Susan Castaneda, director of compliance for The Hartford, engages Exchange attendees as she walks through The Hartford's consumer affairs experience.
Susan Castaneda, Director of Compliance for The Hartford, served as an engaging and spirited speaker as she took Exchange participants through The Hartford's consumer affairs experience.
Eminently qualified to speak to the group, Castaneda
has been with The Harford 16 years and, since 1994, has handled regulator complaints in some fashion.
pointed out that the protocol is innovative, but the basics remain the same.
consumer affairs professionals review complaint files with the specific standards in place.
On average, her
staff spends more than three hours to research all aspects of each issue or complaint.
Managers in this unit spend 70 percent of their day coaching and are required to thoroughly review a minimum of 10 files each month-from soup to nuts.
herself keeps tabs on the re-contact rate between her
staff and the DOIs (defined as how often regulators had to contact The Hartford to get a complete response).
uses this as a touch point indicating how well her
staff members are doing their jobs.
believes the sphere of consumer affairs influence is growing and will continue to grow.
believes that consumer affairs professionals should be proactive in touching and influencing all parts of the company.
cited several examples of how and where consumer affairs professionals can keep business units informed of process issues, anticipate product development disconnects or provide research on how the marketplace and consumers react to specific changes.
In short, consumer affairs can provide best practices via the consumer, thereby giving the consumers a voice.
In addition, she's
knows that consumer affairs professionals form customer-centric relationships with regulators, enabling faster problem-solving for the benefit of the consumer.