Complaint Management Programs: New Challenges and Solutions

Aired: Wednesday, March 29, 2017

2.0 CRCM

Complaint  management continues to be a focus of the banking regulators. Most institutions now have a program in place to collect and analyze complaints. But how can the voice of the customer be used for the greatest advantage?

In this Briefing we will examine how institutions have optimized their complaint management programs and used customer input, both negative and positive comments, to improve their products and processes. Get your questions answered during this informative program.

This Briefing will focus on:

  • Intake Channels
    • Social Media
    • Use of Voice Analytics
  • Root Cause Analysis
    • Finding High-Risk Complaints
    • Using Root Cause Analysis to Proactively Influence Business Practices
  • Corrective Action
    • Tips for Timely and Sustainable Fixes
  • Reporting
    • Case Management Enhancements
    • Improving Data Analysis
  • Speakers:

    • Mark Westmoreland, Principal, Treliant Risk Advisors
    • Brian Rosenberg, Director, Citibank
    • Michelle Hutchcroft, Senior Compliance Officer, BMO Harris​​​​ ​​​​​​​​​​​​​

 Continuing Education Credits

The Institute of Certified Bankers (ICB) has approved this program for 2.0 CRCM continuing education credits for the live program and the recording.

CPE logoRecordings are not eligible for CPE credits.

American Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:
​Program Questions? Please contact Linda Shepard / Cari Hearn.

 Pricing & Purchasing


Streaming Online Recording
Now Available

ABA Member • $235
Non-Member • $365


 Who Should Attend

  • Compliance Officers and Managers
  • Operations Managers
  • Bank Counsel
  • Marketing Managers and Directors
  • Retail Sales Managers
  • Social Media Managers
  • Risk Managers and Auditors
  • Senior Bank Managers
  • CRCMs and CPAs

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