Complaints are a regular occurrence for credit unions. With growing regulatory oversight, complaints are no longer limited to just your customer service staff, they may be reported to industry regulators as well. Failure to manage complaints appropriately, or receiving too many of the same complaints, can lead to audits, fines, and reputational risk. In addition, effectively tracking complaints can provide valuable insights into your business such as potential regulatory issues, employee training gaps, or customer service problems. This is where effective complaint management software solutions can help.
Because member complaints can be received through multiple sources (e.g. call centers, service staff, or regulators) and via different channels (verbal, email, social media, or direct mail) it is imperative to maintain consistent records across the organization. Maintaining records on spreadsheets and files no longer pass regulatory requirements and can lead to audit findings, fines, and reputational damage. In order to meet regulatory requirements and provide actionable information, complaints must be properly collected in a central database to be investigated and managed properly.
Quantivate Credit Union Complaint Management software is a simple and effective SaaS solution, which effectively automates the process of complaints management. This easy to use and configurable solution includes the ability to track and manage complaints from customers, suppliers and other stakeholders, record follow-up actions, and report on any findings or regulatory non-conformance that may be associated with a complaint. With one centralized database Quantivate Complaint Management software enables you to manage the entire complaint life cycle with real-time complaint tracking, reporting, alerts, and escalation of potential issues.
Quantivate Complaint Management can be used as a stand-alone complaint management module or integrated as part of the greater Quantivate GRC solution suite.
Quantivate Complaint Management software facilitates compliance with the growing regulatory environment and helps organizations meet both governmental and voluntary regulations for complaint handling. There is a limited amount of time to resolve complaints when complaints are received from a regulatory agency, such as the CFPB, BBB, NCUA, FDIC, or others. Quantivate Complaint Management provides metrics and notifications to help you keep track of those deadlines, responses, and follow-ups to ensure timely response to all complaints.
Quantivate Complaint Management’s flexible platform enables users to enter their own regulators, response timelines, and contact information to properly track complaints within any industry.
Single sign-on (SSO) allows you to utilize your company’s data (active directory) to automatically sign into the Quantivate platform without entering your username and password. Quantivate’s SSO solution supports user provisioning which automatically creates an account on the first login.