AUX Blog

Deal with Member Complaints? This New E-Series Is For You

May 21, 2019

Our compliance team spent months putting together this new complimentary e-series for credit unions, and we are excited to finally be able to share it with you. Perhaps our most comprehensive e-series to date, this series of six weekly emails explores best practices and regulator expectations for handling member complaints in detail. A good complaint management program can help you retain members and avoid regulator intervention.

Member complaints are not a new thing. In fact, there most likely was a complaint about something on the first day that the first credit union opened its doors. It happens to the best of us. So why all the furor in recent years?

Well, now we have the Consumer Financial Protection Bureau. Whether you like them or not, their name says it all. It’s important for credit unions to have a formalized complaint process in place to protect your reputation and reduce regulatory risk. How you handle complaints can significantly affect your examinations for fair lending and compliance. Moreover, complaints and inquiries from your members reflect on your products and services. Your response can strengthen relationships with members or can drive them away.

Interested in signing up for the e-series? Yes, it is completely complimentary to credit unions, as part of our CU Service Network University!

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