FINDING THE SILVER LINING IN CUSTOMER COMPLAINTS
In this issue:
Page 3. Editorial note from the Managing Principal, Center of Regulatory Intelligence
Page 4. Regulatory Roundup
Page 5. FOCUS I Finding the silver lining in customer complaints
- A recent regulatory spotlight
- The goals of complaint systems
- How regulators handle complaints
- How institutions can create strong complaint management systems
- Difference in regulatory requirements for complaint processing
- What to expect from examiners
Page 14. How to create 'quality': Understanding your institution's QA and QC objectives
Page 18. Contact us