Webinar: Handling Consumer Complaints & Disputes Fairly & Accurately
June 29, 2023 3:00 pm - 4:30 pm
This session is designed to guide you through the risks and opportunities presented by consumer complaints, and provide methods to improve your complaint management process.
Join veteran attorney David Reed as he cuts through the regulatory speak and shares hard-earned practical lessons about consumer complaints and their impact on the compliance function.
AFTER THIS WEBINAR YOU’LL BE ABLE TO:
- Design an appropriate consumer complaint process
- Integrate complaints into your compliance management system
- Differentiate significant complaint types
- Recognize high-risk complaints
- Draft an effective complaint response
- Conduct complaint root cause analysis
WEBINAR DETAILS
How often is a lender liability lawsuit or regulatory entanglement preceded by a consumer complaint? You may be surprised! It’s critical to understand the increasing importance of integrating a complaint management process into your compliance program. Analyzing and responding to complaints is an essential element of every compliance management system. The CFPB and other regulators have made it clear they will be taking a much more aggressive position on consumer complaints which involve a potential violation of law or regulation. Add to that the growing CFPB complaint database and there may be the beginning of a real compliance issue.
Gone are the days when the complaint was simply forwarded to the appropriate personnel and the matter was closed as long as the institution responded in a timely manner. Institutions can now expect a much more in-depth and independent investigation of the circumstances leading to the complaint. Many times, little provocation is needed to trigger lawsuits against unsuspecting institutions and increasing regulatory attention on your complaint resolution area may be more than enough to stir up trouble. Is your institution ready for the challenge?
WHO SHOULD ATTEND?
The information in this session is designed for executives, directors, department managers, branch managers, compliance staff, audit staff, and anyone interested in the consumer complaint process.
TAKE-AWAY TOOLKIT
- Sample compliance management policy
- Sample consumer complaint report
- Sample complaint log
- Regulatory guidance
- Employee training log
- Interactive quiz
- PDF of slides and speaker’s contact info for follow-up questions
- Attendance certificate provided to self-report CE credits
Speaker: David A. Reed, Reed & Jolly, PLLC
Attorney, author, consultant, and nationally recognized trainer, David Reed is a partner in the law firm of Reed & Jolly, PLLC. He provides guidance to financial institutions on establishment and revision of policies and procedures, organizational compliance, collections, security, contractual agreements, regulatory matters, and corporate governance. His engaging speaking style has made him a nationwide lecturer on regulatory compliance, consumer lending, bankruptcy, and collections.
A former trial attorney and vice president and general counsel of a large regional financial institution, David is also a Certified Fraud Examiner. He is particularly known as an expert in the areas of operations, bankruptcy, and collections. He has trained state and federal examination staff on numerous issues, including BSA, ID theft red flags, SAFE Act, third-party contract management, and bankruptcy.