Presented by:
Andy Zavoina and Craig Stone
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There is a reason your regulators track the complaints against and inquiries about your institution. And there are more reasons why you should do the same. From a compliance perspective you have many regulatory requirements that dictate what you need to investigate, how long you have to respond and what responses you can make. From RESPA requirements to Regulation E and Regulation Z there are things you MUST do. One lender failed to investigate an FCRA complaint and the debtor was awarded $90,300 from a $17,000 debt. And there are many more requirements that you need to be aware of. If you are not sure you have them all covered, this webinar is for you.
With a banker and a regulator as your presenters, you will get two perspectives on these issues. Learn why the complaints and inquiries you receive at the new accounts desk, the loan desk and the call center are the barometer for customer satisfaction with your institution.
In this webinar we'll discuss:
Why you should have a Complaints and Inquiry Policy
Who should investigate and respond to complaints
How and why to establish a central tracking system
What complaints need to be responded to under regulatory timelines
What differences exist between complaints from a customer, from the Better Business Bureau and from your regulator
What common complaints the regulators are seeing, what they tell your customer, and how should you respond
A formula for providing written responses to your customer
Best practices in the industry for complaint and inquiry procedures
A centralized system of recording, monitoring, delivering and following up on complaints and inquiries is a best practice. It is important that you address the reputational and regulatory risk that is present with all complaints. Most importantly, resolving a customer complaint is yet another way to retain that customer. And retention in today's market is more valuable that acquiring a new customer. When one customer complains, you may no longer see that waiting line at new accounts. For your institution, for your customer, for your regulator, having a well-designed policy and procedures will answer the questions that come up again and again. Techniques and tools described in this webinar will help you react professionally and in a timely manner.
Instructor:
Mr. Andy Zavoina, CRCM, is a consultant with the Glia Group, best known for its involvement with BankersOnline.com. Andy has been in finance and banking for 22 years. Over 20 years were with a holding company with two Central Texas community banks that had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. After starting in loan workouts, Mr. Zavoina has been a consumer, commercial and real estate lender and managed those departments as well as being the banks first Webmaster. He was responsible for compliance- management, -auditing, and -training for both banks. Andy is a past Chairman of the American Bankers Association's Compliance Executive Committee. He was the 2003 recipient of the American Bankers Association's Distinguished Service Award for his involvement and accomplishments in the field of regulatory compliance management. He currently serves on the Editorial Advisory Board for the ABA's Compliance Magazine, Compliance Action magazine, is a member of the ABA's Compliance School Board and is a BankersOnline Guru. He also served on the Texas Bankers Association's Compliance Committee. He is a graduate of the ABA National Commercial Lending School, National Compliance and National Graduate Compliance School and is a Certified Regulatory Compliance Manager with the Institute of Certified Bankers. He has written numerous articles and lectured on compliance, the use of the Internet and technology as a tool, as well as compliance in cyberspace to local, state and national associations. Internet policies and other compliance related programs are made available on his personal Web site.
- Complete presentation (including slides and audio)
- Written Materials
- Follow-up Q & A
You have the right under this license agreement for this CD-ROM to use this presentation on a single-workstation. Use on a network is in violation of the copyright agreements. CD may be used by multiple users at a given institution but may not be placed on a network or in any other multi-user environment.
This product was added to our catalog on Monday 07 November, 2005.
