Outlook Live
Complaints as a Supervisory and Risk Management Tool
August 29, 2018
Event Details
This presentation will summarize what an effective complaints management system looks like. Laurie Lavaroni of the Federal Reserve Bank of San Francisco and Alinda Murphy of the Federal Reserve Bank of Kansas City will discuss how examiners investigate complaints and employ them during risk-focused supervision. We will explore a complaints management model that incorporates current agency guidance and what is scalable for community banks.