Managing Complaints to Achieve Better Results

IT, Technology, & Operations

Complaints are the canary in the coal mine. They help identify potential compliance deficiencies and legal violations that could cost the financial institutions hundreds of thousands of dollars in civil monetary penalties, fines and restitution. Learn about complaint trends, the importance of managing consumer complaints, crafting a complaint resolution process that is all encompassing, and best practices to strengthen your complaint program.

Who Should Attend: Risk Officers, Compliance Officers

Learning Objectives

  • Learn how to create and maintain effective compliance programs
  • Learn how risk management is achieved through complaint resolution
  • Learn how complaint data can identify potential fair lending issues


Vice President, Compliance
Ms. Lyon directs Ncontracts’ compliance program, which includes product development and content. Prior to joining Ncontracts, she was a senior compliance counsel at NAFCU where she advised over 800 financial institutions on compliance-related topics. While at NAFCU, Ms. Lyon served as a faculty member for the NAFCU Compliance School and the Bank Secrecy Compliance Seminar and is a well-regarded public speaker at industry functions. She is a frequent author on compliance and risk management topics. Ms. Lyon got her start in the industry by serving in key roles at financial institutions in risk management, compliance and BSA operations. Ms. Lyon received her J.D. at the George Washington University Law School.

Webinar Fees

Pricing For Price Season Pass
Bank Member $195 $0
Bank Nonmember $249 $0
Affiliate Member $195 $0
Affiliate Nonmember $249 $0

Season Pass Members receive 4 individual logins to every webinar

Additional Info

Participants will earn 1.0 CPE credit

Field of Study: Specialized Knowledge

Prerequisites: None

Advanced Preparation: None

Program Level: Basic

Delivery Method: Group Internet Based

Refunds and Cancellations: Webinar registrations are non-refundable. If the registrant is unable to attend the designated time and date of the webinar, a playback link and any written materials will be provided within 2 business days following the conclusion of the webinar

Western Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its


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