Complaint Management End to End - Sources, Tracking, Governance and Remediation

Instructor: Amy Bracht
Product ID: 704466
  • Duration: 90 Min

recorded version

1x Person - Unlimited viewing for 6 Months
(For multiple locations contact Customer Care)
Recorded Link and Ref. material will be available in My CO Section
Last Recorded Date: Mar-2016

Training CD / USB Drive

One CD/USB is for usage in one location only.
(For multiple locations contact Customer Care)
CD/USB and Ref. material will be shipped within 15 business days

Customer Care

Fax: +1-650-362-2367


Read Frequently Asked Questions

This training program will discuss the current lay of the land with CFPB expectations on complaint management systems. It will instruct attendees on how to establish a complaint management system or enhance current practices. The course will also teach front line managers how to recognize and track a complaint and demonstrate how to categorize complaints into meaningful data for further analysis. Finally, it will discuss methods to remediate issues and reduce overall number of complaints.

Why Should You Attend:

The CFPB’s focus on complaint management systems has changed the playing field for how companies in the financial services industry must handle complaints. Their focus is not just on remediation, but on how you track and categorize the complaints you received directly from customers, all the way through fixing the issue, and reducing the number of complaints on the front end.

This webinar will cover front line intake sources and how to categorize the data that comes from those sources into something meaningful, as well as the development of first and second line of defense testing to ensure the process captures complaints as needed. It will also discuss governance processes and how that process can define the remediation plan which will reduce your overall number of complaints. Vendor management and third party service providers and how they should be included in your process will also be covered.

Areas Covered in the Webinar:

  • What intake sources should you be concerned about for complaints
  • How are you tracking complaints which may be resolved but still meet the definition
  • What are your parameters for an escalation of a complaint
  • How do you categorize your complaints into meaningful data
  • How should you include these complaints into a governance process
  • How should we look at remediation as the real key to complaint management

Who Will Benefit:

  • Compliance Managers and Officers
  • Risk Managers and Officers
  • Operations Managers
  • Presidents/Vice Presidents
  • Front line Managers/Supervisors

Instructor Profile:

Amy Bracht, CAMS, CRCM, is a compliance consultant for global operations for PayPal, Inc. In this role, she interfaces with policy partners and advises operational groups on the appropriate and efficient implementation of regulatory compliance standards, focused on consumer protection. Prior to PayPal, she spent five years at First National of Nebraska, the holding company of First National Bank of Omaha, focused on BSA/AML compliance.

Ms. Bracht graduated cum laude from Creighton University in 1998 with a BA in Political Science. Subsequently, she has received a Master’s in Business Administration from the University of Nebraska at Omaha and a MS in Negotiation and Dispute Resolution from the Werner Institute at Creighton University’s School of Law.

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Refund Policy

Registrants may cancel up to two working days prior to the course start date and will receive a letter of credit to be used towards a future course up to one year from date of issuance. ComplianceOnline would process/provide refund if the Live Webinar has been cancelled. The attendee could choose between the recorded version of the webinar or refund for any cancelled webinar. Refunds will not be given to participants who do not show up for the webinar. On-Demand Recordings can be requested in exchange.

Webinar may be cancelled due to lack of enrolment or unavoidable factors. Registrants will be notified 24hours in advance if a cancellation occurs. Substitutions can happen any time.

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