Error Resolution Procedures in the Lending Department

Presented by:
Jack Holzknecht

This two-hour program covers regulations and regulatory requirements for resolving errors and consumer complaints in the lending department. Complaints can range from general complaints regarding customer service to specific complaints of illegal discrimination. The program provides specific guidance on developing an error resolution process. Guidance includes:

• Pre-investigation planning;
• Interviewing the complainant;
• Interviewing bank employees;
• Documenting and reporting investigation results; and
• Taking appropriate corrective action.

WHY?
This new program is unique. It explains the specific error resolution requirements for several regulations, provides guidance on developing a comprehensive complaint resolution program for the lending department, and provides steps to improve examination results.
In addition:

• The manual is a great desktop reference; and
• The presenter is an excellent speaker with years of experience in this topic.

The program provides specific guidance on developing a complaint resolution program and addresses the error resolution requirements addressed in:

• Regulation Z (Open-end credit & reimbursement)
• Real Estate Settlement Procedures Act (Servicing transfer rules)
• The existing Fair Credit Reporting Act and the new Fair and
• Accurate Credit Transactions Act
• Regulation AA - Deceptive Acts and Practices
• Community Reinvestment Act (Small banks)

WHO?
This program is designed for senior management of the loan department, compliance officers and auditors.

VIEW A 10 MINUTE SAMPLE
(requires Windows Media Player and IE).

About the speaker:
Jack Holzknecht
Jack Holzknecht is a principal with Pegasus Educational Services, LLC, a training firm headquartered in Louisville, Kentucky. He is an experienced consultant who has provided training to thousands of bankers and examiners for twenty-two years. He has the ability to identify the key compliance issues from each regulation. Jack’s career began in 1976 as a federal bank examiner. He later headed the form and software and education divisions of a regional consulting company. In that capacity he developed loan and deposit form systems and software. He also developed and presented training programs that were delivered to bankers in 43 states. Jack has been an instructor at compliance schools presented by the Georgia, Iowa, Kentucky, Pennsylvania, Nebraska, New York and Texas bankers associations. He developed and delivered compliance training for the FDIC and OTS for ten years. He is a Certified Regulatory Compliance Manager and a member of the National Speakers Association. He is also a “BOL Guru” at http://www.bankersonline.com/ and frequently answers compliance questions sent to “Bankers’ Threads.”

CD-ROM includes:

• 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 has been approved for 2.5 hours CRCM credit.