Obsessed with your success
Table of Contents
Maintain a foundation of trust
Manage our impact responsibly
Supplemental reporting
Appendices and Glossary
Overview
– A dedicated age-friendly banking web-page 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. Before proceeding with branch moves or closures, CWB considers the needs of seniors by: – Proactive client calling programs. – Providing seniors and their support persons with contact information for additional information, help and assistance regarding alternatives available. – Holding open houses or in-branch information sessions. – Targeting outreach efforts to those who are more severely impacted by the closure, which may include seniors. – Ensuring the consultation is appropriate for the members of the affected community, including seniors. – Advising seniors of available alternatives so that seniors can continue to bank after the branch has closed. – CWB informs the Financial Consumer Agency of Canada (FCAC) of any planned measures taken to meet this principle as part of their Branch Closure notification or in subsequent communications. – Accessibility program provides options for accessible formats. – Dedicated areas within our banking centres to facilitate private conversations and respect seniors’ privacy and security. More sensitive conversations require more discretion. Seniors benefitted from enhanced digital security when CWB implemented multi-factor authentication and enhanced password requirements. – 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. CWB also provides Accessibility training to all employees. – Continuing 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. – Employees access a Seniors Code information hub on the internal intranet – Bi-monthly triage meetings to discuss seniors-related issues and recent experiences with the Seniors Champion. – Numerous seniors’ concerns escalated to Seniors Champion demonstrates the benefits of training and awareness. Issues were related to account takeovers, fraud and suspect money movements, together with concerns of diminished cognitive capacity. – 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 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
31 2023 SUSTAINABILITY REPORT AND PUBLIC ACCOUNTABILITY STATEMENT
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