Customer Complaint Tracking and Response: Solve the Problems Before the CFPB Steps In
Duration: 90 minutes
Speaker: Ron L. Brown
Bonus for Each Registrant:The webinar speaker will answer one written question that you may submit by email within one week after the webinar.
Webinar Description
The Consumer Financial Protection Bureau (CFPB )is still in its infancy and is beginning to flex its regulatory muscles. Where customer complaint tracking and responses are concerned, the CFPB is just now establishing the boundaries of its supervision and enforcement powers.
The CFPB is a COMPLAINT DRIVEN entity, and it has provided a financial institution’s customer with numerous ways to file a complaint against a lending institution or its third party service providers.
No longer will complaints about the customer’s problem with your company be sent to you in a letter. Mailed correspondence has been replaced by an easily accessible CFPB online internet portal that facilitates the easy filing of a complaint with this federal agency.
Don’t become a target of the CFPB. Learn from an expert how to track and respond to customer complaints internally and avoid the involvement of the CFPB with customer disputes.
Agenda
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Understand the new CFPB complaint resolution regulations
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Collect, track and solve customer issues before they become complaints
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Create an easy path for customers to file complaints with YOU instead of to the CFPB
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Put into effect a complaint tracking and response program that satisfies CFPB mandates
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Demonstrate compliance by ensuring the complaints are traced to the true cause and avoid unnecessary work and confusion
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Learn useful tips to avoid getting on the CFPB’s radar
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Avoid UDAAP (unfair, deceptive, and abuse acts or practices) investigations
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Consider acquiring software programs that can address bank complaint challenges
Logistics
- 90 minutes (Travel Free) delivered over the Internet.
Unlimited listeners per connection - bring the entire department.
Q&A session with the expert.
Special Feature: If you register for this webinar and cannot attend, you will be able to access a one-time instant replay without charge for up to 90 days after the date of the webinar.
This event will be presented live with a PowerPoint presentation to be viewed on your computer. You may listen to the audio of the webinar by telephone or through your computer. The PowerPoint slides will be provided shortly before the event. Once you register, you will receive an email which is your receipt and which includes your instructions for dialing in and logging on. You will also receive an email reminder 24 hours before the webinar.
What is a webinar?
A webinar is a live Internet based seminar. Webinars are a way for participants in many different locations to see and hear a presentation and view PowerPoint slides. You can also have your colleagues attend the webinar using one connection.
What kind of equipment do I need?
You will need a computer with an Internet connection (high speed service such as DSL or cable works best) and a telephone. You may listen to the webinar through your computer speakers, in which case you will not need to use a telephone connection. Internet access is not required for phone-only participants, but you will not be able to see the speaker’s slides.
How can I share the webinar with my colleagues who may not be able to attend the event?
CDs of each program will be available for sale and can be shared with your business associates.
Can I get a copy of the PowerPoint slides used in the webinar?
The PowerPoint slides will be available on the materials page link in the confirmation email that will be sent to you no later than the morning of the day a webinar is presented.
How do I ask a question during the webinar? Will my question be answered during the presentation?
A question and answer session will be scheduled at the end of each webinar. You can then ask a question by typing it into the question box that will be provided to you duringthe webinar. You may also ask a question through the telephone connection. As many questions as possible will be answered during the Question and Answer period.