Webinar: CFPB Guidance on Handling Consumer Complaints & Inquiries: Collecting, Investigating & Responding

Start: 3:00 pm
End: 4:30 pm
Event Days: 02/14/2013 - 02/14/2013

The Dodd-Frank Act requires the CFPB to collect, investigate and respond to consumer complaints as part of its work in protecting consumers. Is your credit union responsive and responsible in handling consumer complaints and inquiries? Is the information gathered from consumer contacts organized, retained and used as part of your compliance management system? Compliance with consumer laws and regulations should also be an integral part of your business strategy. Violations and noncompliance can significantly impair your reputation, value, earning ability and business opportunity. This webinar will help you ensure that your complaint management system is compliant and effective.

About This Session:

This webinar will cover the following topics:

  • Complaints and the examination process
  • Trends to watch
  • Building a complaint management system
  • Monitoring and reporting
  • Oral vs. written complaints

Who Should Participate:

Frontline and compliance personnel

About the Presenter:

Michelle R. Graber, CRCM, Young & Associates, Inc.

Compliance consultant Michelle Graber has more 25 years of community financial institution experience. She specializes in all areas of regulatory compliance, conducts compliance reviews, facilitates compliance seminars and workshops and responds to client inquiries. Graber spent 13 years as a compliance officer and CRA officer for a small community bank and was a lender for consumer, commercial and mortgage loans. She also served as branch manager for numerous locations, managing branch administration and development.