The Consumer Financial Protection Bureau (CFPB) is making consumer complaints a major aspect of the regulatory environment. The Dodd-Frank Act requires the CFPB to collect, investigate, and respond to consumer complaints as part of its work in protecting consumers. Over the past year, CFPB’s Consumer Response Team has begun taking complaints on credit cards, mortgages, private student loans, other consumer loans, and other financial products and services. In addition to the compliant system on their website, consumer complaint response is now a major component in the analysis of a financial institution’s compliance management system in CFPB’s examination procedures.

An effective compliance management system should ensure that a financial institution is responsive and responsible in handling consumer complaints and inquiries.  Intelligence gathered from consumer contacts should be organized, retained, and used as part of your compliance management system.  Compliance with consumer laws and regulations should also be an integral part of your business strategy.  Violations and noncompliance can significantly impair your reputation, value, earning ability, and business opportunity. Therefore, investigation of complaints and fair, equitable responses to consumer problems is critical.  Complaints can be used to identify compliance, system, or service weaknesses.


  • Complaints and the examination process
  • Trends to be alert for
  • Building a complaint management system
  • Monitoring and reporting
  • Oral versus written complaints


This informative session is designed for frontline and compliance personnel.

Attendance verification for CE credits provided upon request.

Please note:  The live webinar option allows you to have one telephone connection for the audio portion and one Internet connection (from a single computer terminal) to view online visuals as the presentation is delivered.  You may have as many people as you like listen from your office speaker phone.

ABOUT THE PRESENTER – Michelle R. Graber, CRCM, Young & Associates, Inc.

Michelle Graber has over 25 years’ community financial institution experience.  As a compliance consultant, she specializes in all areas of regulatory compliance, conducts compliance reviews, facilitates compliance seminars and workshops, and responds to client inquiries.  During her career, Michelle spent 13 years as a compliance officer and CRA officer for a small community bank.  She was a lender for consumer, commercial, and mortgage loans, and served as branch manager for numerous locations, including branch administration and development.  Michelle holds a Bachelor’s in Public Relations from the University of Toledo and is a Certified Regulatory Compliance Manager. 


Note:  All materials are subject to copyright.  Transmission, retransmission, or republishing this webinar to other institutions or those not employed by your financial institution is prohibited.  Print materials may be copied for eligible participants only.




Listen to the
archived web link on your




Instructions will be emailed to you with
the archived link.

The live webinar option allows you to have one telephone connection for the audio portion and one Internet connection (from a single computer terminal) to view online visuals as the presentation is delivered.  You may have as many people as you like listen from your office speaker phone.  Registrants receive a toll-free number and pass code that will allow entrance to the seminar.  The session will be approximately 90 minutes, including question and answer sessions.  Seminar materials, including instructions, pin number, and handouts will be emailed to you prior to the broadcast.  You will need the most current version of Adobe Reader available free at


Can’t attend the live webinar? The archived webinar is a recording of the live event, including audio, visuals, and handouts. We even provide the presenter’s email address so you may ask follow-up questions. Approximately one week prior to the webinar, you will receive an email with the archived web link. This web link can be viewed anytime 24/7, beginning 6 business days after the webinar and will expire 6 months after the live program date.

As an added bonus, you will also receive a FREE audio/visual CD ROM.* The CD ROM includes the original audio/visual presentation, the question and answer sessions, and the handouts.  Use the archived webinar or this “off-the-shelf” training program for those that could not attend the live seminar and for future training.

The archived webinar (including the free CD ROM) may ONLY be ordered for 6 months following the webinar. Neither the link nor CD will be available after this time.


Options 1 and 2 described above


*CD ROM is for Mac and PC use only

This event is being conducted by CU Web Training on behalf of the Missouri Credit Union Association.   Click here to register:

February 14th, 2013 2:00 PM   through   3:30 PM

Event Info


February 14th, 2013 2:00 PM   through   3:30 PM


Phone: 314.542.1321

Help spread the word

Please help us and let your friends, colleagues and followers know about our page: Webinar: CFPB Guidance on Handling Consumer Complaints & Inquiries: Collecting, Investigating & Responding

You can also share the below link in an email or on your website.