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Contacting Customers Presents Risks, Rewards for Harried Compliance Officers
By Brian Monroe
printWhen Julia Mold received a customer complaint about improper account activity by a company representative managing the person's funds, she didn't hesitate to call the customer directly to say that the employee would be investigated. She considered the matter closed until the customer called her company with a second complaint, this time chastising her as well. "The person was pretty nasty," said Mold, a former anti-money laundering officer for the broker, now a managing partner of Boca Raton, Fl.-based consultancy Clear Sky Compliance, Inc. The customer believed the representative had mismanaged his investments and had specifically asked to speak to...
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