This new edition addresses changes in the areas of customer service, emerging technology, and expanded banking powers and markets. Coverage of new financial services taking more prominent roles resulting from Gramm, Leach, Bliley Act and technological advances such as the Internet. Updates and revisions of topics including changes in regulations, general operations, and technology. Real life situations experienced by customers and bankers illustrating chapter content Learning objectives for each chapter to help guide the reader s study of content. Summaries for quick review.
Chapter review questions with answers provided at the end of the book for self-study.
Exhibits, charts and data to visually illustrate many important concepts. Did You Know boxes throughout the text for fun and interesting industry facts. Customer Tips important for customers and for quality customer service. Additional resources for more information or training, both printed and online. Glossary of terms that are part of the vocabulary of financial services providers.