Member Complaint Response Management

Bonnie Newsome

With more than 15 years of experience in credit union compliance, Bonnie specializes in a variety of compliance functions as a Compliance Specialist with CU Service Network. She has extensive experience with conducting credit union audits and providing staff training, as well as risk analysis on forms, disclosures, marketing materials, promotions, and web sites. Bonnie is a NAFCU Certified Compliance Officer (NCCO), a CUNA certified Credit Union Compliance Expert (CUCE) and a certified Bank Secrecy Act Compliance Specialist (BSACS). She has served as Chair to the Virginia Credit Union League Regulatory Response Committee.

Since the passage of the Dodd-Frank Wall Street Reform and Consumer Protection Act in 2010, the regulatory environment for handling consumer complaints has changed significantly. Credit unions are faced with increased pressure to develop and implement member complaint response programs and policies. This session will address the compliance requirements and best practices for complaint resolution.

Covered Topics

Member complaint risks
NCUA's Consumer Complaint process
Member complaint process
Regulatory considerations
Best practices when responding to member complaints

Who Should Attend?

Compliance officers, internal auditors and CEOs will benefit from this program.

Member Complaint Response Management

Covered Topics

Who Should Attend?

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