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Swissotel Chicago
323 East Wacker Drive
Chicago, IL 60601
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Tuesday, October 22, 2013

12:45 p.m. -

INDUSTRY INNOVATION LUNCH: CONSUMER COMPLIANCE RISK MANAGEMENT IN THE NEW AGE OF DODD FRANK AND THE CFPB

Victor T. Samuel, JD, MBA, Consumer Compliance Advisor, NICE SYSTEMS

Customer service is increasingly featured as the flashpoint in high profile enforcement actions by the CFPB/OCC and FDIC.

The compliance systems of firms are overburdened with the increased use of disclosures, a plethora of new consumer regulation and new standards of care. These challenges are further exacerbated by the consumers' ability to complain directly to the CFPB as a first recourse. New best practices aided by technological breakthroughs are enabling financial firms to mitigate these challenges through real time guidance, monitoring, coaching and training of front line employees when interacting with their customers.

Join NICE's subject matter expert for an engaging presentation and peer discussion. Victor T. Samuel, JD, MBA, Consumer Compliance Advisor, will present an analysis of recent enforcement actions and a case study of how one of the top 10 US banks was able to drive a culture of compliance, ensure contact centser agents adherence to complex regulatory requirements, and drastically reduce the bank's risk of exposure by eliminating close to 100% of the infractions previously made.

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