There is a reason your regulators track the complaints and inquiries against your institution. And there are more reasons as to why you should. From a compliance perspective you have many regulatory requirements that dictate what you need to investigate, how long you have to respond and what responses you can make. From RESPA requirements to Regulation E and Regulation Z there are things you MUST do. One lender failed to investigate an FCRA complaint and the debtor was awarded $90,300 from a $17,000 debt. And there are many more requirements than these few. If you are not sure which these are, this webinar is for you.

WEBINAR TIME: 11:30AM - 1:30PM PT 12:30PM - 2:30PM MT 1:30PM - 3:30PM CT 2:30PM - 4:30PM ET

With a banker and a regulator as your presenters, you will hear two perspectives on these issues. Learn why the complaints and inquiries you receive at the new accounts des, the loan desk and the call center are the barometer indicating the satisfaction with your institution.

In this webinar we'll discuss:

Best practices in the industry which address your procedures

A centralized system of recording, monitoring, delivering and following up on complaints and inquiries is a best practice. It is important that you address the reputational and regulatory risk that is present with all complaints. Most importantly, resolving a customer complaint is yet another way to retain that customer. And retention in today's market is more valuable that acquiring a new customer. And when one complains, you may no longer see that waiting line at new accounts. For your institution, for your customer, for your regulator, having a well designed policy and procedures will answer the questions that come up again and again. Techniques and tools described in this webinar will help you react professionally and in a timely manner.

About the speakers:
Mr. Andy Zavoina, CRCM, is a consultant with the Glia Group, best known for its involvement with BankersOnline.com.

Andy has been in finance and banking for 22 years. Over 20 years were with a holding company with two Central Texas community banks that had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. After starting in loan workouts, Mr. Zavoina has been a consumer, commercial and real estate lender and managed those departments as well as being the banks first Webmaster. He was responsible for compliance- management, -auditing, and -training for both banks.

Andy is a past Chairman of the American Bankers Association's Compliance Executive Committee. He was the 2003 recipient of the American Bankers Association's Distinguished Service Award for his involvement and accomplishments in the field of regulatory compliance management. He currently serves on the Editorial Advisory Board for the ABA's Compliance Magazine, Compliance Action magazine, is a member of the ABA's Compliance School Board and is a BankersOnline Guru. He also served on the Texas Bankers Association's Compliance Committee.

He is a graduate of the ABA National Commercial Lending School, National Compliance and National Graduate Compliance School and is a Certified Regulatory Compliance Manager with the Institute of Certified Bankers. He has written numerous articles and lectured on compliance, the use of the Internet and technology as a tool, as well as compliance in cyberspace to local, state and national associations. Internet policies and other compliance related programs are made available on his personal Web site.

Craig Stone became Deputy Ombudsman for the Office of the Comptroller of the Currency (OCC) in 1998. He heads the Customer Assistance Group which handles 7,500 consumer inquiries a year.

Mr. Stone was Assistant Ombudsman in 1997 and participated in the redesign of the OCC's consumer complaint function. The result was a state-of-the-art processing unit able to handle large volumes of consumer inquiries in a timely manner.

Mr. Stone joined the compliance team in the OCC's southwest district in 1991 and performed compliance examinations at some of the largest banks supervised by the OCC. He began his OCC career as a national trust examiner in 1981 and became a safety and soundness examiner in 1986.

In addition to his duties with the OCC's Customer Assistance Group, Mr. Stone is an instructor of training at OCC and industry forums.

Mr. Stone graduated in 1980 from Texas State University, San Marcos, Texas with a degree in Business-Finance.


More information...

Location:	Webinar
Price:	$225 Early Bird for registration one week prior to program
Sponsor:	BOL Learning Connec
Contact:	Carin Eisenhauer carin@bankersonline.com 888.229.8872
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