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Consumer complaints can uncover policy and procedure issues – as well as compliance deficiencies at a financial institution. Addressing complaints before they become widespread can help avoid regulatory action and reputational damage. Since the creation of the CFPB’s Consumer Complaint Database, over 650,000 consumer complaints have been addressed. These complaints are being used to create or revise regulations, and to enforce compliance through enforcement actions. Join us to learn how to create and manage an effective complaint handling program.
HIGHLIGHTS
Consumer complaint database statistics
Enforcement action case studies
How to create and manage an effective consumer complaint program
TAKE-AWAY TOOLKIT
Complaint policy considerations
Sample complaint log
Complaint management steps
Employee training log
Quiz you can administer to measure staff learning and a separate answer key
Attendance verification for CE credits provided upon request.
WHO SHOULD ATTEND? Customer service managers, compliance staff, lending managers, collection managers, and audit teams.
ABOUT THE PRESENTER – Veronica Madsen, JD, Howard & Howard Attorneys PLLC, an associate attorney where she specializes in financial institution regulatory compliance. Before joining Howard & Howard, she served as the VP of Compliance and Chief Compliance Officer with an emerging Fintech platform helping small and medium-sized businesses secure financing and working capital solutions. Veronica served as the BSA officer and was responsible for drafting compliance policies, procedures, and risk assessments; conducting compliance training and testing; and reviewing and revising contracts. She also owned ESTEE Compliance, LLC, which assisted community financial institutions with regulatory compliance. Veronica received her J.D. from the University of Detroit Mercy School of Law and her Bachelor’s from Central Michigan University.
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