Reputation Risk

Reputation risk is the risk arising from negative public opinion. Activities that result in dissatisfied consumers and/or negative publicity could harm the reputation and standing of the financial institution, even if the financial institution has not violated any law. Privacy and transparency issues, as well as other consumer protection concerns, arise in social media environments. Therefore, a financial institution engaged in social media activities is expected to be sensitive to, and properly manage, the reputation risks that arise from those activities. 

Source: FFIEC

The Highlights:

  • Lenders should take steps to protect their brand reputation on social media, by: reviewing negative comments, removing consumer privacy concerns, looking for instances of fraud, and separating individual opinions (political or social) from the brand.