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Consumer Credit Counseling Services
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Regulatory Compliance Monitoring
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
The Challenge
Consumer Credit Counseling Service of Greater Atlanta (CCCS) is a nonprofit agency dedicated to helping families achieve financial stability. With 33 locations across four states serving more than 500,000 consumers annually, CCCS faces numerous regulatory, internal, and geographical issues when managing policies. The agency is governed by a diverse, community-based Board of Directors and employs professionally certified counselors. With the growing need for financial counseling and the expanding oversight of financial services regulators, maintaining their reputation and meeting all compliance laws is one of the agency’s major objectives. The compliance challenges facing CCCS include numerous federal government regulations, quarterly reporting to National Foundation for Credit Counseling (NFCC), an audit by the Council on Accreditation (COA) every four years, multiple state audits, and monthly internal policy and procedural assessments.
About The Customer
Consumer Credit Counseling Service of Greater Atlanta (CCCS) is a nonprofit 501(c)( 3) community-service agency dedicated to helping families achieve financial stability. With 33 locations across four states that serve more than 500,000 consumers annually, CCCS is faced with numerous regulatory, internal and geographical issues when managing policies. CCCS is governed by a diverse, community-based Board of Directors. It employs professionally certified counselors to help clients successfully manage their finances, control debt and secure their housing. The agency provides counseling to people in all 50 states, a critical need was meeting the requirements of audits by each state – a time-consuming process. Their growing workload is carried on by more than 300 certified credit counselors and more than 200 service staff and administrators. CCCS also has a 26-member community-based board of directors from distinguished business, higher education and financial institutions.
The Solution
CCCS of Greater Atlanta adopted NAVEX Global’s policy management software to manage its training, compliance, and policy needs. The software provides a central location to store policies, helps streamline the procedural documentation process, and eases the time and energy spent completing various audits. The compliance department is now able to quickly access the agency’s policies and procedures, critical when conducting regulatory compliance audits. They are more efficient since they can quickly provide documentation about specific procedures to auditors who may need to assess how the agency addresses client grievances, manages client funds, or meets regulatory requirements. The software also helps CCCS of Greater Atlanta prepare for various outside regulatory and third-party reviews, such as the Council on Accreditation (CoA) compliance audit. This audit occurs every four years and requires extensive preparation to ensure all standards are met and documented. To aid this process, the system has built-in reminders to review and update documents, as well as a structured process of reviewers and approvers to ensure each document’s accuracy.
Operational Impact
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