Developing a Complaint Management Program

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. Complaint management is seen as a part of an effective compliance management system and credit unions are faced with increased pressure to develop and implement member complaint response programs and policies. This class will address the requirements and best practices for complaint resolution.

Covered Topics

  • Member complaint risk areas
  • Regulatory considerations related to member complaints
  • Steps in robust member complaint management programs

Who Should Attend?

Compliance officers, operations management, lending management and contact center management will benefit from attending this webinar.