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

Archived CUNA Webinars enable staff to pick up new skills and keep up with daily responsibilities. Viewing a archived webinar will enable you to see and hear a presentation, questions of the instructor, and refer to handouts. You need only a computer with an Internet connection and speakers. If you have a computer projection screen, it's easy to provide this training to a whole roomful of staff! Use our 90- to 120-minute archived webinars as part of a full day of training by gaining knowledge and ideas at the webinar, then spend some time discussing how the new information applies to your credit union.

A single session archived webinar will be made available usually within 48 hours of the live event and a two session archived webinar will be made available within 48 hours of the conclusion of the second session. By registering for this archived webinar, you will receive unlimited access until the end date listed above. No access to this archived webinar is provided after the end date listed above.

Attend this webinar live on November 1, 2012

Access this archived webinar

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 November 1, 2012 are eligible for a refund of the amount paid minus a $50 administrative fee. No refunds will be granted for cancellation requests received on or after November 1, 2012 or for registrations received on or after November 1, 2012. Substitutions are accepted anytime prior to November 1, 2012 at no additional cost. Simply fax event and contact information, listing the new participant and who they will be replacing.