What’s Your Complaint? The Complaint Management Process – ON-DEMAND WEBINARS


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This purchase gives you up to five licenses for five users.
SKU: SWMCP Category:

Recorded: January 18, 2022

Presented by: Mr. Mark Burnside, Senior Consultant, FORVIS

With increased focus on how we identify and resolve complaints submitted to our institution, we will discuss the complaint resolution process, agency expectations and the impact of our complaint resolution on policies and procedures. We will also discuss the impact of complaint management in regulatory exams for Fair Lending, UDAAP, Compliance Management Systems, etc., and the potential impact of customer complaints on our internal processes (e.g. products, services, processes, etc.).


  • How do we Identify/Capture complaints
  • Expectations for centralized review
  • Investigation and resolution
  • How can we use the complaint process to improve our products, services and procedures
  • Employee accountability
Who Should Listen

This ninety-minute presentation is for:

  • Compliance Officer
  • Employees involved in complaint monitoring/investigation/resolution
  • Business line managers (e.g. Lending, Deposit, Wire Transfer, etc.)
  • Employees responsible for social media oversight

Program Level: Basic

Prerequisite/Advanced Preparation: Basic Knowledge of Banking, Operations, and Management.

Field of Study: Specialized Knowledge

Copyright Disclaimer

Any recording, transmission, retransmission, or republishing of any portion of this webinar is prohibited.