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Complaint Management: Training For The Frontline

Webinar: ID# 1001525
Date: Recorded
About This Course:
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.
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Complaint Management: Training For The Frontline
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