Complaint Management: Training for the Frontline Webinar
Unfair Deceptive Acts and Abusive Practices has now infiltrated the frontline thinking and behavior. What is your role in creating a complaint process at your financial institution as the first line of defense against fines, lawsuits and customer dissatisfaction? – see complete description below.
Click for Webinar Description and Audience
Unfair Deceptive Acts and Abusive Practices has now infiltrated the frontline thinking and behavior. What is your role in creating a complaint process at your financial institution as the first line of defense against fines, lawsuits and customer dissatisfaction? Your first response may mitigate and alleviate the customer’s anger, response and recourse in handling problems in the organization instead of outside. This program will help you to understand UDAAP and prevent complaints being filed against your institution.
•Role of Federal Trade Commission
•Role of Consumer Financial Protection Bureau
•What is a complaint?
•What to do if you get a complaint?
•The process of complaint management
•The high cost of not paying attention to complaints
•How to handle criticism effectively
•Discerning when to escalate the complaint
•Documenting the complaint
•When the complaint goes to CFPB what is the process
Who Should Attend?
Tellers, New Accounts, Branch Personnel, Compliance, Branch Operations, Training and all Frontline Lending or Account Personnel.
Click for Continuing Education Credits (CEC) Info
This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.
Click for Viewing Option Descriptions
INCLUDES 7 DAYS OF UNLIMITED ONDEMAND ACCESS! With this option, you will participate in the webinar (via the internet) as it is being presented. You will login to the webinar on your PC to view the PowerPoint presentation, and you have the option of using your PC speakers or a telephone for the audio. You can type and send your questions to the instructor. Many companies are now running their PC through an LCD projector allowing many employees to participate at the same time. And don’t worry if you miss the webinar, you can still view it OnDemand for up to seven days after it takes place!
SIX MONTH ONDEMAND VIDEO RECORDING:
With this option, you will receive an e-mail that contains a link to the PowerPoint slides (to download, print, and copy) as well as a link to the media player where you will view and hear the entire webinar just as it was delivered, featuring the full-color PowerPoint presentation with audio. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. The weblink will be available to you (and anyone else in the company) for up to six months and can be accessed 24/7 as many times as you wish. Delivered via e-mail the day after the webinar takes place.
CD-ROM VIDEO RECORDING:
If you do not have internet access or want to make the webinar part of your training library, the CD-ROM Recording is a great option for viewing a webinar. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. With this option, you will receive a download of the PowerPoint slides and a CD-ROM Recording (featuring PowerPoint presentation with audio) of the webinar via regular mail. Mailed 7 to 10 days after the webinar takes place.
Webinars can be scheduled and offered exclusively for your company. They can even be customized to best fit your needs. To find out more, please complete the in-house request form found in the Schedule and Registration Information section below.