georgia college, university or technical college (two-year program or more) in the fall semester of 2013. The CBA will award four $1,000 scholarships in May 2013. The deadline for submitting applications to a CBA member community bank is April 5, 2013, and banks should submit all applications to the CBA no later than April 12, 2013.

The scholarship is named for the late Jan Hester, daughter of Lalia and the late Julian Hester, long-

time CEO of the CBA. The scholarship program began in 1991 and is based on merit. To compete, students must write a short essay on the characteristics of a community bank, and the continuing benefits they offer to their home communities. In addition to supporting community banking, this scholarship fund is an opportunity to pass on the positive qualities both Julian & Jan Hester exemplified to further the development of tomorrow’s generations.

2013 J. Steven Walraven

Memorial Scholarship Fund

A Scholarship Designed Specifically for Bank Employees

T

he goal of this scholarship is to assist full-time employees interested in furthering their education to enhance their career in community banking. To compete, employees must write a short essay on how community banking has impacted their life and how it will enable them to give back to their community. One $500 scholarship will be awarded. All applications will be forwarded to the CBA from each community bank,

and the scholarship committee will meet and determine which candidate should receive the scholarship.

The scholarship is named for the late J. Steven Walraven, a former community bank president. His wife, Rebecca, and their sons have developed the scholarship in his memory. Much of Steven's life was dedicated to improving his community and community banking.

Applications should be submitted to CBA by April 12, 2013.

Contact Lindsay Greene (Lindsay@cbaofga.com) or Teresa Day (Teresa@cbaofga.com ) for more information on either of these scholarships or visit www.cbaofga.com.

N o v e mbe r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o m m u n i t i es Fi r s t | 5

The 2013 Education Issue REGULATE Consumer Lending School

f i n a n c i a l Global Cash FlowWEBINARS Statements Leadership Analyzing Financial members SUCCESS

Share Knowledge Loan T EO Ap eM r a t i o n s COMPLIANCE Accounting/Auditing

LEARNNETWORKING

GR Save the

Dates!

OW

1st Quarter|SCHOOLS & CONFERENCES

Principles of Mortgage Financing Tuesday-Friday, January 15-18, 2013 JHTC at CBA Headquarters, Atlanta

1/2

4 s day

Commercial Lending School Monday-Friday, March 11-15, 2013 JHTC at CBA Headquarters, Atlanta

The CBA Southeastern Community Bank Chairman’s Summit

Southeast Bank Security Management Conference

Wednesday, February 27, 2013 The Ritz-Carlton Lodge, Reynolds Plantation, Greensboro

Tuesday-Wednesday, March 26-27, 2013 The Westin Buckhead, Atlanta

Announcing a new program for Community Bank Chairmen...

The CBA Southeastern Community Bank Chairman’s Summit Wednesday, February 27, 2013 Ritz-Carlton Lodge, Reynolds Plantation, Greensboro, Georgia

W

hat does the Chairman of the Board really do?

Is it a ceremonial position or one that requires actual action? For too long, the role of the Chairman of the Board of a financial institution has generally been undefined. This Summit will help answer those questions.

This is a unique format; it is not a lecture; it is not a seminar presentation; but rather, it is an open forum dialog discussion among bank Chairmen from across the state.

This Chairman’s Summit will be facilitated by Philip K. Smith of the legal and consulting firm Gerrish McCreary Smith. Several years ago, Mr. Smith and his firm, in conjunction with the Independent Community Bankers of America (ICBA), developed a Chairman’s Forum, which he continues to host across the country each year. Now, Mr. Smith brings this one-of-a-kind program directly to Georgia.

This is an opportunity to pick up techniques and trends used by other Chairmen to lead their organizations. The program’s unique format allows for significant peer interaction and networking.

6 | www.cbaofga.com | November • December 2012

General topics often include: • The Chairman’s duties and responsibilities in a

changing environment; • The Chairman’s obligation in specific situations

such as mergers and acquisitions, dealing with

stockholders, problem bank issues and the like; • The Chairman’s best practices for running

meetings; • Dealing with board and management

succession issues; and, • Committee appointments and responsibilities.

The CBA is pleased to partner with Philip Smith to offer this unique program to Georgia community bank Chairmen. Mr. Smith has been a good friend to the Association for over a decade, and he is one of the more popular speakers and facilitators in the country.

We invite you to SAVE THE DATE and make plans now to attend this one-day Summit. A golf networking event followed by a reception is planned for the afternoon before the Summit. These details and much more will be featured soon in the Bank Chairmen’s Summit brochure and other CBA publications. CPE and CLE credits will be available to participants. Sponsorship opportunities are also available. To learn more, please contact Jodi Swilley at Jodi@cbaofga.com or (770)-541-4492.

t

emen

zzl embe

Announcing CBA's new...

SOUTHEAST BANK SECURITY MANAGEMENT CONFERENCE

FBI

ro “THE SOLUTION CONFERENCE FOR ESTABLISHING YOUR bb SECURITY PROGRAM” secu ery BASELINE, BANK–WIDE d ge rity u a a t r s f o h Tuesday-Wednesday, March 26-27, 2013 The Westin Buckhead, Atlanta The security function is an integral part of banking operations. Fulfilling your role as security officer does not need to be a full time job, but it must be a professional one. Security officers need a working knowledge of the laws, regulations and industry standards that give them the duty, authority and responsibility to act. They must also be able to develop policies and procedures to address security concerns and protect employees, customers and others, along with facilities, assets and records.

All regulatory agencies require the institutions they supervise to develop and maintain a Security Program---this is not an option. To be truly effective, a Security Program must contain policies and procedures that regulate the routine activities of every function and department with your institution.

The Community Bankers Association (CBA) of Georgia is pleased to partner with Dana Turner, a nationally-known security professional to present the inaugural CBA Southeast Bank Security Management Conference. This dynamic, fast-paced conference is specifically designed to address the continuing education needs of today’s professional security officer as well as others who have security responsibilities. Topics for discussion will include all aspects of bank security, including recent developments and changes in regulatory requirements.

The CBA invites you to make plans now to attend this one-of-a-kind Conference designed specifically for the community bank security professional and others with responsibility for this important function. SAVE THE DATE and watch for the brochure to arrive at your office soon.

About Your Facilitator Dana Turner is a nationally-known security practitioner and is the founder of Security Education Systems LLC, Pipe Creek, Texas. As a speaker and conference facilitator, Dana has delivered thousands of platform, telephone and Internet presentations. He has designed and participated in continuing education programs offered by state and national banking and credit union associations, state and federal examining and law enforcement agencies -and state and national security, audit and human resources organizations.

As a consultant, Dana has participated in -- or led -- hundreds of projects and assisted in the development and delivery of components of seminars, schools and conferences. As a writer, Dana has written many manuals and books -- and numerous newspaper, trade publication and magazine articles published and distributed both nationally and internationally. Dana is the author of the Financial Institution Security Library and he also serves as one of the forum moderators for BankersOnline.com.

Dana is the developer of -- and instructor for -- ICBA's Bank Security Institute. And, he teaches across the country in a variety of banking association training programs.

COURSE MATERIALS & CONTINUING EDUCATION All registrants will receive a workbook containing information compiled by the speakers. 11.5 hours of Continuing Professional Education (CPE) credits will be provided for the two-day conference.

WHO SHOULD ATTEND? Security managers, cashiers, training officers, compliance officers, human resource officers, auditors and anyone with security responsibilities will benefit from this two-day conference.

SCHEDULE FOR BOTH DAYS 8:00 a.m. Registration/Continental Breakfast 8:30 a.m. Program NOON Lunch 1:00 p.m. Program 4:00 p.m. Adjourn

HIGHLIGHTS: Security: Some Assembly Required This session is designed to provide you with: • Techniques to help you develop and maintain an appropriate security function • A practical, prioritized list of things that must be done and the rationale for doing them • Policies, procedures and best practices to ensure your Security Program is the best it can be • Best practices to build allies with the Board of Directors, Human Resources, Retail Operations and Audit Social & Workplace Violence Survival Techniques The likelihood of becoming a victim of a violent crime is present in the related crimes of simple assault, sexual assault, burglary, robbery, extortion, hostage events, bomb threats, relationship abuse, terrorist acts and “random” assaults. This session will provide you with simple, effective violence prevention and response tactics and techniques to ensure the personal safety of you, your co-workers and your customer. You will learn how to plan for, prevent or react appropriately to potentially violent encounters---at work and at home.

Embezzlement: Working with Liars, Cheats, & Thieves Embezzlement, or defalcation, is the intentional misuse or misappropriation of funds or property entrusted to an employee -or some other person who has power, control, trust or authority over money or property.

Embezzlement is the nation’s favorite financial crime (after money laundering) -- and losses attributed to embezzlement are greater than those from all other financial crimes combined. This presentation provides a basic methodology and appropriate techniques for identifying potential -- and practicing -embezzlers. The techniques shared are useful for pre-employment screening, audit work and for conducting internal investigations and much more!

OTHER SPEAKERS/TOPICS will be included in the conference.

Communities First Communities First 12th Annual

NATIONAL COMMUNITY BANK SERVICE AWARDS NATIONAL COMMUNITY BANK SERVICE AWARDS

Volunteering, Rebuilding, Connecting, Coaching, Mentoring, Developing, Inspiring…

How does your community bank give back?

Community Banks, Community Service Each year, we honor community banks that have gone above and beyond to improve their communities through their commitment of time and resources. If you are a community bank with an ongoing community service, volunteer, or financial literacy program, we want to hear from you. Describe your bank’s program and how it positively impacts your community and the people involved.

Go to www.icba.org/awards and tell us your story.

Be Seen in 2013!

CBA Advertising & Sponsorship Opportunities Available If your goal is to target top decision makers in Georgia’s community banking industry, you will find the CBA offers numerous advertising and sponsorship opportunities throughout the year.

Advertising in the Georgia Communities First magazine, CBA Today eNewsletter, Georgia Financial Directory, or on the CBA website will keep your name in front of bankers on a regular basis.

Sponsorships at the CBA offer a world of benefits including recognition before, during and after a CBA event. Combine advertising and sponsorships and pay before February 15, 2013, to enjoy even greater savings!

For more information, contact Lindsay Greene at lindsay@cbaofga.com.

8 | www.cbaofga.com | November • December 2012

Entries must be received by December 3, 2012.

Winners will be recognized in April as part of Community Banking Month.

Sponsored by:

GO L CAL BANK SHOP DINE

sm

Wishing you and your family a warm holiday season and a healthy and happy New Year!

Group of Asset Servicing Professionals Thursday, January 24, 2013 11:45 am - 1:45 pm

Maggiano's Little Italy at Cumberland Mall 1601 Cumberland Mall SE, Suite 200, Atlanta, GA 30339

Make Plans Now to Attend the 1st Quarter GRASP Luncheon Forum!

This informative and popular forum was introduced in late 2011, and a large number of community bank special asset professionals from across the state have attended GRASP to network with peers and to hear hot topics from a variety of industry experts.

GRASP is designed to promote networking opportunities and offer additional member benefits to CBA members involved in the origination, perfection and servicing of collateralized assets, loss mitigation and special assets. Chaired by M. Todd Westfall, Esq. of Howick, Westfall, McBryan & Kaplan, LLP, GRASP provides quarterly educational luncheons including a variety of distinguished guest speakers, topics and formats.

Often, a panel discussion format is employed where questions and audience interaction are encouraged.

From a young age, we’ve each recognized the value of expertise. That’s why our professionals monitor accounting changes impacting banks related to Allowance for Loan and Lease Losses (ALLL). And because in business, we all still need partners.

100+

financial institution clients

Topics covered in 2012 include:

• "Top Ten Things You Should Know about Bankruptcy in the Special Assets Arena."

• "Appraisals and the FDIC/OCC Requirements."

• "Property Taxes - Making Sure You Don’t

Overpay or Lose Property."

• "Is that REO Property Ready for Market?"

• "Is it Better to Sue the Debtor or Foreclose and Confirm?"

• "The REO Process from an Outsider’s View."

• "Workshop Style Hypotheticals."

During these challenging times, there is nothing more important than having an experienced and capable special assets professional to manage and oversee your bank’s special assets. One way to stay current on industry standards and best practices is to network with other asset servicing professionals at a GRASP Luncheon Forum. CPE credits are available to participants. Save the date of January 24, 2013, and watch for details regarding the January forum or contact the CBA Education Department at education@cbaofga.com.

CRIcpa.com | blog.cricpa.com ALABAMA | FLORIDA | GEORGIA | KENTUCKY LOUISIANA | MISSISSIPPI | TENNESSEE | TEXAS

1ST QUARTER 2013 - CBA WEBINAR CALENDAR Affordable, professional training when and where you choose.

The CBA offers over 100 webinars a year and provides you with three training options to choose from as follows: 1. LIVE WEBINAR Listen from the convenience of your telephone, computer, iPad, iPhone or Android and view the visuals/handouts via your computer or on paper.

Register Today!

2. ON-DEMAND WEB LINK & FREE CD ROM* Can't attend the live webinar? The on-demand web link is a recording of the live event, including audio, visuals, and handouts. As an added bonus, you will also receive a FREE audio/visual CD ROM.* The CD ROM includes the original audio/visual presentation, the question and answer sessions, and the handouts.

3. BOTH LIVE WEBINAR & ON-DEMAND WEB LINK (INCLUDES FREE CD ROM) Options 1 and 2 described above.

Please consider joining the CBA for one or several of the first quarter webinars. To learn more about the webinar topics and to register, visit www.cbaofga.com or contact a CBA Team Member.

JANUARY 2013 1/3

Completing the New SAR Report Line-by-Line: Deadline March 31, 2013

FEBRUARY 2013 2/5 Consumer Financial Protection Bureau

2/6 Dissecting Regulation CC:

Holds, Substitute Checks &

Check Clearing

2/7 New Security Officer Training: 1/10 IRA & HSA Review & Update –

BPA Requirements, Issues,

2012 & 2013 Tax Years

Reports & Best Practices

1/15 Facebook 101 Getting Started:

Policies, Risk Assessment & 2/12 Recent Interagency Guidance

Next Steps

on Community Bank Stress

Testing for Enterprise Risk 1/17 Director Series: The Electronic Board Management

Package: Rules & Best Practices

2/14 Tax Refunds: ACH Exceptions, 1/22 2013 Technology Forecast: Online, Posting & Bank Liability

Mobile, Social, Payments & Branches

1/24 Qualifying Borrowers Using Personal 2/20 Countdown to the New CTR Report: Are You Ready for the

Tax Returns Part 1: Basics, Itemized

March 31, 2013, Deadline?

Deductions, Interest & Dividend

Income, Sole Proprietorships

& Capital Gains 2/21 Qualifying Borrowers Using

Personal Tax Returns Part 2: 1/29 Compliance Rules the Board & Senior Income from Rentals, Royalties,

Management Must Know

Partnerships, S Corps & Farms

1/30 ACH Death Notification Entries & 2/26 Advanced Collection Techniques

Reclamations (DNEs): Your Bank’s

That Reduce Delinquency & Loss Liability

2/27 Managing the New Risks in 1/31 Effective IT Crisis Management:

Loan Participations

Business Continuity, Disaster

Recovery & Incident Response

2/28 SBA Lending Update 2013: Trends,

Regulations & a Look at SOP 50 10 Note: Dates/Topics subject to change.

1/8

Title Insurance Policies, Commitments & the New ALTA Endorsement

10 | www.cbaofga.com | November • December 2012

MARCH 2013 3/5

3/7

Fair Lending Comparative File Review

3/12

Developing Sound Email, Social Media & Mobile Device Policies

3/13

Frontline Excellence: The Key to Cross Selling & Customer Retention

New BSA Officer Training

3/14 Legal Aspects of Bank Operations 3/19

Fair Credit Reporting & FACT Act Risk-Based Pricing Notices: Clarifying the Confusion

3/20

Flood Insurance Compliance Update: Requirements, Issues & FAQs

3/21 Understanding the Director’s

Role, Responsibilities

& Liability in Today’s

Banking Environment

3/26 Call Report Revisions & Updates

The Southeast Financial Workplace Law & Compliance Program Become a Member Today!

H

uman resources now extend beyond the traditional overtime, discrimination and leave requirements; and, include corporate governance, regulatory compliance, director and officer fiduciary responsibilities, and the new external whistleblower threats.

2013 will continue to be the ramp-up year for the Dodd-Frank Act. The CBA, in partnership with Ray Stanford of SIO Law Group, a CBA Associate Member Company, invites you to become a member of the 2013 Southeast Financial Workplace Law & Compliance Program.

This program is designed to provide affordable workplace law information and reliable counsel to help you meet your workplace/ employment law compliance requirements and minimize or avoid costly lawsuits. Convenient and timely educational workshops, webinars and legal counsel will be provided to those who have responsibility for workplace/employment and benefits law.

Annual membership in the CBA Southeast Financial Workplace Law and Compliance Program is in the bank’s or company’s name. The program contact person may be the Human Resources (HR) Officer or the Senior Executive responsible for the workplace. Typically, this person would be registered to attend the workshops, annual conference, late-breaking webinars, and monthly “Noon-Time” Telephone Forums. Additional staff may attend these events at a discounted price or as a substitute for the primary contact. The annual membership fee includes major benefits such as: • Two hours of workplace law telephone counsel through SIO Law Group; • Two classroom workshops; • Late breaking news webinars; • SIO Law Group's - The Workplace Law Alert e-Newsletter; • “Noon-Time” Telephone Forums; • A representative from each member bank may attend the two workshops and the annual conference at no additional registration fee; • Each member bank will receive two hours of workplace law and compliance telephone counsel through SIO Law Group through December 2013; and, • Each member bank may send additional attendees to the workshops and/or conference for discount pricing.

Don’t miss this opportunity to join other southeast financial human resource professionals as they come together to learn from an industry expert, Ray Stanford, Founder & Partner, SIO Law Group, to provide you with this program. The SIO Law Group offers legal representation and counsel to community banks in areas ranging from traditional employment, benefits, and compensation law to staffing, violence/risk assessment, insurance defense, data management, intellectual property protection and … Dodd-Frank compliance! To learn more about SIO Law Group, visit www.siolaw.com. To learn more about this program and to become a member, please contact the CBA Education Department at education@cbaofga.com.

Community Banking Day at the Capitol Thursday, February 20, 2013

THE

save DATE

Bank Chairman's Summit Wednesday, February 27, 2013 35th Annual Leadership Division Convention & Mini-Trade Show Thursday – Sunday, June 20-23, 2013 Omni Amelia Island Plantation Resort, Amelia Island, FL

N o v e mb e r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o mm u n i t i es Fi r s t | 11

2013 CBA Compliance Program - Become a Member Today!

Trying to figure out the regulatory changes resulting from the Dodd-Frank Act and forthcoming rules from the Consumer Financial Protection Bureau (CFPB) will be like putting together a 2000-piece puzzle in a very short period of time!

The CBA is known for its ability to put the pieces together when it comes to regulatory change! The CBA has already made plans to be ready to provide comprehensive compliance training for any changes to the federal regulations, as well as offer other popular compliance topics through its cost-effective Compliance Program. The CBA is pleased to continue its partnership with Professional Bank Services (PBS) to offer the 2013 Compliance Program.

The PBS training staff is known for their ability to present complex topics and intersperse practical observations. And, their written materials are the best in the industry. The written materials are presented in a detailed manual with a descriptive, “plain language” outline on each topic. The manual includes tips for use in developing required policies and procedures, suggested training ideas, and it serves as a reference guide and resource tool for your bank.

The CBA Compliance Program annual membership is in the bank’s name. Therefore, the attendee for each quarterly program can be your bank’s compliance officer and/or an additional representative from your bank. If the topic for a particular quarter relates to lending you may wish to send a representative from the lending department; or, if the topic relates to the deposit side, you may wish to send a different representative. The annual membership includes a variety of features and benefits such as: • •

•

• • •

Quarterly programs held in five convenient cities across the state; One complimentary registration for each compliance member bank to attend the quarterly programs; Discount pricing for compliance member banks to send additional people to the quarterly programs; PBS quarterly newsletter, InCompliance (a $195 value); PBS toll-free number for routine compliance questions; and, Much more!

The CFPB is expected to release substantive changes in the near future, including: “Know Before You Owe” – TILA/RESPA Mortgage Disclosure Integration; Requirements for Escrow Accounts; “Ability-to-Repay” Provisions; Loan Originator Compensation-TILA; Appraisal Rules – ECOA; Appraisal Rules for Higher-Risk Mortgages-TILA/FIRREA; High Cost Mortgages and Homeownership Counseling – TILA/RESPA and Mortgage Servicing Rules – TILA/RESPA. When these changes arrive, PBS recommends the instructors will need two days in each city to teach the regulatory changes.

Therefore, the 1st and 2nd quarter compliance programs will be combined into five two-day programs to be held in April and May 2013. The 3rd quarter compliance program topic will be the “Bank Secrecy Act/Anti-Money Laundering,” and the 4th quarter compliance program topic will be “Compliance Update.”

As you can see, 2013 will be a year packed full of regulatory change. The CBA and PBS are committed to be ready to help you stay abreast of the changes, as well as provide you with training for other hot topics such as the Bank Secrecy Act. The CBA invites you to join the 2013 Compliance Program. Additional details regarding how to become a 2013 Compliance Program member will arrive at your bank soon! For immediate assistance, please contact the CBA Education Department.

2013 CBA COMPLIANCE PROGRAM TENTATIVE SCHEDULE 1st & 2nd Quarter Combined Two-Day Compliance Program RESPA & Regulation Z

3rd Quarter Compliance Program - Bank Secrecy Act/ Anti Money Laundering

4th Quarter Compliance Program - Compliance Update

Monday-Tuesday, April 22 - 23, 2013 - Rome Tuesday-Wednesday, April 23 - 24, 2013 - Duluth Wednesday-Thursday, April 24 – 25 - Brunswick Tuesday - Wednesday, May 14-15 - Macon Wednesday - Thursday, May 15-16 - Albany

Tuesday, September 10 - Brunswick Wednesday, September 11 - Tifton Thursday, September 12 - Macon Tuesday, September 17 - Rome Wednesday, September 18 - Duluth

Tuesday, December 10 - Brunswick Wednesday, December 11- Albany Thursday, December 12 - Macon Tuesday, December 17 - Rome Wednesday, December 18 - Duluth

Note: Date/topics/locations subject to change.

12 | www.cbaofga.com | November • December 2012

CBA Staff Recognized for Years of Service GEORGIA FINANCIAL

T

DIRECTORY

he Community Bankers Association of Georgia (CBA) recognizes three employees for their 10 years of service to the Association. Steve Bridges, Jodi Swilley, and Peake Wilson were honored earlier this fall and each received an engraved plaque.

“Achieving 10 years of service is a highly respected milestone at the Community Bankers Association of Georgia and I am pleased to recognize these individuals for their time, commitment and dedication to our Association,” said CBA President & CEO, Carolyn Brown.

Steve Bridges, Executive Director of Legislative & Regulatory Affairs Former Georgia Department of Banking & Finance Commissioner and CEO of CBA, Steve now serves as the chief lobbyist and the primary regulatory liaison of the Association, and handles all of the legislative and regulatory affairs of the Association at both the state and federal levels.

Jodi Swilley, Vice President, Education and Professional Development With a 30-year banking career, Jodi oversees all educational programs offered by the CBA, which includes schools, colleges, seminars, and webinars. She also oversees the Annual Community Banking Day at the Capitol, Spring Regional Luncheon Meetings and Regulation & Taxation Committee Meetings.

Peake Wilson, Vice President Peake is responsible for planning both the Leadership Division Convention & Mini-Trade Show and the Annual Meeting & Trade Show. She handles all legislative correspondence, is the Leadership Division Liaison, coordinates the Association's Board meetings and manages the CBA office.

N o v e mb e r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o mm u n i t i es Fi r s t | 13

Decrease Payment Card Losses Best Practices in Fraud Detection and Risk Management

By Eric Lillard Director of Fraud Operations, PULSE, a CBA Endorsed Member Company

P

ayment card fraud has been on the increase for years and has become a major source of ill gotten proceeds for international criminal enterprises.

With advanced technology, today’s thieves can steal the card data of millions of consumers and have thousands of fraudulent cards on the market around the globe in less than 24 hours.

It’s no surprise that fraud continues to be one of the most pressing challenges facing financial institutions.

One of the first steps you can take is to plan ahead.

Expect that your bank could be affected by a card data compromise and ensure that your incident response plan is prepared to handle it.

warning signs in account information. Such signs may include non-U.S. addresses or phone numbers; multiple accounts being opened by the same individual; trial deposits; newly issued identification; and unexpected account changes.

Educate Cardholders Working with your customers to educate them on steps they can take also is beneficial in combating fraud. Cardholders should be encouraged to monitor their accounts online and sign up for text or email Detection – The Best Defense alerts to let them know if certain activities, like large The majority of consumers hold their bank responsible cash withdrawals, are made. for notifying them of, and defending them against, debit card fraud. An investment in detection tools It also is important to educate cardholders about can lower fraud costs and build cardholder confidence “phishing” attacks. Phishing has increased substantially through fraud mitigation. over the past year, coming in the form of emails, texts and automated voice messages. Cardholders should be Most financial institutions have invested in some informed about various types of phishing schemes and form of debit fraud deterrents, such as fraud detection reminded to NEVER provide their account number or and alert systems. Larger banks may be able to justify PIN as a response to any automated voice message, the cost of developing their own customized systems, text message received on their cell phone, or to emails. while smaller ones may find systems offered by their networks or processors to be more affordable.

What’s Next?

Every financial institution, no matter how large or Train Employees small, can take steps to reduce its fraud losses. Although One of the best weapons you have against debit fraud criminals will undoubtedly losses is your staff. An educated staff can identify fraud continue to devise new instances early to prevent large-scale fraud, determine hacking techniques, banks the difference between criminal fraud and “friends and can help protect themselves family” fraud, and gain the confidence of cardholders and their cardholders to prevent fraud-based attrition. from card fraud losses by Financial institution employees can help reduce fraud developing and executing a losses if they are trained to be diligent and look for comprehensive fraud management plan.  For more about PULSE, contact Denise Stigge at denise.stigge@pulsenetwork.com or call (832) 214-0181.

14 | www.cbaofga.com | November • December 2012

We understand you’re cautious about what may be around the bend. But you can be confident that our singular focus on debit for more than 30 years can help you optimize a secure debit program. We deliver the insight, resources and guidance to retain customers and attract new ones.

Be prepared for what’s next by going to pulsenetwork.com.

©2012 PULSE

© 2011 RMAGENCY.COM

N o v e mb e r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o mm u n i t i es Fi r s t | 15

IT ALL ADDS UP

CBA Endorsed Member Companies Superior Products … Significant Discounts When it’s time to research new service providers or rethink current ones, your first call should be to the CBA of Georgia. Each of the Endorsed Member Companies below has already earned the seal of approval from the CBA members. Many offer special pricing to CBA members. Explore the revenue-enhancement opportunities with these vendors and improve your bottom line!

ACG | Currency Counting Program Phil Winn | phil@acg.us.com | (770) 442-9800 Banc Consulting Partners | Executive Benefits/BOLI Brian Miller | bmiller@yourbankpartner.com | (770) 485-8559 banc-serv Partners, LLC | SBA Loans, Packaging, Sales & Servicing Brad Crawford | bcrawford@banc-serv.com | (866) 408-2262 BankersEdge | Online /DVD Training Program Nora Ebersbach | nebersbach@bankersedge.com | (314) 542-6493 BankSmart | Bank Operations/Vendor Management Jim Wilkson | jwilkson@banksmartusa.com | (813) 774-8000 Computer Services, Inc. | Web@Work Portal for Directors/Employees Bill Evers | Bill.Evers@csiweb.com | (800) 545-4274 Corporation Service Company | UCC/Lien Searches Jen Matthews | jmatthews@csinfo.com | (800) 927-9801 CRS Data | CRS Data Banker Suite Real Estate Info Dave Russell | drussell@crsdata.com | (865) 584-8017 Dell SecureWorks | Managed Internet Security Jamie Kirkland | jamie_kirkland@dell.com | (404) 486-4481 The Eversole Group, LLC | Marketing Program Craig Eversole | craig@theeversolegroup.com | (601) 977-5225 Executive Insurance Agency, Inc. | VSI Program Randy Sower | info@executiveinsuranceagency.com | (770) 474-2355 First Data | Internet Banking & Mobile Banking Mike Amerson | mike.amerson@firstdata.com | (865)288-7259 FIS | Free ATM Network Steven Roberts | steven.roberts@fisglobal.com | (770) 209-8484 Harland Clarke | Check Program Ryan Busenitz | ryan.busenitz@harlandclarke.com | (787) 923-3402 IMPACT Financial Services | Overdraft Privilege Program Bob Flowers, Jr. | bflowers@impactfinancial.com | (770) 477-9452

MountainSeed Appraisal Management, LLC | Commercial Appraisal Management Carl Streck | carl@mountainseed.com | (404) 736-6106 PULSE | Debit Network Program Denise Stigge | denisestigge@pulsenetwork.com | (800) 420-2122 Sageworks | Cash Flow Analysis Shea Dittrich| shea.dittrich@sageworksinc.com | (919) 851-7474 SHAZAM | Debit Card/EFT Processing Mark Fucci | mfucci@shazam.net | (866) 644-9314 SNL Financial | Financial Industry Data Julie Jones| jjones@snl.com | (434) 951-4419 Southwest Financial Services, Ltd. | Flood Determination Insurance & Appraisal Management Stephanie Bennett | stephanie.bennett@sfsltd.com | (513) 621-6699 Staples | Office Supply Program Jason Warholak | jason.warholak@staples.com | (404) 664-4543 TransFirst | Merchant Services Processing Donna Burns | dburns@transfirst.com | (731) 772-1425 Travelers | D & O/Institutions Bond Program Diana Baker | dcbaker@travelers.com | (678) 317-7882 Triad Financial Services, Inc. | Consumer Loan Program Keith Stayer | kstayer@triadfs.com | (800) 522-2013 TriNovus | TriComply Compliance Solution Starr Largin | starr.largin@trinovus.com | (205) 588-4316 UPS | Overnight Delivery Program Brooke Carter | brookecarter@ups.com | (404) 699-6419 VINtek, Inc. | Electronic Lien & Title (ELT) Robert Christini |rchristini@vintek.com | (484) 478-1819 William Mills Agency | Public Relations Firm William Mills | william@williammills.com/(678) 694-7213

Give us a call at (770) 541-4490 or (800) 648-8215 or visit CBA online at www.cbaofga.com 16 | www.cbaofga.com | November • December 2012

I nd e p e nd e n t S t u d y Fin d s t h a t F in a n cia l I ns ti tu t i o n s a r e L o s ing Clien t s a s a Result of a Si ng le F r a u d A t t a ck

By Tiffany Riley Vice President, Marketing, Guardian Analytics

A

study by Ponemon Institute, the “2012 Business Banking Trust Study,” found that fraud is widespread among small and medium-sized businesses (SMB) that look to their financial institution (FI) to be principally responsible for ensuring the security of their accounts.

"This year's data confirms that SMBs are looking to their FI to be the expert on fraud prevention, and they have every right to do so," said Dr. Larry Ponemon, chairman and founder, Ponemon Institute. “Fraud techniques continue to evolve rapidly and FIs must continually monitor and update defenses to stay ahead of criminal activity."

"This study outlines the strategic impact that fraud has on an FI – lost profits and lost customers," said Terry Austin, CEO, Guardian Analytics, which sponsored the study. "Furthermore, recent court cases have sided with businesses when it comes to fraud liability.

Fortunately, there are fraud prevention solutions that are proven to be effective, giving FIs the opportunity to restore trust with their customers by taking a more proactive stance in preventing fraud."

The study, with surveys completed in May 2012, provides insights into SMBs' online banking behavior, their views of banks' security practices, and the Additional findings include: impact just one fraud incident can have on banking • SMBs are rapidly increasing their use of online relationships. Nearly 1,000 SMB executives in the and mobile banking United States participated in the third annual study.

• Fraud attacks against businesses are widespread • SMBs expect their financial institution to be Year-over-year results show that SMBs are ongoing the expert, but think they’re not doing enough victims of account takeover and are realizing • Fraud losses result in lost business for FIs significant losses due to fraudulent electronic banking transactions. The most revealing findings are that, as Learn more or download the report here: www. a result of fraud, SMBs are not only losing confidence GuardianAnalytics.com/2012TrustStudy. in their FIs’ fraud prevention practices (30 percent of responses), but are taking some or all of their banking business elsewhere (40 percent).

The study revealed that 73 percent of online fraud attacks result in the successful transfer of money.

Despite efforts by FIs to recover funds, 61 percent of reported fraud attacks result in lost funds.

Reimbursement of the nominal fraud loss varies from zero to the full amount, but in the end all parties suffer as a result of fraud.

N o v e mb e r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o mm u n i t i es Fi r s t | 17

Could Your Bank Do Better With ICBA?

BEFORE

AFTER

Tis the season to boost your bottom line with ICBA’s products and services.

Join the thousands of community bankers who are already benefiting from profitability solutions from ICBA, the organization focused solely on your success.

ICBA Bancard & TCM Bank ICBA Mortgage ICBA Securities 1-866-THE-ICBA | www.icba.org

ICBA Reinsurance

Apply People Power To Develop New ValueAdded Services Your Customers Need

By Jim Ghiglieri Senior Vice President, Corporate Communications, SHAZAM, a CBA Endorsed Member Company

I

n a tight economic market, coupon use, group buying of daily online deals, and increased research prior to purchase have become commonplace for many consumers.

According to the annual Red Plum Purse String Study conducted

by Valassis*, 62 percent of shoppers spend up to two hours per week seeking savings through coupons. In the process those shoppers are saving an average of $30 per week. The study also found 88 percent of deal seekers are most likely to visit their favorite savings or deal websites at least weekly.

Whether in print, online, or increasingly, on mobile phones, this bargain-hunting behavior likely applies to financial services, as well.

The consumer may not necessarily understand the existing fee structure for their bank products and what they receive in return for that fee. Yet they do know they don’t want to pay more for those services. So, when community banks consider raising fees on existing services to drive revenue, the backlash can be swift and, as the megabanks have learned, can leave banks backpedaling.

People Power As an industry, we may have created a vicious circle where fees – even nominal ones charged for exceptional products and services – are concerned. Today’s consumers have been trained by banks themselves to expect these products and services to be free. Through social media and today’s rise of “people power,” consumers take to the Internet and the streets to protest financial institutions for increasing or charging new fees.

Throw in the hungry 24-hour news cycle and the social media universe and, in a short time, you have banks apologizing and rescinding proposed fees. The aftermath for the bank? No new revenue, a shattered brand and empowered consumers considering moving their financial relationships.

This didn’t happen overnight. Much of the attitude stems from the hundreds of financial institutions that have made “free” a central part of their marketing messages, particularly in the last decade. We all know the old adage “You can’t get something for nothing” is true. But banks pinned down by the promise of “free” led to hidden fees, which in part, led to the heavily regulated environment we are all now experiencing.

So, how do you create additional revenue without raising or adding new fees? The most logical solution is to innovate and create new value-added products and services based on customer needs. However, innovation almost always comes with a cost to financial institutions. The big questions for banks are: Which new products and services do our customers want (and are willing to pay for) and how will we recoup the cost of that development?

Using People Power for Product Development If customers will rise up and tell you what they don’t want (increased or new fees for the same products and services), chances are, with a little coaxing, they’ll take the opportunity to tell you what is missing from their current set of financial products and services. There are a number of ways to engage customers, employees, and other stakeholders about where they are experiencing gaps in their financial world. These include focus groups, survey tools, social media, and face-to-face conversation.

Secondary research and data sets pulled from your existing database and reviewed with product development in mind can also unearth valuable nuggets of information. Viewed through the lens of increasing revenue and expanding the customer relationship, those nuggets can lead to development of value-added products and services your customers will thank you for – by paying for them.

So what are these value-added products and how should they be priced and marketed? The answers will, of course, be different for every bank and will depend greatly on your community bank’s business plan and existing products and services. Here are a few ideas, however, that some of the financial institutions in the SHAZAM network are working to implement.

Credit and Debit Cards Upping transactions is the name of the game in today’s cards space.

Offering user-friendly rewards for shopping members and photo cards for teen members, for example, are each tactics that can not only increase credit and debit card usage; but can also be a tremendous source of new revenue when priced right. Why not charge a fair price for a personalized debit card? Today’s consumer loves personalization, and having the face of the cardholder on the card can also be a fraud deterrent.

Dynamic Currency Conversion International visitors have the same need for cash as Americans.

Yet a trip to the ATM is hardly as simple for them. Fluctuating exchange rates and posting dates make the mental math more than most want to confront. By building a dynamic currency conversion program into an ATM network, financial institutions provide a valuable service to travelers and – depending on the location of the ATM network and the fee schedule assigned – banks stand to capture a sizable chunk of revenue.

Identity Theft Protection When customers understand that identity theft causes personal losses up to $5,000 on average – and that it can take as many as 130 hours for an individual to resolve – they become very interested in learning how to protect their identities. By offering identity-restoration products like ID TheftSmart, community banks are able to protect their customers and their institutions from financial losses. As a cherry on top, the product is priced low enough that banks can use it to develop a completely new source of income.

These are only three examples of many that community banks can explore. By turning on the people power at your bank, you’ll discover what’s currently missing from your product or service lineup that might lead to new growth opportunities. The key is to first engage your customers, prospects and other stakeholders, and dig through existing data to mine the gaps. For community banks, the solution will provide a twofold benefit: filling a void in the everyday lives of their customers and building stronger, deeper relationships. New product research and development takes time, patience, and sometimes a little luck.

 For more about SHAZAM, contact Mark Fucci at mfucci@shazam.net or call (866) 644-9314.

N o v e mb e r • D e c e mbe r 2 0 1 2 | Ge o r g i a C o mm u n i t i es Fi r s t | 19

Per s onal F in a n c ia l Ma n a g er

By Tim Miller Director, Strategic Alliances, First Data ePayments, a CBA Endorsed Member Company

O

nline banking tools are popular with consumers for tracking balances and account activity, but they provide an incomplete and segmented view of a customer’s financial situation. Personal Financial Manager (PFM) tools offer a remedy for this, consolidating customers’ financial products into a single, complete financial picture that provides them with the tools they need to track expenses, manage debt, and create a financial game plan to achieve their goals.

In spite of the promise of PFM solutions, they have been slow to be adopted: according to research by Aite, only 27 percent of consumers use online PFM tools. However, they have proven to be an effective way for FIs to increase customer loyalty and facilitate crosssales. Banks that strategically deploy robust, userfriendly PFM solutions can reap the benefits of this underutilized service—especially if they provide a PFM experience that is closely integrated with their existing online banking platforms.

provides PFM as part of its online banking suite, it positions its institution as a valuable resource.

The More You Know, the Better Service You Can Provide PFM data is a rich resource to better understand your customers’ financial situations and goals.

PFM provides an aggregated view of customers’ savings accounts, credit cards, investments, and insurance and retirement accounts—both at your institution and with third parties. The more an institution knows about how individual customers are spending, saving and managing debt, the more relevant and precisely targeted its products, services and offers can be.

Once an institution builds a robust PFM user base, it can mine the data to create customer profiles and use those profiles to develop truly relevant Support Customers’ Financial Goals and marketing and sales campaigns.

Increase Loyalty Since the 2008 financial crisis, increasing numbers Be Ahead of the Curve and Reap of consumers are taking financial planning the Rewards and debt management more seriously, and are Customers are increasingly demanding more from searching for resources to help them create their banks, and PFM is a cost-effective way to budgets, set financial goals, and monitor their add value to an institution’s offerings. Doing so spending. PFM offers financial institutions a way may allow an institution to set the standard for to help their customers take control and more PFM and gain the reputation of a leader--yielding effectively manage their finances. When an FI increased revenue, loyalty and brand awareness.  For more about FirstData, contact at Mike Amerson at mike.amerson@firstdata.com or call (865)288-7259.

20 | www.cbaofga.com | November • December 2012

Visa Means Business.

Around The World,

And Around The Block.

Consumers want Visa cards, but they don’t want to go to a mega bank. Put the power of the Visa brand to work for your customers with a Visa program through ICBA Bancard that’s right for your bank.

Join the ICBA Bancard community of Visa issuers. Become a Visa-issuing community bank.

Hear from consumers on why they bank locally

1-800-242-4770 | www.icbabancard.org/visacommunity

1900 The Exchange, Suite 600 Atlanta, GA 30339 www.cbaofga.com

freedom of choice

Choose an EFT Network Invested in You

While some would like community financial institutions to have fewer choices and less control, SHAZAM believes that community financial institutions must remain in control of their own futures.

SHAZAM is owned and operated by community financial institutions. We understand who you are and what you believe in. We’re here for you, providing the cost-effective technology that makes you more effective.

You do have a choice in EFT networks. Choose the only EFT network invested in your success.

www.shazam.net

(800) 537-5427