Member service is at the heart of every credit union’s mission statement and member complaints need to be viewed as an opportunity to improve our operations. Unfortunately a 2011 letter to CUs (11-CU-17) makes it clear that the NCUA Office of Consumer Protection will be taking a much more aggressive position with regard to member complaints which involve a potential violation of law or regulation. Gone are the days when the member issue was simply forwarded to the Supervisory Committee and the matter was closed. Credit unions can now expect a much more in depth and independent investigation of the circumstances leading to the compliant. Even more troubling is the possibility that the agency will issue a letter to the member that states a specific violation may have occurred within the credit union. What will the member do with that endorsement? Is your credit union ready for the challenge?

Join us on November 1 and get the answers to these and many more questions.

Topics & Objectives:

• Implications with the NCUA Office of Consumer Protection
• Doing thorough investigations and taking corrective actions
• Importance of your response letter to NCUA

Just like in face-to-face classes, CUNA Webinars allow you to see and hear a presentation, ask questions of the instructor, and refer to handouts. You need only a speakerphone and computer with Internet connection. With a computer projection screen, it's easy to provide this training to a whole roomful of staff! When you register for an event, the connection information will be e-mailed to you 24-48 hours before the event. If you are registering for an event the day it is being held, please call 800-356-9655, ext. 4249 or e-mail training@cuna.coop for assistance.

Did you know...in addition to attending this event live, your tuition includes six months of unlimited access to the archived (recorded) event within 48 hours of the live event for your entire credit union. See the archived events available to you and your credit union.

CUNA Webinars use Adobe Connect to provide an interactive and convenient online learning environment. Whether you are a first time Adobe Connect user, or simply need a refresher, take a short tour. You'll learn how to effectively interact with the presenter and your peers during live webinars.

Can't attend at this time? Click here for the archived version.

This webinar is beneficial for Compliance staff, management and anyone at the credit union responsible for handling and resolving member complaints. This information will also be valuable for the credit union’s supervisory committee members, board of directors and CEO's as well as staff responsible for responding to NCUA on a resolution to member complaints.

Affiliation with CUNA/League is required for attendance.

David Reed
Attorney, author, consultant and nationally recognized speaker, David is a partner in the law firm of Reed and Jolly, PLLC and founder of CU Doctor, a full service credit union consulting practice. Through Reed and Jolly, David provides guidance to credit unions concerning a variety of matters including the establishment and revision of credit union policies and procedures, organizational compliance, collections, security, contractual agreements, regulatory matters and corporate governance.

David is particularly noted as an expert in the areas of credit union operations, bankruptcy and collections. He has been selected to train NCUA Field Examination and Audit Staff on numerous issues including ID Theft Red Flags, S.A.F.E Act, Third Party Contract Management and Bankruptcy matters.

Cancellations received in writing (via fax 608-231-4327) before the end of business on October 24, 2012 are eligible for a refund of the amount paid minus a $50 administrative fee. No refunds will be granted for cancellation requests received after October 24, 2012. Substitutions are accepted anytime prior to the start of the program at no additional cost. Simply fax event and contact information, listing the new participant and who they will be replacing. Cancellation fees do not apply for free or complimentary programs.