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Tuesday, March 25, 2014

2:30 p.m. - 3:15 p.m.
Track: Operational Risk/Compliance/Legal View Track

CFPB CONSUMER COMPLAINT RESOLUTION – THE NEW BENCHMARK FOR THE COLLECTIONS INDUSTRY

Rozanne Andersen, Chief Compliance Officer and VP of Business Development, ONTARIO SYSTEMS
Jack Gordon, Founder, WEBRECON
@WEBRECON

In November 2013, the Consumer Financial Protection Bureau (CFPB) †debuted detailed information from its consumer complaint portal about each of the 5,329 debt collection complaints filed by consumers since the portalís launch in July.† The data is revealing and expands in volume and scope every day. Company names, company responses and the nature of the complaints are just a few of the categories of information available for all to see. Once limited to only the party against which the complaint was filed; creditors, competitors, judges, consumer attorneys and of course government regulators from both the state and federal level now have a birdís eye view into your operation like never before.

Donít be the last to understand how your organization is performing in the eyes of consumers. Attend this session and learn how to analyze the data to improve your operation, bolster your complaint and compliance management systems and respond to the ever increasing number of consumer complaints against members of the debt collection industry

  • What the complaint data tells us about the state of the industry;
  • How the CFPB may use the complaint data in enforcement actions, supervisory exams and as part of the rule making process;
  • Best practices for† consumer complaint responses;
  • How to create a rock-solid complaint management system; and
  • How to work collaboratively with your clients when investigating and responding to complaints

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