Developing & Managing a Consumer Complaint Program – Avoiding Reputational Damage

Thursday, March 9, 2017

12:00 pm – 1:30 pm PT
1:00 pm – 2:30 pm MT
2:00 pm – 3:30 pm CT
3:00 pm – 4:30 pm ET

Consumer complaints can uncover policy and procedure issues – as well as compliance deficiencies at a financial institution. Addressing complaints before they become widespread can help avoid regulatory action and reputational damage. Since the creation of the CFPB’s Consumer Complaint Database, over 650,000 consumer complaints have been addressed. These complaints are being used to create or revise regulations, and to enforce compliance through enforcement actions. Join us to learn how to create and manage an effective complaint handling program.

Continuing Education: Attendance verification for CE credits upon request


  • Consumer complaint database statistics
  • Enforcement action case studies
  • How to create and manage an effective consumer complaint program

    • Complaint policy considerations
    • Sample complaint log
    • Complaint management steps
    • Employee training log
    • Quiz you can administer to measure staff learning and a separate answer key


This informative session is designed for customer service managers, compliance staff, lending managers, collection managers, and audit teams.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual financial institution’s use only.