Complaint management used to be so simple. Perhaps your institution looks back fondly on the days when complaints were usually over the phone about a billing issue. But in this day and age, customers, members, and even employees have a cornucopia of complaint outlets, such as Facebook, Twitter, Yelp, and of course, the CFPB’s complaint [...]
When you're young and you see the grown-ups doing things like staying up late, eating whatever they want, and doing other really great-looking grown-up things, you can't wait to get older. But then, you become a grown-up and you've got bills to pay, a job that requires you to know about remittance transfers (what?), and [...]
See below for information about how to get a free copy of the newly updated 2017 Record Retention Schedule... There's not much worse than throwing something away, then later realizing that you should have kept it. For example, you just bought a new jacket. At the store, you loved it. It looked great. So [...]
From the Silver Screen Think about the most recent romantic comedy you've seen. The plot of almost every romantic comedy includes a brief period of time when it seems that the starring couple won't end up together. The film Hitch is a good example of this. Toward the end of the movie, Hitch (played by Will Smith) and his [...]
Humans have a remarkable ability to get used to things. For example, on a trip to Yellowstone National Park several years ago, I saw a group of people excitedly pointing to something off in the distance. They had cameras out and were acting as if they were seeing Sasquatch. However, when I got close enough [...]
It's common knowledge that the part of an iceberg that can be seen above the surface is just a small portion of the whole iceberg. In fact, about 90 percent of the iceberg is hidden below the water's surface. If you are trusting your fair lending risk to just the data visible on the surface, [...]
We’ve all heard the expression, “how do you eat an elephant? One bite at a time.” The inventor of this phrase must have been marooned and starving on an elephant-infested island, because seeing an elephant and wondering, “how am I going to eat that thing?” is not exactly a normal reaction. Even an avid steak-eater [...]
2016 is just about gone, but there’s still just enough time to look back and see where you’ve been. Here’s a look back at the top 5 most popular blog posts of 2016. 1. Four Lessons From the Wells Fargo Fiasco Although it's now been a few months since we first heard about all the troubles [...]
Flour, eggs, butter, sugar and salt. Just those few staple ingredients are the basis of most baked goods. But baking is a rather precise art. If you don't add enough flour or if you forget salt, your holiday cookies could come out of the oven looking or tasting way off. A good fair lending risk [...]
One great thing about the holiday season is pie. There's not much better than a slice of classic apple pie to top off a big holiday meal. However, baking a perfect apple pie is no easy feat. The novice pie-maker might assume that the Red Delicious apple left over from last week's grocery shopping would work [...]
