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Course/Product Description
Title:

Understanding And Managing The CFPB Complaint Process

SKU:WT-1002954
Format: Webinar
Description:

Understanding And Managing The CFPB Complaint Process

Though the Consumer Financial Protection Bureau (CFPB) may not be the primary regulator for your financial institution, it’s critical to understand how the CFPB complaint process has changed regulatory expectations, and what your bank or credit union should be doing to proactively manage complaints.

Covered Topics:

  • Learn how the CFPB uses complaint information to guide investigations, develop enforcement actions, and require reimbursement to consumers.
  • Learn the regulatory “expectations” for complaints that include

    • Accepting complaints – what is a “complaint”, how are they recorded and how are they resolved?
    • What’s a “reasonable” timeframe to respond to a complaint?
    • What type of complaints required escalation and immediate attention?
    • What types of complaints indicate potential UDAAP (unfair, deceptive, or abusive acts or practices)?
    • What type of complaints may indicate potential “consumer harm”?
    • What type of complaints should result in changes to products, services, or practices?
    • What steps should be taken when the complaint involves a third party vendor?

  • What do recent enforcement actions tell the financial service industry about the importance of complaints?
  • How is social media used by regulators in the complaint process?
  • What do the employees in your financial institution need to know about handling complaints? How should complaints be tracked and evaluated? What type of training should be completed for handling complaints?
Bonus Tools

Besides great training, attendees also receive the following:
  • Complaint Policy, Procedures and tracking form in WORD that can be modified for your financial institution
  • Helpful UDAAP compliance resources and regulatory guidance, including FDIC Abusive Practices –Third Party Procedures checklist
  • UDAAP Risk Assessment checklist
  • Checklist for “Evaluating Consumer Harm”
  • Regulatory resources
Who Should Attend?

Senior Management, Compliance Officers, Risk Managers, Branch Managers, Call Center Managers, Loan & Deposit Operation Managers, Marketing Staff, and Product Development Specialists

The Presenter:

Susan Costonis is a compliance consultant and trainer. She frequently provides consulting services to financial institutions regarding fair lending and other compliance management issues. Her 37 year career in banking and training began with 20 years at First National Bank, an affiliate of Wells Fargo Bank, in Fort Collins, CO. Susan has been a bank compliance consultant or compliance officer in Louisiana since 1998.

During her career, Susan has successfully managed compliance programs and exams for institutions supervised by the OCC, FDIC, and Federal Reserve. She is a Certified Regulatory Compliance Manager and completed the ABA Graduate Compliance School and the Graduate Banking School of the University of Colorado. Susan regularly presents seminars to financial associations.

Licenses / Designations / Educational Credits:CEU
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
Understanding And Managing The CFPB Complaint ProcessCD/On-Demand$325.00

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