RC_RC_GO_410.1 Managing Consumer Complaints for Compliance Professionals

Consumer complaints are an important compliance concern for many reasons. The Consumer Financial Protection Bureau (CFPB) and other regulators use complaint data to identify issues that could result in consumer harm, and concerns related to compliance with laws such as the Truth-in-Lending Act and regulations concerning unfair, deceptive, or abusive acts and practices, among others. With the Internet and social media at our fingertips, it's easier than ever for a consumer to file a complaint. Beyond compliance, complaints are a valuable source of information that can be used to improve customer satisfaction, as well as products and services. A robust consumer complaint response function is an excellent way of truly listening to your customers, which should help companies to improve compliance and performance.

The Managing Consumer Complaints for Compliance Professionals course presents foundational concepts to help companies improve their consumer complaint response functions, with a focus on compliance. The course begins with a discussion of the complaint intake function, including the importance of how a company defines a complaint, identifying which sources to collect complaint data from, and what data should be collected. The course then explores response and resolution of complaints, discussing root cause analysis and addressing "the bigger picture" issues that a complaint might raise. The course concludes with material on the components of a strong complaint management system and a discussion of CFPB expectations of a consumer complaint response function.

This is a single-family/residential course.

Topics

• Complaint Intake
• Response and Resolution
• CFPB Expectations and Other CMS Considerations

Seat time approximately 2 hours.

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