Five Steps for Understanding & Managing the Complaint Process

The CFPB (Consumer Financial Protection Bureau) has been inviting consumers to “tell their story” and file complaints since July, 2011. While the 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 should be doing to proactively manage complaints.

Program Highlights
Learn how the CFPB uses complaint information to guide investigations, develop enforcement actions, and require reimbursement to consumers.
Learn the regulatory “expectations” for complaints.
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?
Who Should Attend?
Fair Lending complaints have initiated regulatory scrutiny that resulted in civil money penalties, reputational damage, and downgrades to the CRA rating. This session provides important information for Senior Management, Compliance Officers, Risk Managers, Branch Managers, Call Center Managers, Loan & Deposit Operation Managers, Marketing Staff, and Product Development Specialists

Susan Costonis is a compliance consultant and trainer. She specializes in compliance management along with deposit and lending regulatory training.

Susan has successfully managed compliance programs and exams for institutions that ranged from a community bank to large multi-state bank holding companies. She has been a compliance officer for institutions supervised by the OCC, FDIC, and Federal Reserve. Susan has been a Certified Regulatory Compliance Manager since 1998, completed the ABA Graduate Compliance School, and graduated from the University of Akron and the Graduate Banking School of the University of Colorado. She regularly presents to financial institution audiences in several states and “translates” complex regulations into simple concepts by using humor and real life examples.

Registration Options
Live Plus Five (days) – $265
OnDemand Recording – $295
CD-ROM – $345
Live Plus Six (months) – $365
Premier Package – $395


Dec 15 2021


1:30 pm - 3:30 pm



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