CPD: Customer demands and needs, requirements and complaints
- 8 July 2020
- 17:00–19:00 CET
The following topics will be covered during this event:
- Requirements of Chapter 4 Section 6 of the Conduct of Business Rulebook on complaints handling by Regulated Persons
- Reporting obligations to the MFSA
- Demands and needs test
- Assessment of suitability and appropriateness
- Customer reporting and record keeping obligations associated with these assessment
The session will outline the main requirements surrounding the demand and needs of customers and the related assessments, as well as requirements on the handling and management of complaints, as outlined in the conduct of business regulatory framework.
Distributors of insurance products including intermediaries and insurance entities’ sales force, individuals involved in insurance entities’ compliance, risk, commercial and product management functions.
Ms Josianne Briffa
Trainer bio and experience
Josianne Briffa has over 15 years of experience in financial services, specialising primarily in the area of financial regulation. She started her career within the Financial Services Advisory Team of a leading audit firm, after which she joined an international group where she led the Compliance and Internals Controls unit for the group’s insurance entities in Malta. In 2013 Josianne joined MAPFRE Malta and she holds the role of Group Chief Compliance Officer.
Josianne is a Certified Public Accountant and holds a Master of Arts in Financial Services with distinction from the University of Malta. She was the first Chairperson of the Regulatory Affairs Sector of the Malta Insurance Association and is a member of the Malta Association of Compliance Officers.