What should an Operations Professional do upon receiving a complaint about a registered representative’s action?

What should an Operations Professional do upon receiving a complaint about a registered representative’s action?

• A. Consider the complaint resolved immediately
• B. Notify the principal of the complaint
• C. Resolve the complaint independently
• D. Call the customer for resolution confirmation

Answer: (B)

When an Operations Professional receives a complaint regarding a registered representative's actions, the appropriate course of action is to notify the principal of the complaint. This step is critical because it ensures that the complaint is taken seriously and handled at the appropriate level within the organization. The principal is typically responsible for overseeing the compliance and conduct of registered representatives and will have the authority to investigate the matter further and determine any necessary actions. By involving the principal, the organization adheres to regulatory compliance and maintains proper oversight of its representatives, which is essential for upholding the firm's integrity and protecting customers. This procedure also helps ensure that a thorough and unbiased investigation can be conducted, as the principal may have more resources and support to address complaints effectively. Other options do not align with best practices in compliance and customer service. Resolving the complaint independently might overlook important details or undermine the authority of the principal. Simply considering the complaint resolved without proper review fails to address potential issues and risks ongoing customer dissatisfaction. Lastly, calling the customer for confirmation may complicate matters without the principal being aware of the situation or having the relevant background to address the customer's concerns adequately.

When an Operations Professional receives a complaint regarding a registered representative's actions, the appropriate course of action is to notify the principal of the complaint. This step is critical because it ensures that the complaint is taken seriously and handled at the appropriate level within the organization. The principal is typically responsible for overseeing the compliance and conduct of registered representatives and will have the authority to investigate the matter further and determine any necessary actions.

By involving the principal, the organization adheres to regulatory compliance and maintains proper oversight of its representatives, which is essential for upholding the firm's integrity and protecting customers. This procedure also helps ensure that a thorough and unbiased investigation can be conducted, as the principal may have more resources and support to address complaints effectively.

Other options do not align with best practices in compliance and customer service. Resolving the complaint independently might overlook important details or undermine the authority of the principal. Simply considering the complaint resolved without proper review fails to address potential issues and risks ongoing customer dissatisfaction. Lastly, calling the customer for confirmation may complicate matters without the principal being aware of the situation or having the relevant background to address the customer's concerns adequately.