Webinar Series: Mastering the Art of Client Development @ Online - Link Will Be Sent in Advance
Feb 21 @ 1:00 pm


This is a live webinar series that will run from 1:00 – 2:00 PM EST on the following days:

  • Friday, February 21
  • Friday, February 28
  • Friday, March 6
  • Friday, March 13

Each session will be available for OnDemand viewing for seven days after the initial presentation.

Could you use a deeper understanding of human nature to attract, acquire, retain and grow client relationships, while being your authentic self – without being salesy? This four-part webinar series will teach registrants how to better develop stronger client relationships.


What you’ll be able to do after this course:

  • Use a deeper understanding of human nature to attract, acquire, retain and grow client relationships while being your authentic self
  • Engage more potential clients into first meetings
  • Awaken the needs and motivation in your clients necessary to take the actions which are in their best interest
  • Make the emotional connection necessary to maximize every client relationship
  • Turn your presentations into conversations that show your clients that you have the best solution
  • Build the commitment necessary to eliminate the tendency for clients to resist taking action
  • Develop stronger and deeper relationships with your clients


Why is this course different? All of your client’s decisions are made emotionally. To effectively connect with an emotional decision, you must use approaches that are responsive to the human nature and underlying psychology involved in all decisions to buy and change. This course takes the deepest dive available into providing attendees with an understanding of buying psychology and approaches that work consistently with that psychology. These approaches are based on the workings of human nature, not the professional’s personality.


This series is for client facing professionals in:

  • Private Banking
  • Trust
  • Wealth Management
  • Insurance
  • Investments
  • Small Business Banking
  • Commercial Lending



Bill Gager – Founder, Reach Higher

Bill has spent the last 20 years helping financial professionals to maximize their client relationships. He does this by using a counter intuitive, psychologically based, approach that taps deeply into human nature.

Webinar: Debt Collection Rules Update @ Online - Link will be sent 24 hours in advance
Mar 12 @ 10:00 am – 11:30 am


In May 2019, the CFPB published its proposed debt collection rules. While the rules primarily address the obligations of third party debt collectors, they also suggest there are direct obligations on first party lenders, including banks. Moreover, the rule will impose greater expectations on banks and other creditors with respect to vendor management and documentation. As industry prepares for the final rule to be published, find out why banks and other creditors are concerned with the rule and what you need to do to prepare for this sweeping debt collection reform. This webinar will address the following questions:

  1. Are banks and other creditors covered by the proposed rule?
  2. What provisions of the proposed rule directly impact banks?
  3. What provisions of the proposed rule will indirectly impact bank operations?
  4. What changes should banks be preparing for?
  5. How will the rule impact vendor management?



Caren Enloe – Partner, Smith Debnam

Caren Enloe is a partner and concentrates her practice in consumer financial services litigation and compliance, bankruptcy, and commercial litigation with an emphasis on creditor’s rights. She practiced with Smith Debnam from 1992 until 2011 and rejoined the firm in 2015 following a three and a half year stint with an Am Law 200 law firm based in Atlanta. Ms. Enloe has a deep understanding of the complex compliance environment surrounding the financial services industry and regularly advises financial service companies on licensing and compliance issues involving state and federal consumer protection and finance statutes. Ms. Enloe earned her Juris Doctor cum laude from Campbell University School of Law, where she served as a member of the law review. She holds a Bachelor of Arts and Bachelor of Music from Appalachian State University.

Webinar: ABA Customer Service Representative Certificate @ Online, Self-Paced
May 13 @ 9:00 am

Registration will open on March 2


The NCBA is partnering with the American Bankers Association in a special launch of their Customer Service Representative Certificate. This training is self-paced, with a launch date of Wednesday, May 13. Attendees will be given a roster of all participants to allow for peer discussion and networking while taking the course. The estimated time allotment for this program is 10.5 hours.

This certificate program addresses the knowledge and skills necessary to achieve superior performance in this important position within the bank. Customer Service Representatives (CSRs) conduct basic banking transactions and cross-sell bank products and services. Successful CSRs respond to customer needs with a thorough understanding of retail products and services, and resolve customer problems with knowledge of pertinent bank policies and procedures. In addition to the courses that address sales and customer service, the curriculum also emphasizes business ethics and banking fundamentals. Basic selling and cross-selling are covered as well.

Topics that will be covered are:

  • Banking Basics
  • Why Quality Customer Service Matters
  • Communication Basics
  • Online Communication
  • Verbal Communication
  • Written Communication
  • Relationship Sales
  • Effective Referrals
  • Overcoming Objections
  • Various Learner Toolkits


Stay tuned for speaker information.

Webinar: Certified Banking Vendor Manager Training @ Online, Self-Paced
Jun 9 @ 9:00 am

Registration will open on April 1.


The NCBA is partnering with SBS CyberSecurity on the Certified Banking Vendor Manager virtual training. This training is self-paced, with a launch date of June 12. Attendees will be given a roster of all participants to allow for peer discussion and networking while taking the course. Total allowed time to complete the course is ten weeks, and includes 6.5 lecture hours, 8 lab exercises and a final exam. Click HERE to watch a short video from the instructor for a more detailed description of the course.

This course includes real-world exercises to build a comprehensive vendor management program to take back to organizations. Objectives include:

  • Become a trusted expert in vendor management in the eyes of your auditor or examiner
  • Develop a clear understanding and confidently implement a vendor selection and review process
  • Comply with FFIEC external dependency management guidelines

Topics that will be covered are:

  • Vendor breaches, laws, and regulations
  • Information security program and risk management
  • Selection of vendors
  • Ongoing vendor management
  • Creating a dynamic vendor management program
  • Contract structuring
  • IT audit and exam preparation

This is a must-attend program for ISOs, Auditors, IT Managers, Compliance Officers, Security Personnel and Operations Officers.


Speaker Information

Jon Waldman – Co-Founder, SBS CyberSecurity and SBS Institute & Executive Vice President, IS Consulting

Jon Waldman is a co-founder and Senior Information Security Consultant for SBS CyberSecurity, a premier cybersecurity consulting and audit firm dedicated to making a positive impact on the banking and financial services industry. He maintains his CISA and CRISC certifications and received his Bachelor of Science in Computer Information Systems and his Master of Science in Information Assurance with an emphasis in Banking and Finance Security from Dakota State University. Over the last ten years Jon has helped hundreds of financial institutions across the country create and implement comprehensive, valuable, and manageable Information Security Programs. He also conducts webinars and certification programs for the SBS Institute.

Webinar: A Proactive Approach to Liquidity Management @ Online - Link Will Be Sent in Advance
Jul 15 @ 10:00 am – 11:15 am

Registration will open on May 4


The NCBA is partnering with Darling Consulting Group on the Proactive Approach to Liquidity Management virtual training. This is a live webinar that will take place from 10:00 – 11:30 AM EST on Wednesday, July 15. Attendees will be sent the login information 24 hours in advance. The session will run for about an hour and will be followed by a 15 minute Q&A session.

Loan growth continues to outpace deposit growth and on-balance sheet liquidity levels are declining. Wholesale funding levels are on the rise and deposit attrition levels continue to increase. Undeniably, liquidity is under pressure – and regulators are taking notice. This session will address the challenging liquidity landscape in our industry, and what every bank should be doing to develop a “best practice” approach in liquidity management – regardless of the levels of liquidity you have today.

Key takeaways will include:

  • Managing regulatory pressures
  • Identifying the appropriate liquid asset cushion
  • Learning the importance of an effective Contingency Funding Plan
  • Building the appropriate stress tests and remediation plans
  • Becoming comfortable with higher levels of wholesale funding
  • Case studies to improve margin and manage liquidity

This session is designed for CEOs, presidents, CFOs, lenders, controllers and ALCO members. 


Speaker Information

Mark Haberland – Managing Director, Darling Consulting Group

In his role, Mark works directly with financial institutions to strengthen their asset liability management process. He provides support to clients in the areas of liquidity risk management, capital, ALM modeling and reporting and regulatory compliance.  He is a top-rated speaker and frequent author on numerous balance sheet management topics and conducts customized executive and board-level workshops to improve financial institutions’ performance through a more focused ALCO process. Mark is also a member of the Financial Managers Society’s Finance Council. Mark has been with DCG since 1997 and oversaw the operations of the company’s Financial Analytics Group for many years. He has over 20 years of experience in the banking industry in the areas of asset liability management and bank auditing. 

Webinar: Do’s and Don’ts for Managing Distressed Accounts @ Online - Link will be sent 24 hours in advance
Aug 12 @ 10:00 am – 11:30 am

We have moved this webinar to August for the convenience of our members!


Managing distressed accounts begins at the application intake stage and continues through recovery. The road is often fraught with disaster. With over 60 years of combined experience representing banks and the credit industry, Caren Enloe and Jeff Rogers will discuss their do’s and don’ts for maximizing recovery and for avoiding common pitfalls experienced by banks and other credit providers, including:

  • How to properly secure your loan on the front end and prevent common issues which may jeopardize your recovery
  • How to avoid common errors and liability in collecting distressed accounts
  • How to protect your interests in bankruptcy without violating the automatic stay




Caren Enloe is a partner with Smith Debnam Narron Drake Saintsing & Myers, LLP (Raleigh NC) and leads the firm’s consumer financial services litigation and compliance practice.  Caren is active in several national trade groups focused on receivable management and consumer finance.  She currently serves as the chair of the American Bar Association’s debt collection subcommittee and as a member of the governing committee for the Conference on Consumer Finance Law.




Jeff Rogers is a partner with Smith Debnam Narron Drake Saintsing & Myers, LLP (Raleigh NC) and leads the firm’s foreclosure and real estate litigation practices.  Jeff provides both litigation and compliance services to the banking and mortgage industries.

Webinar: Certified Banking Security Manager Training @ Online, Self-Paced
Aug 18 @ 9:00 am

Registration will open on June 1.


We are partnering with SBS CyberSecurity to bring our members the Certified Banking Security Manager virtual training. This certification is self-paced, with a launch date of September 19. Attendees will be given a roster of all participants to allow for peer discussion and networking while taking the course. Total allowed time to complete the course is ten weeks and culminates with an exam to achieve the certification. Click HERE to watch a short video from the instructor for a more detailed description of the course.

SBS’s certified advantage helps you develop an entire information security program framework to take back to your institution. After competing this program, attendees will understand how to successfully implement and manage each component of the information security program, and their knowledge of layered security programs will be boosted. Attendees will gain confidence in their decision making after learning comprehensive cybersecurity knowledge. In addition, they will dive into FFIEC cybersecurity guidelines.

Specific topics include:

  • U.S. Information Security Laws and Regulations
  • Information Security Program Components
  • Security & Awareness Programs
  • IT Audit
  • Social Engineering
  • Preparing for IT Examinations
  • Running Effective IT & Audit Committees

This program should be attended by Managers, ISOs, Security Officers, Auditors, Operations Officers, IT Managers and anyone in Compliance. This is a must attend program! Below is a testimonial to this program and instructor, Chad Knutson:

SBS and Chad helped me by providing the tools and information to be successful in reporting, documenting and creating proper assessments. As well as how to structure an adequate BIA and BCP plan, and those things necessary to prepare for an Audit or Exam. Taking the course helped build my confidence in my job field. I would recommend the CBSM course to anyone wishing to enhance their knowledge of the expectations of the IT Program of their institution.”
– Hilarie Haack, GA



Chad Knutson – Senior Information Security Consultant, SBS CyberSecurity

Chad is a Senior Information Security Consultant and is President of the SBS Institute for SBS CyberSecurity. SBS works with more than 900 banks around the country on information security services such as the development of Information Security Programs, Policies, and Risk Assessments, along with performing IT Audits, Penetration Tests, Vulnerability Assessments and other security services. Chad is a Certified Information Systems Security Professional (CISSP), Certified Information Systems Auditor (CISA), and Certified in Risk and Information Security Controls (CRISC).