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Rich Moldenhauer
Flagship Bank Minnesota

 
 
Complaint Procedures
Contributed by:Manager‚ Technology
Asset size: Bank with between $250m - $500m
Location: West
Description: We use the complaint process to track overdraft program comments as well as complaints. It has been approved by our Board and been through multiple audits.

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MORE PEER CONTRIBUTED DOCUMENTS:

22 Documents 28 Answers 30 Exam Watches 1 Vendor Reviews

Compliance Policy-Complaint Procedures
Asset size: with under $250m
Description: Compliance Policy that contains the various elements of a Compliance Management Program that include the following sections: 1) Board and Management Responsibilities 2) Policy Principles 3) Audit Committee Reports 4) Compliance Management System (Board reporting form- seperate) a) Organization b) Policies and Procedures c) Training d) Risk Assessment e) Self Monitoring/Testing f) Consumer Complaint Policy/Response (see response form-seperate) 5) Compliance Audit
Complaint and Inquiry Policy
Asset size: with under $250m
Description: This policy defines complaints and inquiries, and goes into the procedures for written and oral complaints from consumers, attorneys and regualtory agencies.
Complaint and Inquiry Policy
Asset size: with under $250m
Description: This policy defines complaints and inquires, and goes into detail regarding oral and written complaints from consumers, attorneys and regulatory agencies.


RELATED QUESTIONS AND ANSWERS:
Q
Dealer Float Lines
Asked by: CLO,‚ Lending/Credit/Loan Admin
Asset size: Bank with
Location:TX

This is in regards to dealer float lines for the purpose of providing immediate credit on outgoing drafts. Our bank goes through the normal approval process for a maximum amount of immediate credit allowed at any one time. My question is: How do you reflect this on your system? Do you show it as a commitment on your system? Do you have them sign a promissory note and/or what type of agreement do you have them execute? How do you monitor the activity? TEchnically it is not a loan until such time as they do not fulfill their obligation and are unable to cover the charge back to their account in the event the draft is returned unpaid. Any help on how others handle this situation or procedures would be very helpful!
A
Answered by:Compliance/BSA/Legal
Asset size: Bank with under $250m
Location: AR

Ashley,

When we dealt with dealer lines, we would book the loan on the system f...
Q
What are your dormant procedures and fees?
Asked by: VP,‚ Technology
Asset size: Bank with
Location:KS

I'm trying to evaluate the parameters of a dormant account policy including the fee charged, the period of inactivity that defines dormancy and any changes to the statement cycle that are made. Are the parameters different for checking and savings accounts?
A
Answered by:Compliance/BSA/Legal
Asset size: Bank with between $250m - $500m
Location: SC

Our parameters are the same for checking and savings accounts.

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RELATED EXAM EXPERIENCES:
FDIC - Compliance | June 2012
exam experience posted by a SVP‚ Compliance/BSA/Legal from member with under $250m in assets
Polices that do not apply to us. For example they recommended we have an E-sign policy even though we don't offer it at this time.
FDIC - Compliance | October 2013
exam experience posted by a Compliance/BSA/Legal from member with under $250m in assets
They were very focused on our third party vendor for credit cards. We don't decision them so we haven't spent a lot of time there but because our name is on the card, they reviewed all of their programs for UDAAP issues.<br/><br/>We also weren't doing enough analysis of our assessment area for high minority census tracts. We will need to do some work to ensure we are trying to get applications from those census tracts.
FRB - Compliance | June 2013
exam experience posted by a VP‚ Audit from member with under $250m in assets
If we have a formal way to log complaints so that they can be consolidated to determine if there is one area where we might be discriminating. Examples were - interest rate is too high, fees too high, complaints about a specific individual, etc.

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Policies & procedures
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