No financial institution WANTS to receive complaints, but even the most customer-oriented institutions WILL receive negative customer reviews! This session will explore what a complaints program is, how it should be constructed, and how it benefits the customers, employees, and the institution.
Complaint management focuses on resolving customer grievances, identifying areas of improvement, and developing better products or services. It is an essential component of your Compliance Management System (CMS) and is handled by your customer service operations. For this reason, your employees are vital, as addressing customer complaints about products or customer service can be tricky for even the most seasoned employees. The training these employees receive is imperative for the success of both your customer support and customer service departments.
A strong complaints program is not only a means to gather valuable customer insight, but it helps your institution understand risk and make improvements. This should not only lead to strong programs, and protection from reputation risk and regulatory fines, but also increased profitability, and increased customer satisfaction.
What You’ll Learn
- Training Resources
- 7 Key Components to a Successful Complaint Management Program
- Policies and Procedures
- Clear Channels of Communication
- Investigation Process – including how the institution records the complaint
- Written Response
- Corrective Action
- Tracking, Trending, Analyzing, and Retaining Data
- Employee Education
Who Should Attend
Frontline staff, customer contact employees, board of directors, senior management risk management, compliance, and audit personnel.
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.View Delivery Options
Kimberly Boatwright is EVP and Director of Risk and Compliance at Compliance Resource, LLC, and has more than two decades of experience working in the financial services industry. Ms. Boatwright is a ... read more.