Customer Complaints and the CFPB Webinar
Did you know that the Consumer Financial Protection Bureau (CFPB) doesn’t verify all the facts alleged in these complaints? There have been well over 150,000 complaints so far and the numbers are growing! – see complete description below.
Click Here for Webinar Description and Audience
Did you know that the Consumer Financial Protection Bureau (CFPB) doesn’t verify all the facts alleged in these complaints? There have been well over 150,000 complaints so far and the numbers are growing!
The CFPB uses this data (the complaint) against financial institutions for emerging trends relating to financial services products, including reasons for those complaints and they are recording any actions the financial institutions are taking to resolve these complaints. And, your Institution’s response is being compared to other financial institution’s responses.
Here are just a few of the questions you might be asking:
•Do you need to respond to every complaint?
•How soon do you need to respond – time requirements?
•What are the Top Complaint filed by consumers against Financial Institutions?
•What does the CFPB consider “reviewing all relevant information?”
•If we got this dispute through the credit bureau and handled, do we have to respond to the CFPB?
•What if we are a community bank and are not regulated by the CFPB?
•Taking complaints over the phone, in person, over the web. Not all employees are good at handling issues and shouldn’t be your point of contact!
•Should you consolidate all complaints into one central place or should we route to each department, branch, etc…
•What are our time requirements? Can we meet or beat those deadlines?
•Are all complaints and customers equal? When should we expedite the complaint and who makes that decision?
•Are we getting the same complaint for the same product and is there anything we can do about it?
•If we have taken some media hits, what can we do immediately to improve our image?
•Tracking the results and our ability to resolve issues will go a long way in becoming compliant, reducing future complaints, and improving regulatory agency relations.
Who Should Attend?
Compliance Officers, Director of Customer Service, General Counsel, Audit Executives, Information Officers, Risk Officers, Branch Managers, Head Tellers, and anyone dealing with complaints in person, over the phone, over the internet, etc.
Click Here 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 Here for Viewing Option Descriptions
INCLUDES SEVEN DAYS OF ONDEMAND PLAYBACK! 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. Participants can type and send their questions to the instructor. Many companies are now running their PC through an LCD projector allowing many employees to participate in the same room.
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.