In this session we will discuss the importance of a robust complaint risk management program; observations and findings from CFPB exams; examples of complaint risk management governance to consider; the various channels through which complaints surface and the impacted regulations; and Capco’s recommendations for compliance.

What You Will Learn:
• Supervisory findings in examinations related to consumer complaints – CFPB
• Supervisory findings in examinations related to consumer complaints - FDIC
• Complaint Program Governance Structure and Channels
• Deposit-side complaints; lending-side complaints; UDAAP concerns Fair Lending concerns
• Best Practices

Who Should Attend:
Compliance Personnel, Complaint Center Management Staff, Compliance Officers, Customer-Facing Staff, and Auditors

Air Date: November 21, 2024 at 2pm EST