Professional Bio

Lyn Farrell to Speak at ABA Regulatory Compliance Conference
Date: Sunday, June 9, 2013
Time: 10:00 AM - 12:00 PM
Location: Hyatt Regency Chicago, Chicago, IL
Topic: Complaint Management - CFPB Regulated Institutions

Handling complaints is a major undertaking for a large institution. The CFPB expects that consumer complaints will be promptly and fairly handled in the context of a comprehensive complaint management program. We will have experts from large institutions discuss the components of an effective complaints management program, including:

The population of complaints collected, analyzed and reported;
The issues surrounding complaint escalation;
The definition of “complaint”;
How best to implement a root cause analysis process;
How to review complaints for “fairness factors”;
The relationship of complaint management to corrective action—is the business held accountable for changes and remediation surfaced by complaints;
Complaint trending and reporting.
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