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BAI Webinar:
What Doesn’t Kill You Makes You Stronger: Best Practices for Managing Consumer Complaints

Recorded: June 29, 2016

The Consumer Financial Protection Bureau (CFPB) and other banking regulators have raised the stakes on consumer complaints. Consumers can now file regulatory complaints online with the CFPB, and consumer feedback plays a key role in how the agency exercises its oversight. How should banks manage the compliance and reputation risks related to complaints?

This complimentary BAI webinar will help financial institutions develop a compliance program that helps to identify emerging customer issues before they spell disaster. Steven Ramirez, a financial services thought leader and CEO of Beyond the Arc, will share case studies and practical tips for strengthening complaint management. He’ll discuss how you can learn from consumer complaints to deepen customer relationships and drive incremental business

Key Takeaways: What You Need to Know

  • How to track negative feedback and emerging trends for your financial institution.

  • The value of analytics in managing consumer complaints.

  • Best practices to improve customer experience.

  • Real world examples of complaint analyses and results in action.
  • Best Practices for sorting through soical media and customer feedback channels to identify and respond to customer issues.

This session will include an overview of the most frequent complaints received by the CFPB in banking, personal lending, and mortgage.

Your Presenter







Steven J Ramirez
CEO
Beyond the Arc

Steven J Ramirez is a popular industry analyst, writer, and speaker in financial services. Steven speaks and writes frequently about the technology and trends affecting customer experience. His insights have appeared in American Banker, ABA Banking Journal, ABA Bank Marketing, Financial Brand, Bank Innovation, BAI Banking Strategies, Banking Exchange, Mortgage Banking, and other industry publications.

Steven is a popular speaker and has presented on social, mobile, and digital trends at American Banker’s Financial Services Marketing Forum, BAI Retail Delivery, BAI Payments Connect, the Mortgage Technology Conference, CRM Evolution, ABA Annual Convention, and other events.

As the CEO of customer experience agency Beyond the Arc, his clients include banks, fintech companies, and banking associations. Steven earned his BA and MBA from the University of California, Berkeley.