Avoiding Unfair, Deceptive or Abusive Acts or Practices (UDAAP) isn’t about checking regulatory boxes.  Instead, it requires standing in the shoes of your consumers with an open-minded perspective and operational savvy to anticipate how your products, messaging and processes might negatively affect real people, including vulnerable populations, and potentially result in consumer harm.  

The most effective institutions manage UDAAP risks from the top-down and from the bottom-up, embedding UDAAP awareness directly into their organizational DNA. This is no easy task. Staying clear of violations starts with a strong grasp of UDAAP principles, regulatory enforcement priorities, and emerging expectations across both the federal and evolving state level frameworks.

Today’s growing complexity of products, payments, technologies, operations and third-party partnerships all result in growing UDAAP risk. A missed disclosure, an unmonitored chatbot, or a poorly structured fee policy can erode consumer trust and trigger scrutiny. This session will walk through the practical mechanics of identifying and mitigating UDAAP vulnerabilities across modern deposit operations. We’ll explore how to embed UDAAP controls and risk mitigation tactics across the customer journey, aligning risk reduction with customer satisfaction, continued loyalty and sustainable growth.

In this session you will learn how to:

• Develop a sharp operational lens to spot UDAAP risk in real-time, before it escalates into customer complaints or enforcement, especially as state level expectations grow more nuanced and aggressive,
  
  
• Map the customer journey, from marketing to account closure, to identify potential UDAAP pain points, reduce friction, and align operations with a customer-first mindset that supports long-term business strategy,
  
  
• Evaluate overdraft and fee structures for transparency and fairness, balancing financial objectives with customer satisfaction and areas of evolving regulatory scrutiny, and

• Strengthen UDAAP risk governance by enhancing your UDAAP Risk Management Program and aligning your assessment of UDAAP risk with emerging regulatory expectations.