Obsessed with your success
Table of Contents
Maintain a foundation of trust
Manage our impact responsibly
Supplemental reporting
Overview
Appendices
PROTECTING SENIORS
We protect seniors from financial abuse, fraud and scams by establishing genuine relationships, and ensuring appropriate policies and controls are in place. In 2019, we adopted the voluntary Code of Conduct for the Delivery of Banking Services to Seniors (Seniors Code) published by the Canadian Bankers Association. The Seniors Code aligns with our values and helps direct our policies towards the areas that affect seniors the most. We have an internal Seniors Champion who provides leadership in implementing the Seniors Code, promotes awareness, and engages with subject matter experts and organizations representing seniors. Our ongoing efforts to strengthen our commitment to the Seniors Code include:
– A dedicated Age-friendly banking webpage that provides seniors with banking information and helpful resources. – Digital and print brochures featuring larger font and colour contrast, and a resource guide for seniors, their family members, and other trusted support contacts. – Web-based communications and materials designed with seniors’ accessibility in mind. – Specialized phone and email communication channels for seniors to reach dedicated internal resources. – Proactive communication to inform seniors about branch consolidations, relocations and closures. – Dedicated areas within our banking centres to facilitate private conversations and respect seniors’ privacy and security. – Annual role-based training to educate our team members about the diverse needs of seniors, and how to spot elder or financial abuse, suspected fraud and scams targeted at seniors. – Participation by our Seniors Champion on a Government of Alberta committee that discusses policy matters and seniors’ issues. We also partnered with and sought guidance from the Alberta Public Guardian team related to seniors housing and fraud targeted at seniors. – Ongoing internal communication and information sessions for all our team members to increase awareness of our commitments under the Seniors Code, and highlight timely and relevant news items, best practices and updated guidance. – Bi-monthly seniors triage meetings to discuss seniors-related issues and recent experiences with the Seniors Champion. – Internal governance policies and operational procedures for our client-facing teams that outline training requirements, how to identify circumstances where seniors may require additional assistance with their banking activities, and escalation processes for suspected financial abuse and fraud of seniors. – Integration of the Seniors Code into our regulatory compliance management framework, ensuring strong governance and controls related to our seniors program. – A dedicated team of subject matter experts focused to discuss and resolve matters that impact seniors. – Leveraging our anti-money laundering capabilities to focus on identifying suspected fraud against seniors.
Effective communication
Training and awareness
Policies, procedures and processes
27 2022 SUSTAINABILITY REPORT AND PUBLIC ACCOUNTABILITY STATEMENT
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