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Consumer Compliance - Banking Exchange
A clean and honest sales program requires asking lots and lots of questions, assuming nothing. Common sense must also rule. "If less than half your employees can achieve their sales goals, that's a problem," says one expert. "You have to have realistic goals."

Keeping sales culture clean

Ask key questions now—or face worse questions from regulators and public later
Banks can learn a lot from complaints, but at the end of the day you also want unhappy customers to become satisfied customers.

Complaints management requires tough management

Customer experience hinges on getting problems fixed promptly—and right
Express Banking welcomes new customers into Fifth Third with a real banking relationship.

Fifth Third’s low-cost winner

Serving unbanked and underbanked people is express purpose of Express Banking
CFPB scrutinized credit score and credit monitoring services offered by two major consumer credit reporting companies.

Credit firms settle deception claims

In CFPB case TransUnion, Equifax pay $23.1 million over charge of misrepresenting monitoring services
Wells Fargo hit on military lending

Wells Fargo hit on military lending

Must pay restitution and penalties for violating Servicemembers Civil Relief Act.
Bank boards must close up the gaps to oversee compliance appropriately.

Compliance risk rises to top of board agenda

In wake of Wells affair, directors must reconsider what “risk appetite” really means
Surviving a CFPB exam

Surviving a CFPB exam

Preparation’s half the secret. Making your case early helps too
Former #2 regulator at CFPB Steve Antonakes now drives a building up of compliance at Eastern Bank. He shares his perspectives on disclosure and more, and how Eastern prepares to cross the $10 billion threshold.

How former CFPB official handles compliance

Eastern Bank’s Steve Antonakes brings experience to bank side of the table
Credit reporting’s new expectations

Credit reporting’s new expectations

Demanding new standards ahead for furnishers of credit information
Bureau proposes arbitration rule

Bureau proposes arbitration rule

Broad approach would affect many relationships, barring class-action waivers but not individual waivers
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