Course Description: Handling customer complaints is no longer just about good service — it’s a regulatory expectation and a strategic opportunity to strengthen your institution. In today’s environment, artificial intelligence is transforming how financial institutions capture, analyze, and respond to complaints. This session offers a practical guide to modern complaint management, with a focus on using AI tools to improve accuracy, speed, and compliance outcomes. Participants will learn how to identify complaints across all channels (including digital and AI-assisted platforms), document and resolve them effectively, and use complaint data to spot emerging risks. Real-world examples will show how AI can help uncover patterns, automate responses, and prevent compliance gaps before they escalate.

Who This Is Designed For: Community bank and credit union staff, compliance officers, operations professionals, and risk managers who want practical guidance on complaint management — including how to incorporate AI tools and workflows. No advanced experience required.

Agenda

• Why Complaint Management Matters: Understand how complaints connect to compliance risk and regulatory focus.

• Identifying and Capturing Complaints: Learn to recognize formal and informal complaints across all intake channels — including chatbots, voice AI, and digital platforms.

• Documentation and Resolution: Best practices for recording, investigating, and resolving complaints using both manual and AI-assisted tools.

• Regulatory Expectations: Key rules, examiner priorities, and how AI fits into compliance frameworks.

• Using Complaints as a Risk Tool: Spot trends, identify root causes, and use AI to surface hidden risks and prevent bigger issues.

By the End of This Webinar, You Will Be Able To:

• Recognize and capture complaints from all sources — including AI-powered channels.

• Document, investigate, and resolve complaints in line with regulatory expectations.

• Link complaint data to compliance risks and emerging regulatory concerns.

• Use AI tools to detect patterns, automate triage, and strengthen your complaint program.

• Turn complaint management into a proactive tool for protecting your institution’s reputation.

Note: This program meets the eligibility criteria for continuing education under ACFCS and is eligible for 1 credit.