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Who Attends

More than 700 cards and payments executives attend the Forum.

Learn more about who you’ll meet in Orlando..

Thursday, April 24, 2014

2:00 p.m. - 2:45 p.m.
Customer Complaints - Turning Frowns Upside Down: Deliver a Distinctive Customer Experience while Complying with Regulatory Requirements
Ketan Parekh, Consumer Complaints Specialist, PWC
Thom Rooney, Manager Customer Insights, Analytics, and Loyalty Measurement, BMO HARRIS BANK

The CFPB has taken a hardline on companies with ineffective complaint management processes and companies face hefty fines. Additionally, the most common reason that customers give for switching banking products is poor customer service, and it costs $200 on average to acquire a new card customer. Properly responding to a customer complaint can lead to increased activation, utilization, penetration and decreased servicing costs and regulatory focus. A robust complaint management program enables banks to leverage…

2:50 p.m. - 3:35 p.m.
The Regulation of Mobile Payments
Aaron Klein, Director, Financial Regulatory Reform Initiative, BIPARTISAN POLICY CENTER

The presentation will begin with a conversation about the evolving marketplace, including some general background on traditional payment providers and then describe new non-traditional entrants and the types of payments services they are offering.  The presentation would then summarize established federal banking laws and regulations applicable to payments and payment providers. These laws, which are administered principally by the Federal banking agencies and the CFPB. There would be significant focus on the scope of authority granted to the CFPB and how that agency may impact the provision of payment services by non-traditional payment providers.

3:50 p.m. - 4:35 p.m.
Being Proactive – Managing the Risks in UDAAP and Forthcoming CFPB Actions

Unfair, Deceptive, or Abusive Acts or Practices, referred to as UDAAP is one of the guiding principles being used by the CFPB. It impacts product terms and marketing; add-on products; rewards programs; and fair lending. This presentation will cover what the what it takes to get UDAAP right as a strategic risk management challenge, including the importance of building strong complaint
management, analysis, and reporting systems.

4:40 p.m. - 5:25 p.m.
How's the CFPB Doing?
Aaron Klein, Director, Financial Regulatory Reform Initiative, BIPARTISAN POLICY CENTER
Aaron Klein, Director, Financial Regulatory Reform Initiative, BIPARTISAN POLICY CENTER
Terry Maher, Partner, BAIRD HOLM LLP
Bailey Reutzel, Reporter, PAYMENTSSOURCE

  • Regulation of add-on products – what’s the status and are bankers being proactive?
  • The process of working with the CFPB
  • How’s the agency doing according to various constituents?  Bankers, non-bank entities, third parties in the payments/financial services stream…and…consumers