Responding to Member Complaints - Opportunities and Risks webinar (recorded)

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AW110112

Nov. 1, 2012 - May. 1, 2013 

This recorded event is available until May 1, 2013.

Member service is at the heart of every credit union's mission statement and member complaints need to be viewed as an opportunity to improve our operations. Unfortunately a 2011 letter to CUs (11-CU-17) makes it clear that the NCUA Office of Consumer Protection will be taking a much more aggressive position with regard to member complaints which involve a potential violation of law or regulation. Gone are the days when the member issue was simply forwarded to the Supervisory Committee and the matter was closed. Credit unions can now expect a much more in depth and independent investigation of the circumstances leading to the compliant. Even more troubling is the possibility that the agency will issue a letter to the member that states a specific violation may have occurred within the credit union. What will the member do with that endorsement? Is your credit union ready for the challenge? Join us on November 1 and get the answers to these and many more questions.

Topics covered include:

  • Implications with the NCUA Office of Consumer Protection
  • Doing thorough investigations and taking corrective actions
  • Importance of your response letter to NCUA

Who Should Attend

This webinar is beneficial for Compliance staff, management and anyone at the credit union responsible for handling and resolving member complaints. This information will also be valuable for the credit union's supervisory committee members, board of directors and CEO's as well as staff responsible for responding to NCUA on a resolution to member complaints. Affiliation with CUNA/League is required for attendance

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AW110112

Nov. 1, 2012 - May. 1, 2013 

David Reed

Attorney, author, consultant and nationally recognized speaker, David is a partner in the law firm of Reed and Jolly, PLLC and founder of CU Doctor, a full service credit union consulting practice. Through Reed and Jolly, David provides guidance to credit unions concerning a variety of matters including the establishment and revision of credit union policies and procedures, organizational compliance, collections, security, contractual agreements, regulatory matters and corporate governance.

David is particularly noted as an expert in the areas of credit union operations, bankruptcy and collections. He has been selected to train NCUA Field Examination and Audit Staff on numerous issues including ID Theft Red Flags, S.A.F.E Act, Third Party Contract Management and Bankruptcy matters.

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AW110112

Nov. 1, 2012 - May. 1, 2013 

Live Session

This is a recording of an event held November 1, 2012. View upcoming events.

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AW110112

Nov. 1, 2012 - May. 1, 2013 

CUNA is a leading provider of webinars to the credit union movement. CUNA recorded events allow you to see and hear a presentation and refer to handouts. Attendees also have access to the speaker contact information for asking questions. With topics spanning all credit unions business areas, CUNA Training Bundle provides unlimited access to all live and recorded CUNA webinars, eSchools and audio conferences for all staff, managers and board members.

Accessing Your Recorded Event

You need a computer with Internet connection to participate.

Recorded events are available within 48 hours of the live event. Recorded events can be accessed by anyone at your credit union by logging into My Programs using your CUNA website username and password.

Discounts

Discounts may apply. Your final price will be visible at checkout. Only one discount available per registration.

100% Guarantee

CUNA is committed to providing a quality learning experience. If for some reason you are not fully satisfied, contact us and we'll provide you a full tuition refund or credit.

Cancellations

The last day for cancellations was October 31, 2012. Substitutions are accepted anytime prior to November 1, 2012 at no additional cost. Simply fax event and contact information, listing the new participant and who they will be replacing.
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AW110112

Nov. 1, 2012 - May. 1, 2013 

After registration, recorded events can be accessed by anyone at your credit union by logging into My Programs using your CUNA website username and password. Recorded events are available within 48 hours of the live event.
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