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Course/Product Description
Title:

Complaint Management: Training For The Frontline

SKU:WT-1001525
Format: Webinar
Description:

Unfair Deceptive Acts and Abusive Practices has now infiltrated the frontline thinking and behavior. What is your role in creating a complaint process at your financial institution as the first line of defense against fines, lawsuits and customer dissatisfaction?

Your first response may mitigate and alleviate the customer's anger, response and recourse in handling problems in the organization instead of outside. This program will help you to understand UDAAP and prevent complaints being filed against your institution.

Covered Topics:

  • Role of Federal Trade Commission¬†
  • Role of Consumer Financial Protection Bureau¬†
  • What is a complaint?
  • What to do if you get a complaint?
  • The process of complaint management
  • The high cost of not paying attention to complaints
  • How to handle criticism effectively
  • Discerning when to escalate the complaint
  • Documenting the complaint
  • When the complaint goes to CFPB what is the process
Who Should Attend:

Tellers, New Accounts, Branch Personnel, Compliance, Branch Operations, Training and all Frontline Lending or Account Personnel.

About The Presenter:

Deborah Crawford is the President of gettechnical inc. She specializes in compliance and regulations for the deposit side of financial institutions. Her 20+ year career in banking and training began at Hibernia National Bank.

She has been a seminar leader for many state associations and credit union groups across the nation. She has Bachelors and Masters degrees from Louisiana State University.

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
Complaint Management: Training For The FrontlineCD/On-Demand$325.00

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