This training program will discuss the current lay of the land with CFPB expectations on complaint management systems. It will instruct attendees on how to establish a complaint management system or enhance current practices. The course will also teach front line managers how to recognize and track a complaint and demonstrate how to categorize complaints into meaningful data for further analysis. Finally, it will discuss methods to remediate issues and reduce overall number of complaints.
This webinar will cover front line intake sources and how to categorize the data that comes from those sources into something meaningful, as well as the development of first and second line of defense testing to ensure the process captures complaints as needed. It will also discuss governance processes and how that process can define the remediation plan which will reduce your overall number of complaints. Vendor management and third party service providers and how they should be included in your process will also be covered.
Why Should You Attend:
The CFPB’s focus on complaint management systems has changed the playing field for how companies in the financial services industry must handle complaints. Their focus is not just on remediation, but on how you track and categorize the complaints you received directly from customers, all the way through fixing the issue, and reducing the number of complaints on the front end.This webinar will cover front line intake sources and how to categorize the data that comes from those sources into something meaningful, as well as the development of first and second line of defense testing to ensure the process captures complaints as needed. It will also discuss governance processes and how that process can define the remediation plan which will reduce your overall number of complaints. Vendor management and third party service providers and how they should be included in your process will also be covered.
Areas Covered in the Webinar:
- What intake sources should you be concerned about for complaints
- How are you tracking complaints which may be resolved but still meet the definition
- What are your parameters for an escalation of a complaint
- How do you categorize your complaints into meaningful data
- How should you include these complaints into a governance process
- How should we look at remediation as the real key to complaint management
Who Will Benefit:
- Compliance Managers and Officers
- Risk Managers and Officers
- Operations Managers
- Presidents/Vice Presidents
- Front line Managers/Supervisors
Course Provider
Amy Bracht,
