CONTINUING EDUCATION QUIZ
CRCM
Certified Regulatory
Compliance Manager
The CE Quizzes in ABA Bank Compliance provide up to six continuing education credits per year to those who
hold the CRCM certification. Each quiz consists of ten questions taken directly from the articles in each issue.
The quizzes have been pre-approved by the ICB for 1.0 credits each. You must correctly answer seven out of ten
questions to receive the credit. To take the quiz, please go to ICB Certification Manager, aba.csod.com/client/aba/
default.aspx. After you login, click on your certification on the home page which will take you to the “Certification
Details” page. Locate the quiz, select “Request” to launch the quiz. Quiz credits are automatically uploaded to
your record. If you have any questions, please contact ICB at icb@aba.com.
Feature: Cultivating Soft Skills:
Your Compliance Program’s Cherry Topping
by Barbara Boehler, J.D., LL.M.
1. What does the author say is the dessert of your compliance
program?
a. Drafting policies and procedures
b. Testing activities to identify risks and confirm controls
c. Monitoring regulatory changes
d. Soft skills
2. When conducting training, the author states you should always
consider your audience and:
a. The different ways people learn
b. The time allotted for the presentation
c. The students’ background and knowledge of compliance
d. The students’ previous training
Feature: Extreme UDAAP:
A Cautionary Look at Sales Practices
by Meg Sczyrba, J.D., CRCM, and Kara Tucker, J.D.
3. Why are improper sales practices an extreme example
of a UDAAP violation?
a. Marketers don’t know anything about compliance
b. Compounding inherent risk
c. Sales people are inconsistent
d. Compliance officers are adrenaline junkies
4. Confronting sales practices is akin to mountain climbing.
The goal of confronting sales practices does NOT include:
a. The sales staff giving customers all of the information needed, in an
understandable way, to make an informed decision about the best
product or service.
b. Sales staff providing all material terms, including fees and
limitations to customers without pressuring them into a product that
benefits the sales staff, or signing customers up for products without
their knowledge.
c. Marketing departments ensuring that customers understand product
advertising before entering the bank.
d. Financial institutions having a governance structure in place to detect
and mitigate related risks.
5. Sales practice governance does NOT include which of the
following?
a. Risk assessment
b. Policy and procedures
c. Monitoring
d. Documented consent
Feature: Best Practices for the Consumer Complaint
Management Program
By Liza Warner, CPA, CFSA, and CRMA
6. A comprehensive consumer complaint management program
is critical for banks not only to meet their strategic business
objectives, but to manage their:
a. Training programs
b. Marketing campaigns
c. Regulatory risk
d. Employees
7. Collecting the right information and entering it into a complaint
management database or other system will help provide the
following, EXCEPT:
a. Consistency of documentation
b. Tracking
c. Response
d. Confidentiality
8. In conducting root cause analysis, understanding why
a complaint surfaced will help identify needed process changes
to do the all following, EXCEPT:
a. Retain Employees
b. Mitigate future complaints
c. Retain customers
d. Limit regulatory risk
Feature: How to Ensure Redlining is a Relic of the Past
By Kathryn Morris, CRCM
9. Based on recent cases, regulatory enforcements have included
citations reflecting risk throughout the loan process for the
following, EXCEPT:
a. Market Presence and Advertising
b. Customer Interaction
c. Receipt of Applications
d. Training
10. While many other aspects of a redlining review can be
performed by analyzing data, customer interactions are best
monitored through:
a. Database Monitoring
b. Qualitative means
c. Customer Surveys
d. Product Applications
