What will regulators find when they examine your financial institution for Reg E compliance with error resolution procedures? Do your employees know what is required? Recently issued “FAQs” outline more consumer protection for P2P (person-to-person) fraud for many popular wallet applications, such as Zelle and Venmo. Do they know that a customer can write their PIN on a card and this will not be considered “negligent” if the card is lost or stolen?
Our topic for the webinar will focus on several simple steps to handle Reg E customer disputes and inquiries. Understanding the rules will help you satisfy the regulators but can also SAVE YOUR FINANCIAL INSTITUTION MONEY by only paying the claims that you are required to reimburse for unauthorized transactions. We will review the steps required to handle disputes and inquiries and the time frames for resolving a claim for an unauthorized transaction. The only way you can be sure that your front-line staff is complying with this high-profile consumer protection regulation is by providing effective training and providing sound procedures. NOTE: This session does NOT address Visa or MasterCard chargeback rules.
What You’ll Learn
- 5 best practices for handling a Reg E dispute
- Basic disclosure requirements of Reg E and the definitions that guide the error resolution process
- Questions to ask a customer about a disputed transaction
- What should be included in an investigation report
- How to determine if a customer is liable for an unauthorized transaction
- Best practices for auditing Reg E claims
- New trends in debit card fraud
- Resources to educate customers about fraud prevention
Who Should Attend
This webinar will benefit Customer Service Reps, New Account Reps, Teller Supervisors, Deposit Operations staff, Security and Compliance Officer.
Continuing Education (CE) Credits
This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.
View Delivery OptionsInstructor
Susan Costonis
Susan Costonis is a compliance consultant and trainer. She specializes in compliance management along with deposit and lending regulatory training. Susan has successfully managed compliance programs ... read more.
