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In this comprehensive episode of Financial Forward, host Jim is joined by Camie Keilen, a senior executive with extensive compliance risk management experience, to explore the Consumer Financial Protection Bureau's (CFPB) Complaints Enterprise.
The discussion traces the program's origins following the 2008 mortgage crisis, addresses the evolution of consumer complaint handling, and examines the practical challenges faced by financial institutions in meeting strict CFPB regulations. Key topics include the introduction of a public complaints portal, response and tracking expectations, and policy changes that foster better consumer complaint management.
The episode provides listeners with a deep dive into the cultural shifts and collaborations essential for navigating the complexities of the CFPB's complaint process.

00:00 Introduction and Special Guest Announcement

02:17 Cammie Kylan's Background and Experience

04:13 The Importance of Consumer Complaints

05:58 The Birth of the CFPB Complaint System

07:49 Challenges and Reactions from Financial Institutions

10:21 Implementing Effective Complaint Management

11:16 Defining Complaints: A Cultural Shift

13:21 CFPB's Impact on Complaint Handling

15:36 The 15-Day Response Challenge

16:52 Interim Responses: A Necessary Compromise

20:33 Publicizing Complaint Data

22:10 Evolving Relief Categories

24:26 Conclusion and Teaser for Part 2

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