Why Your Institutions Need a Strong Complaints Management Program

No financial institution wants to receive complaints, but even the most customer-oriented institutions will receive negative customer reviews! This session will explore what a complaints program is, how it should be constructed, and how it benefits the customers, employees, and the institution.

Complaint management focuses on resolving customer grievances, identifying areas of improvement, and developing better products or services. It is an essential component of your Compliance Management System (CMS) and is handled by your customer service operations. For this reason, your employees are vital, as addressing customer complaints about products or customer service can be tricky for even the most seasoned employees. The training these employees receive is imperative for the success of both your customer support and customer service departments.

A strong complaints program is not only a means to gather valuable customer insight, but it helps your institution understand risk and make improvements. This should not only lead to strong programs, and protection from reputation risk and regulatory fines, but also increased profitability, and increased customer satisfaction.

What You’ll Learn

• Timing
• Staffing
• Training Resources
• 7 Key Components to a Successful Complaint Management Program
• Policies and Procedures
• Clear Channels of Communication
• Investigation Process – including how the institution records the complaint
• Written Response
• Corrective Action
• Tracking, Trending, Analyzing, and Retaining Data
• Employee Education

Who Should Attend
Frontline staff, customer contact employees, board of directors, senior management risk management, compliance, and audit personnel.

Presenter
Kimberly Boatwright is EVP and Director of Risk and Compliance at Compliance Resource, LLC, and has more than two decades of experience working in the financial services industry. Ms. Boatwright is a well-regarded financial industry risk and compliance professional with a strong background in program development and implementation. She is a thought leader who specializes in Fair Lending, Anti-Money Laundering, OFAC, and consumer compliance. During her career, she has worked for and consulted with all types of financial institutions helping to establish and evolve compliance and risk programs. She is a frequent public speaker, trainer, and author on compliance and risk management topics. Boatwright is a Certified Regulatory Compliance Manager and a Certified Anti-Money Laundering Specialist.

Registration Options

• Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
• Available Upgrades:
  • 12 Months OnDemand Playback + $110
  • 12 Months OnDemand Playback + CD  + $140
  • Additional Live Access + $75 per person