Complaint Management

Course/Product Description
Title:	Complaint Management
SKU:	WC-1039178
Date / Time:	Recorded
Format:	Webcast
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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. Cannot Attend The Live Presentation? This presentation is also available in a recorded format, in On-Demand Or CD versions, as shown in the pricing options below.
About Webcasts / Audio Conferences / Podcasts:	Webcasts, audio conferences, and podcasts are presentations that you attend via the Internet, phone, or mobile device at a specified date and time for "live" versions, or at your convenience for "recorded" and "On-Demand" versions. The live versions are interactive, meaning that participants can ask questions in real time, plus are a very cost-effective form of training because 1) you receive fast, convenient learning without any out-of-office time; 2) you can invite as many colleagues as you'd like to listen in on a single phone line; 3) you incur no travel expenses; and 4) you and your colleagues are back at work immediately after the session ends! And though with recorded versions you do lose the ability to ask questions, you gain the ability to hear the presentation numerous times and to share it with others in your office. Handout materials and the phone number for live presentations are made available to you prior to the event via email from the presenter and from the "MyAccount" link on the menu bar. Copies of the presentations are included with recorded versions.
About The Provider:	Your Partner for Ensuring an Engaged, Compliant Workforce Financial institution regulations are constantly changing. That means preparing your team needs continual attention, including the frontlines, compliance team, executive leadership and board of directors. Wouldn’t life be easier if you had one place to go for all your compliance and professional education needs? You’ll find what you need from OnCourse Learning. We bring you: 40+ Years of Experience 600+ Engaging Online Courses 450+ Live & OnDemand Webinars Webinar Descriptions, BankWebinars.com: 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 30 days following the event. This will allow a flexible alternative when last-minute conflicts intrude on scheduled events. Live + OnDemand: Includes two of the options above. Live session and 365 days access to On-Demand weblink plus a link to handouts. Live + OnDemand & CD: Includes all three options above. Live Session, 365 days of OnDemand, and CD-ROM plus handout links.
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