What's New?
Hey FSUG! I'm thrilled so many of you are interested in and joining this group. We'll continue to grow this forum into a place we can share information, connect, and help each other.
Having said that, I'm interested if any of you need any information, help or would like to connect to an Archer contact or peer company? An a related note, are you having any business challenges that would benefit from a discussion here? I'd love to get some chatter going!
You can respond here, add your own topic or reach out to anyone here.
Best Regards,
Patrick
-
I would be interested in hearing from others on their experience with any of the following:
- Corporate Obligations
- Complaints Management App Pack
- If anyone has implemented a policy structure for life insurance
0 -
We have a complaint tracking ODA application that we've been using since 2015 but we built it ourselves instead of using the Complaint Management App pack. Also, we are a life insurance company but don't have a policy structure implemented in Archer; (our policies are kept in our policy management system). We do have one internal company policy that is stored in Archer and manage the process of reviewing and updating the policy through Archer.
0 -
Can you share a little more detail about the complaint tracking application that you are using? Do you use it for multiple types of complaints/investigations? Who are your users of it--just compliance staff doing the investigation or are others using it too?
What policy management system do you use outside of Archer? What kind of organizational structure do you have for the policies, considering life insurance has 50 regulators with unique laws and regulations?
0 -
Busey uses a Crowe "accelerator" or financial institution overlay for Archer's Complaint Tracking use case, which is essentially just a rework of the Incident Reporting module and shares a lot of the same fields.We direct all front line associates to report customer complaints directly into Archer using a short questionnaire that is then routed to Customer Care Analyst who first performs QC on the data inputs with the reporting associate and then assigns a remediation plan and timing for completion. Once the remediation plan steps have been completed, the same Customer Care Analyst routes the remediated complaint to a Compliance Analyst for tracking, analysis and reporting. The Compliance Analyst enters complaints directly into Archer if they are received via the FDIC or made directly to Executive Management.Busey reports complaint data to management in a couple of different ways: by product or service, by branch/division/region, and by root cause (communication failures, fees, system unavailability, etc.). We also track and report on the source of the complaint (by telephone, letter, email, social media, FDIC, etc.) as well as time to resolve the complaint. Because our bank has been very acquisitive the past few years, we have compliant tracking categories for M&A, conversions, branch closures, etc. that help us appropriately analyze anticipated spikes in customer impact events. To the extent possible, we try to align complaints reporting with customer survey data to see if there are correlations in customer feedback on products or service.Re: What's New?Can you share a little more detail about the complaint tracking application that you are using? Do you use it for multiple types of complaints/investigations? Who are your users of it--just compliance staff doing the investigation or are others using it too?What policy management system do you use outside of Archer? What kind of organizational structure do you have for the policies, considering life insurance has 50 regulators with unique laws and regulations?Reply | Give Kudos 0 -
Sure I can. Complaints are mostly entered into Archer by our Legal, Compliance, and Customer Contact Center employees depending on how it is received and the source of the complaint. Since we have another division besides life insurance, the layout (i.e. fields that display, required fields, etc) is dependent on the division chosen at the beginning and nothing shows until that is chosen. We also track the following:
1. Origin of the complaint (i.e. social media, verbal, website, written letter, etc)
2, Category (is it really a complaint or just an inquiry, another company's complaint that we have a business relationship with or due to M&A activity, etc)
3. Whether or not an executive received the complaint
4. Date Received
.5. If applicable, what's the the required response date if it is received by a governing body
6. Person who responds to the complaint
7. High level info about the complainant and contact info to respond to them if necessary
8. Policy and agent info (if applicable)
9. Which company the complaint is about since we have multiple operating companies
10. What it pertains to (i.e. suitability, HIPAA, ID Theft, Privacy/Security, etc
11. Source of complaint (Contact Holder, Beneficiary, Policyholder, Agent/Broker, Family Member, Company Exec, Attorney, Attorney General, etc)12. State of Origin
13. Deeper analysis of the complaint where they state the cause, area and a multi select field that allows them to select the type of complaint based on multiple categories, and any corrective action that's been taken (both a value list field and a corresponding comments field)
We then have rules set up to route it to various people depending on the Compliance Area that's responsible for reviewing complaints for that area. They review it to ensure it is completed with all the information needed and they agree with information input based on the details added. If they feel additional work is needed, they check a box and add their rationale in a comments box, which notifies the person that entered the complaint that it has been rejected so that they can fix and resubmit it. If it's good, they mark it reviewed, which automatically changes the status to complete. At night, we have a process that runs and pushes these attachments in the policy drawer of our document management system for all policies associated with the complaint.
As for the type of policy management systems and the organizational structure for the policies, I know the system names (we have multiple due to acquisitions) but don't much about them since I don't manage them or interact with them much at this point. I've also only been with the company for about 2.5 years so I'm still learning. Also, my focus in the company is strictly Archer.
0 -
We are talking with Crowe about their accelerators too. What was and is your experience with working with them? And did the accelerator speed up the implementation for you? Would you take that approach again or do something different?
0
Please sign in to leave a comment.
Comments
6 comments