Complaint Management: Training for the Frontline
What is your role in creating a complaint process at your financial institution as the first line of defense against fines, lawsuits and customer dissatisfaction?

Unfair Deceptive Acts and Abusive Practices has now infiltrated the frontline thinking and behavior. Your first response may mitigate and alleviate the customer’s anger, response and recourse in handling problems in the organization instead of outside. This program will help you to understand UDAAP and prevent complaints being filed against your institution.

Covered Topics

  • Role of Federal Trade Commission
  • Role of Consumer Financial Protection Bureau
  • What is a complaint?
  • What to do if you get a complaint?
  • The process of complaint management
  • The high cost of not paying attention to complaints
  • How to handle criticism effectively
  • Discerning when to escalate the complaint
  • Documenting the complaint
  • When the complaint goes to CFPB what is the process


Tellers, New Accounts, Branch Personnel, Compliance, Branch Operations, Training and all Frontline Lending or Account Personnel.


Deborah Crawford is the President of gettechnical inc. She specializes in compliance and regulations for the deposit side of financial institutions. Her 20+ year career in banking and training began at Hibernia National Bank. She has been a seminar leader for many state associations and credit union groups across the nation. She has Bachelors and Masters degrees from Louisiana State University. 

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2.5 CE Credits


Live Webinar which includes 7 Day On-Demand  - $265
Six Month On-Demand – $295
Live plus Six Month On-Demand – $365
CD-ROM (Includes Six Month On-Demand) – $325
Premier (Includes all options) – $395
Additional Locations – $75



Online: Click here.

Phone: Call Total Training Solutions at (800) 831-0678

Register online up to day of event. Earlier registration allows time to check your computer for an optimal experience.