UDAAP: Consumer Complaint Monitoring & Avoiding Harm Webinar

While most regulations provide detailed requirements, The Dodd’ Frank Wall Street Reform and Consumer Protection Act says only that financial institutions cannot ‘engage in any unfair, deceptive or abusive act or practice.’ UDAAP impacts every facet of your institution’s operations. Is your UDAAP compliance program ready for your next examiner visit?

The CFPB Examination Manual discusses the importance of the Consumer Complaint process within the UDAAP (Unfair, Deceptive, or Abusive Acts or Practices) section. As we are all aware, UDAAPs can cause significant financial injury to consumers, erode consumer confidence, and undermine the financial marketplace. Bottom line’ we all want to stay aware from any UDAAP issues!

Consumer complaints play a key role in the detection of potential UDAAPs and are an essential source of information for examinations, enforcement and rule-making for regulators. They are also a red flag as they have the potential to identify weaknesses in your compliance management system, such as training, internal controls or monitoring. Don’t miss this jam-packed session where we will review best practices, procedures and provide tools to strengthen your UDAAP compliance program!

Program Highlights

  • UDAAP and Consumer Complaint Policy language
  • Examples of unfair, deceptive, or abusive acts or practices and how to avoid similar occurrences at your institution
  • Review of guidelines to govern your fee waivers for both deposit and loan products
  • Defining and training your staff on consumer complaints
  • Tracking, responding to and reporting consumer complaints to the Board
  • Tools you can utilize to strengthen and support your UDAAP compliance program

Who Should Attend?

This informative session is designed for Compliance Officers, Branch Managers and Internal Auditors.

Continuing Education (CE) Credits

This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.

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Dawn Kincaid
Dawn Kincaid

Dawn Kincaid began her banking career while attending The Ohio State University. She has 19 years’ experience in client service, operations, information technology, administrative and board relation... read more.

Course Title Credits Start Date Start Time Delivery Type Delivery Option Instructor / Location Price
UDAAP: Consumer Complaint Monitoring & Avoiding Harm 0.25 Any Any Webinar Six Month On-Demand Recording Dawn Kincaid $295.00 Register Now
UDAAP: Consumer Complaint Monitoring & Avoiding Harm 0.25 Any Any Webinar CD-ROM Video Recording Dawn Kincaid $345.00 Register Now
Delivery Options

INCLUDES 7 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. 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 for up to seven days after it takes place!

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.

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.

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