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#2070919 - 03/25/16 12:36 AM Complaints - Poll
Anonymous
Unregistered

Which department at your institution is responsible for complaint intake, response, tracking and reporting? Is it Compliance, Customer Care (or similar), Legal or some other department? Also please provide asset size.

Thank you!

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#2070921 - 03/25/16 01:38 AM Re: Complaints - Poll Anonymous
Rocky P Offline
Power Poster
Joined: Jun 2003
Posts: 7,650
Florida
Anon, it might be better for you to describe your bank - asset size, number of branches, etc. so comparable bankers might answer. No sense in getting a response from a BoA or Citi if you're a $50M one office.

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#2070977 - 03/25/16 04:16 PM Re: Complaints - Poll Anonymous
Anonymous
Unregistered

OP - 55 Branches 8 Billion

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#2070983 - 03/25/16 04:30 PM Re: Complaints - Poll Anonymous
Tracey, CRCM Offline
Platinum Poster
Joined: Jul 2015
Posts: 542
Gorham, ME
Compliance at our bank. 11 branches, $1 billion
_________________________
Tracey

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#2070984 - 03/25/16 04:31 PM Re: Complaints - Poll Anonymous
RockChucker, CAMS Offline
Diamond Poster
Joined: Jul 2013
Posts: 1,700
The Country
We don't get complaints wink
_________________________
A successful man is one who can lay a firm foundation with the bricks others have thrown at him.
-David Brinkley

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#2070987 - 03/25/16 04:45 PM Re: Complaints - Poll Anonymous
IAD Offline
New Poster
Joined: Mar 2015
Posts: 7
Legal..... 3.8 billion

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#2071014 - 03/25/16 05:51 PM Re: Complaints - Poll Anonymous
Y'all Comply Offline
100 Club
Y'all Comply
Joined: Aug 2010
Posts: 214
Land of Pears
Compliance Department - 3.8 Billion - 23 branches
_________________________
CRCM, CAMS - Be Grateful!!

FKA Jenabq

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#2071024 - 03/25/16 06:21 PM Re: Complaints - Poll RockChucker, CAMS
Norman Paperman Offline
Diamond Poster
Norman Paperman
Joined: Aug 2012
Posts: 1,700
48.934476, -114.343735
Originally Posted By RockChucker
We don't get complaints wink


Same here. We also don't have any loan denials.
_________________________
Maybe you just wanna fly the plane yourself. Well good luck pressing take off, then auto pilot, then land.


CRCM

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#2071091 - 03/25/16 10:02 PM Re: Complaints - Poll Anonymous
Moman Offline
Platinum Poster
Joined: Jul 2004
Posts: 505
WA
600M 12 branches - compliance with affected Execs copied; affected Exec follows up for responses etc.

Prior Bank - 2.5Bil; Compliance; copies to Legal and Risk Mgt; Compliance wrote responses with Legal and RM review prior to mailing. Cumbersome process there!

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#2071275 - 03/28/16 09:45 PM Re: Complaints - Poll Anonymous
Naise Offline
Member
Joined: Feb 2014
Posts: 91
>3 Billion - ~45 branches, 5 states. Compliance designed the system and I'm currently maintaining it. I have a backend where I categorize any complaints I consider relevant to compliance. Actual follow-up/resolution is the responsibility of Retail Banking (any unresolved complaints entered create an auto-notification to the associate's direct supervisor). While I currently also trend the type of complaint, product involved, department affected, etc., we're trying to transition responsibility over to the head of Retail Banking. Honestly, most complaints I see are the result of poor customer service and Retail management is going to benefit more than I am. Compliance related complaints cover about 10% of all submissions per quarter.

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#2071276 - 03/28/16 09:48 PM Re: Complaints - Poll Anonymous
Naise Offline
Member
Joined: Feb 2014
Posts: 91
Oh - and Legal is responsible for any written complaints and any that have a "red flag" word (e.g. FDIC, lawsuit, CFBP, discrimination, etc). There's a drop-down box for those words and if any are selected, the Complaint is automatically forwarded to Legal for resolution.

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