25 Hoosier Banker March 2015 • Establish procedures for forwarding complaints to appropriate personnel; • Maintain a log of consumer complaints that includes whether and how the complaint was resolved. What if the complaining party’s request is unreasonable? While there are many standards to judge the reasonableness of a complaint, there are some individuals who will never be happy under any reasonable circumstances. As comedian Lily Tomlin observed, “Man invented language to satisfy his deep need to complain.” Certainly complaining can become heated, and often the more unreasonable the position, the louder that position is articulated. At some point, the really loud complaints may also be communicated to our community, our business partners and potentially to our regulatory authorities. In fact the Consumer Financial Protection Bureau has an entire section on its website dedicated to consumer complaints. Our hope is that the complaining party will bring the complaint to us first, to give us an opportunity to resolve it, if possible. Conclusion ALTA Best Practice No. 7 asks us to do the obvious – protect our business’ reputation from being impugned. In a world where almost anyone can start a website that attacks, it is better to be proactive in addressing complaints. Our business reputation has been built over years, sometimes decades, but it is only as good as the professional service that we provided yesterday. Addressing consumer complaints must not be perceived as a new, onerous requirement. Rather, it is a business opportunity to maintain reputation. t For more information about the ALTA Best Practices and how to comply, please visit www.alta.org/ bestpractices, or contact Karen Brittain of Investors Title Insurance Company at 419-577-5900, email: kbrittain@invtitle.com. Debra M. Brower, compliance officer and vice presidentmortgage loans of The First National Bank of Odon, has completed 40 years of service. She joined the bank in 1975 in the bookkeeping department, transferring to secretary of the loan department in AnniversAry Milestone A salute to bankers with 20+ years of service Young & Associates, Inc. Consultants to the Financial Industry Capital Planning System Saves Time & E ort Field Tested Has Passed Regulatory Scrutiny Allows you to: • Develop a Base Case Scenario for minimum adequacy standards • Identify and Evaluate Risk for your bank • Stress Test Capital by loan classification (as recommended by the FDIC and OCC) • Perform Contingency Planning for stressed events • Generate Your Capital Plan in as little as 1 day! Pricing First Year License Fee — $1,095 Update/Annual License Renewal — $495 35 YEARS 1978 - 2015 + 1977. She was promoted to assistant loan officer in 1990, to assistant vice president-loans in 1991 and to vice president-consumer loans in 1995. Brower was named to her current position of compliance officer in 1999 and to vice president-mortgage loans in 2006. She is a member of the Indiana Bankers Association Forty Year Club. t
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