The CE quizzes in ABA Bank Compliance magazines provide up to six continuing education credits per year to
Certified Regulatory Compliance Managers (CRCMs). Each quiz consists of 10 questions taken directly from the
articles in each issue and have been pre-approved by the ICB for 1.0 credit per quiz. You must correctly answer
seven out of the 10 questions to receive the credit.
To take the quiz, please go to www.icbmembers.org, login, and click on “Continuing Education Quizzes (ABA
Magazine)” located on the left-hand side of the page. Once you have completed the quiz, you will receive immediate
notification of the results, which can be printed and saved for your records. Quiz credits are automatically uploaded
to your record and will show under “My Continuing Education Credits” within 48 hours. If you have any questions,
contact ICB’s Continuing Education Manager at icb@aba.com.
CRCM
Certified Regulatory
Compliance Manager
Collections Agencies and Debt Buyers Tethered:
Reviewing New Industry-wide Changes
By Chris Schauer
1. While reviewing past debt sales, what would the
banks do well to consider?
a. Financial Analysis
b. Due Diligence
c. Detailed Documentation
d. Laws that protect only the original creditor
2. What does CFPB examination module six address?
a. Consumer Complaints, Dispute Resolution,
and Debt Validation
b. Payment Processing and Account Maintenance
c. Equal Credit Opportunity Act
d. Litigation Practices, Repossession, and
Time-Barred Debt
3. In the article, what must banks demonstrate to
overcome continued emphasis by the CFPB?
a. The approach they took makes sense for their
operations
b. Culture, capabilities, and systems are compatible and
transparent
c. Compliant with all federal regulations and guidance
d. Litigation Practices, Repossession, and
Time-Barred Debt
Managing Collections Risk in a UDAAP World:
A Bank Insider’s View
By John Dassow, CRCM
4. The article addresses ensuring consistent,
fair treatment of customers, but in doing so it
DOES NOT mention what?
a. Required verbal and written disclosures
b. Advising that calls may be monitored or recorded
c. Debt resolution options
d. Mini-Miranda warning must be read verbatim
5. According to the author, how often should the bank
monitor its agents?
a. Daily
b. Hourly
c. Monthly
d. Annually
6. According to the author, how often should the bank
have an independent review of its agents?
a. Daily
b. Hourly
c. Monthly
d. Annually
Keeping Your Complaint Management Program
on Track
By Elizabeth Clarkson, CRCM, CAMS
7. According to the author, what is the most important
part of Root Cause analysis?
a. The answer to the first “why”
b. The answer to the last “why”
c. Asking “why” until you get to the root of the issue
d. The customer complaint
8. According to the article, what is NOT a possible
channel to receive robust customer feedback?
a. Business Line Complaint Channel
b. Error Dispute Channel
c. Customer Service
d. Hiring
Establishing a Successful Compliance Culture
By Dave Dickinson, CRCM
9. According to the book “The Advantage” by
Patrick Lensioni, the single greatest advantage any
company can achieve is:
e. Market Share
f. Organizational Smarts
g. Organizational Health
h. Success
10. According to the author, what is the most time
consuming part of the process?
a. Create Clarity
b. Building a Cohesive Team
c. Building Unity
d. Lo w Turnover
