BEGIN:VCALENDAR VERSION:2.0 METHOD:PUBLISH PRODID:-//ddaysoftware.com//NONSGML DDay.iCal 1.0//EN BEGIN:VTIMEZONE TZID:Eastern Standard Time BEGIN:STANDARD DTSTART;VALUE=DATE:18000101 RRULE:FREQ=YEARLY;BYDAY=SU;BYHOUR=2;BYMINUTE=0;BYMONTH=10;BYMONTHDAY=25,26, 27,28,29,30,31 TZOFFSETFROM:-0400 TZOFFSETTO:-0500 END:STANDARD BEGIN:DAYLIGHT DTSTART;VALUE=DATE:18000101 RRULE:FREQ=YEARLY;BYDAY=SU;BYHOUR=2;BYMINUTE=0;BYMONTH=4;BYMONTHDAY=1,2,3,4 ,5,6,7 TZOFFSETFROM:-0500 TZOFFSETTO:-0400 END:DAYLIGHT BEGIN:STANDARD DTSTART;VALUE=DATE:20070101 RRULE:FREQ=YEARLY;BYDAY=SU;BYHOUR=2;BYMINUTE=0;BYMONTH=11;BYMONTHDAY=1,2,3, 4,5,6,7 TZOFFSETFROM:-0400 TZOFFSETTO:-0500 END:STANDARD BEGIN:DAYLIGHT DTSTART;VALUE=DATE:20070101 RRULE:FREQ=YEARLY;BYDAY=SU;BYHOUR=2;BYMINUTE=0;BYMONTH=3;BYMONTHDAY=8,9,10, 11,12,13,14 TZOFFSETFROM:-0500 TZOFFSETTO:-0400 END:DAYLIGHT END:VTIMEZONE BEGIN:VEVENT DESCRIPTION:CFPB Guidance on Handling Consumer Complaints &\; Inquiries: Collecting\, Investigating &\; Responding The Consumer Financial Prote ction Bureau (CFPB) is making consumer complaints a major aspect of the re gulatory environment. The Dodd-Frank Act requires the CFPB to collect\, in vestigate\, and respond to consumer complaints as part of its work in prot ecting consumers. Over the past year\, CFPB’s Consumer Response Team has b egun taking complaints on credit cards\, mortgages\, private student loans \, other consumer loans\, and other financial products and services. In ad dition to the compliant system on their website\, consumer complaint respo nse is now a major component in the analysis of a financial institution’s compliance management system in CFPB’s examination procedures. An effectiv e compliance management system should ensure that a financial institution is responsive and responsible in handling consumer complaints and inquirie s. Intelligence gathered from consumer contacts should be organized\, reta ined\, and used as part of your compliance management system. Compliance w ith consumer laws and regulations should also be an integral part of your business strategy. Violations and noncompliance can significantly impair y our reputation\, value\, earning ability\, and business opportunity. There fore\, investigation of complaints and fair\, equitable responses to consu mer problems is critical. Complaints can be used to identify compliance\, system\, or service weaknesses. HIGHLIGHTS Complaints and the examination process Trends to be alert for Building a complaint management system Moni toring and reporting Oral versus written complaints WHO SHOULD ATTEND? Thi s informative session is designed for frontline and compliance personnel. ABOUT THE PRESENTER – Michelle R. Graber\, CRCM\, Young &\; Associates\ , Inc. Michelle Graber has over 25 years’ community financial institution experience. As a compliance consultant\, she specializes in all areas of r egulatory compliance\, conducts compliance reviews\, facilitates complianc e seminars and workshops\, and responds to client inquiries. During her ca reer\, Michelle spent 13 years as a compliance officer and CRA officer for a small community bank. She was a lender for consumer\, commercial\, and mortgage loans\, and served as branch manager for numerous locations\, inc luding branch administration and development. Michelle holds a Bachelor’s in Public Relations from the University of Toledo and is a Certified Regul atory Compliance Manager. PLEASE NOTE: Your registration fee allows you to have one telephone connection. However\, as many people as you like may l isten from your office speaker phone. If you register for the webinar\, yo ur registration fee also includes one internet connection from a single co mputer terminal. THREE REGISTRATION OPTIONS 1. LIVE WEBINAR The LIVE WEBIN AR option allows you to have one telephone connection for the audio portio n and one Internet connection (from a single computer terminal) to view on line visuals as the presentation is delivered. You may have as many people as you like listen from your office speaker phone. Registrants receive a toll-free number and pass code that will allow entrance to the seminar. Th e session will be approximately 90 minutes\, including question and answer sessions. Seminar materials\, including instructions\, pin number\, and h andouts will be emailed to you prior to the broadcast. You will need the m ost current version of Adobe Reader available free at www.adobe.com. 2. ON -DEMAND WEB LINK** AND FREE CD ROM* Can't attend the live webinar? The ON- DEMAND WEB LINK** is a recording of the live event including audio\, visua ls\, and handouts. We even provide the presenter's email address so you ma y ask follow-up questions. Approximately 1 week prior to the webinar\, you will receive an email with the web link. This web link can be viewed anyt ime 24/7\, beginning 6 business days AFTER the webinar and will expire 6 m onths after the live program date. But there's more . . . AS AN ADDED BONU S\, you will also receive a FREE audio/visual CD ROM.* The CD ROM includes the original audio/visual presentation\, the question and answer sessions \, and the handouts. Use the on-demand link or this "off-the-shelf" traini ng program for those that could not attend the live seminar and for future training. 3. BOTH LIVE WEBINAR AND ON-DEMAND WEB LINK** (INCLUDES FREE CD -ROM*) Includes options 1 and 2 above *CD Rom for PC use only **All materi als are subject to copyright and intended for your credit union's use only . NEW! Listen on your iPad\, iPhone\, or Android. Instructions will be ema iled to you with the on-demand link. INVESTMENT: $199.00 Webinar per conne ction $199.00 Archived On-Demand Web Link &\; Free CD ROM $249.00 Both Live Webinar &\; Archived On-Demand Web Link &\; Free CD ROM TIME: 3 :00 p.m. - 4:30 p.m. To register and pay by check\, email Mary Zelinsky at mzelinsky@njcul.org and your credit union will be invoiced. To register a nd pay online\, click here. DTEND;TZID=Eastern Standard Time:20130214T163000 DTSTAMP:20130523T085505 DTSTART;TZID=Eastern Standard Time:20130214T150000 LOCATION: SEQUENCE:0 SUMMARY:>Webinar: CFPB Guidance on Handling Consumer Complaints & Inquiries UID:e3e4df98-5871-4ce3-b986-2b3bcaaa6cd3 URL:http://www.njcul.org/webinar-cfpb-guidance-on-handling-consumer-complai nts-inquiries-collecting-investigating-res-2013-02-14.aspx END:VEVENT END:VCALENDAR