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Course/Product Description
Title:

Customer Complaints & the CFPB

SKU:WT-1001480
Format: Webinar
Description:

Did you know that the Consumer Financial Protection Bureau (CFPB) doesn't verify all the facts alleged in these complaints? There have been well over 150,000 complaints so far and the numbers are growing!

The CFPB uses this data (the complaint) against financial institutions for emerging trends relating to financial services products, including reasons for those complaints and they are recording any actions the financial institutions are taking to resolve these complaints. And, your Institution's response is being compared to other financial institution's responses.

Here are just a few of the questions you might be asking:

  • Do you need to respond to every complaint?
  • How soon do you need to respond - time requirements?
  • What are the Top Complaint filed by consumers against Financial Intitutions?
  • What does the CFPB consider "reviewing all relevant information?"
  • If we got this dispute through the credit bureau and handled, do we have to respond to the CFPB?
  • What if we are a community bank and are not regulated by the CFPB?
Covered Topics:
  • Taking complaints over the phone, in person, over the web. Not all employees are good at handling issues and shouldn't be your point of contact!
  • Should you consolidate all complaints into one central place or should we route to each department, branch, etc...
  • What are our time requirements? Can we meet or beat those deadlines?
  • Are all complaints and customers equal? When should we expedite the complaint and who makes that decision?
  • Are we getting the same complaint for the same product and is there anything we can do about it?
  • If we have taken some media hits, what can we do immediately to improve our image?
  • Tracking the results and our ability to resolve issues will go a long way in becoming compliant, reducing future complaints, and improving regulatory agency relations.
Who Should Attend

Compliance Officers, Director of Customer Service, General Counsel, Audit Executives, Information Officers, Risk Officers, Branch Managers, Head Tellers, and anyone dealing with complaints in person, over the phone, over the internet, etc.

The Presenter

Greg Souther is President of Greg Souther Consulting & Seminars (www.gregsouther.com) a firm that provides training and consulting to Financial Institutions in the following areas: Customer Service & Communication; Credit, Collection, & Compliance; Fraud Prevention & Information Security; and Marketing & Sales.
With over 28 years of training and speaking experience, Greg and his associates share practical "how to" advice that everyone can easily understand and use in their daily work environment.

Greg was Co-Owner and Manager of The Credit Bureaus of Southeast Georgia, the parent company for six Credit Reporting and Collection Agencies based in Brunswick, Georgia. Other Management, Marketing, and Human Resource experience includes Credifax, formerly the Credit Bureau of Jacksonville, the Credit Bureau of Valdosta, and the Credit Bureau of Athens.

Licenses / Designations / Educational Credits:CEU
All US States: 2.5
All Canadian Provinces: 2.5
About The Provider: Since 1983 Total Training Solutions has produced dozens of videotapes, CD-Roms, DVD's and web-based training modules. In addition to off-the-shelf products, Total Training Solutions also develops custom training products and consults with financial institutions to develop their own training curriculum.

For timely delivery of training topics, webinars or web conferencing is an unbeatable option. We now offer over 100 live programs per year and you can even purchase the recorded or ondemand session if you are unable to attend the live program.

We have worked exclusively with the financial industry since our founding. Because of this, we understand the needs of training departments in financial institutions and are alert to changes which affect the industry.

Webinar Descriptions:

Live Session:
Attend the live session with the opportunity to ask questions to the presenter. You also receive a link to the handouts. All registrations for a live event will be given access to the OnDemand recording, at no additional cost, for seven days following the event. This will allow a flexible alternative when last minute conflicts intrude on scheduled events.

Recorded CD:
CD-Rom includes audio and video of recorded webinar plus hard copy handouts. You will also receive 6 months access to the OnDemand weblink as an added free bonus.

OnDemand:
Includes a weblink for unlimited viewing for 6 months after the date of the webinar as well as a link to handouts.

Live + Recorded:
Includes all three options above. Live session, OnDemand Weblink, and CD-Rom plus Hardcopy Handouts.

Live + OnDemand:
Includes two of the options above. Live session and 6 months access to OnDemand Weblink plus link to handouts.
Price: $265.00
More Info: Contact Us For More Information
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Currently Scheduled Dates For This Webcast
Course TitleDatePrice
Customer Complaints & the CFPBCD/On-Demand$345.00

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