CFPB Guidance on Handling Consumer Complaints & Inquiries: Collecting, Investigating & Responding
The Consumer Financial Protection Bureau (CFPB) is making consumer complaints a major aspect of the regulatory environment. The Dodd-Frank Act requires the CFPB to collect, investigate, and respond to consumer complaints as part of its work in protecting consumers. Over the past year, CFPB’s Consumer Response Team has begun taking complaints on credit cards, mortgages, private student loans, other consumer loans, and other financial products and services. In addition to the compliant system on their website, consumer complaint response is now a major component in the analysis of a financial institution’s compliance management system in CFPB’s examination procedures.
An effective compliance management system should ensure that a financial institution is responsive and responsible in handling consumer complaints and inquiries. Intelligence gathered from consumer contacts should be organized, retained, and used as part of your compliance management system. Compliance with consumer laws and regulations should also be an integral part of your business strategy. Violations and noncompliance can significantly impair your reputation, value, earning ability, and business opportunity. Therefore, investigation of complaints and fair, equitable responses to consumer problems is critical. Complaints can be used to identify compliance, system, or service weaknesses.
Complaints and the examination process
Trends to be alert for
Building a complaint management system
Monitoring and reporting
Oral versus written complaints
WHO SHOULD ATTEND?
This 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 regulatory compliance, conducts compliance reviews, facilitates compliance seminars and workshops, and responds to client inquiries. During her career, 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, including branch administration and development. Michelle holds a Bachelor’s in Public Relations from the University of Toledo and is a Certified Regulatory Compliance Manager.
PLEASE NOTE: Your registration fee allows you to have one telephone connection. However, as many people as you like may listen from your office speaker phone. If you register for the webinar, your registration fee also includes one internet connection from a single computer terminal.
THREE REGISTRATION OPTIONS
1. LIVE WEBINAR
The LIVE WEBINAR option allows you to have one telephone connection for the audio portion and one Internet connection (from a single computer terminal) to view online 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. The session will be approximately 90 minutes, including question and answer sessions. Seminar materials, including instructions, pin number, and handouts will be emailed to you prior to the broadcast. You will need the most 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, visuals, and handouts. We even provide the presenter's email address so you may 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 anytime 24/7, beginning 6 business days AFTER the webinar and will expire 6 months after the live program date. But there's more . . . AS AN ADDED BONUS, 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" training 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 materials are subject to copyright and intended for your credit union's use only.
NEW! Listen on your iPad, iPhone, or Android. Instructions will be emailed to you with the on-demand link.
$199.00 Webinar per connection
$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 email@example.com and your credit union will be invoiced. To register and pay online, click here.