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BCU Webinars Webinar

Complaints Programs: Why They Are a Key Risk Mitigant for Your Institution

Complaint management 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.

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.

$299.00
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SKU 70BWUS246136G

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 will all benefit from this session.