Capture the Call - Telephone call tracking services
Compliance Issues
What, exactly, will examiners look for in your compliance exam?
L. Ray Jackson laid it out at ABA's National Regulatory Conference. A compliance
management system should have the following characteristics:
Board and management oversight with clear expectations for compliance
A compliance program
A compliance audit
The program should include written policies. The complexity of policies should reflect the complexity of the institution.
The program should also include training for all staff - including the compliance officer.
Examiners will also look for responses to consumer complaints.
Finally, there should be an independent audit of the program with results reported directly to the Board or owner
Capture the Call tracking provides management the capability to
measure compliance using technology. We record and catalogue all calls by name!
The reason this is important is because if there is a complaint or an issue regarding
compliance you have the recorded call to demonstrate what actually happened on the call
between your employee and the client.
Further more, it is a tremendous asset in checking your overall level of training,
compliance and in the event of a customer complaint you have the exact nature of the
call not the recollection of one side or the other.
Most mortgage companies check paperwork but what about the promises made by your LO’s
on the phone? Could it lead to a complaint?
Ultimately, Capture the Call can cost as little as $2 a day. Compare that to having
to buy back a mortgage or fines issued for non-compliance and you will see ~ as many
mortgage customers have ~ you should start tracking your calls today
with Capture The Call!
