Will your financial institution experience more debit card fraud investigation in 2017? A November 2016 report from the Federal Reserve found that debit card losses to merchants, cardholders and issuers increased 44 percent from 2013 to $2.41 BILLION in 2015.
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..
- The basic disclosure requirements of Reg E and the definitions that guide the error resolution process.
- What questions should you ask a customer about a disputed transaction?
- What are five "best practices" for handling a Reg E dispute?
- What should be included in an investigation report?
- How do you determine if a customer is liable for an unauthorized transaction? Learn practical suggestions for conducting and documenting an investigation.
- Resources to educate customers about fraud prevention
Customer (Member) Service Reps, New Account Reps, Teller Supervisors, Deposit Operations staff, Security and Compliance Officers. NOTE: This webinar will NOT address Visa or MasterCard zero liability rules; only the Federal Reg E dispute provisions are included.
Susan Costonis is a compliance consultant and trainer. She specializes in compliance management along with deposit and lending regulatory training and began her career in 1978. Susan has successfully managed compliance programs and exams for institutions that ranged from a community bank to large multi-state bank holding companies. She has been a compliance officer for institutions supervised by the OCC, FDIC, and Federal Reserve.
Susan has been a Certified Regulatory Compliance Manager since 1998, completed the ABA Graduate Compliance School, and graduated from the University of Akron and the Graduate Banking School of the University of Colorado. She regularly presents to financial institution audiences in several states and "translates" complex regulations into simple concepts by using humor and real life examples.
MBA Member Price: $265
On-Demand Price: $295
What is a Webinar?
A webinar is an online seminar featuring audio, PowerPoint and other interactive features. The program may be viewed on most devices. No special hardware is needed; however, speakers or headphones are required. The program consists of 105 minutes of instruction and 15 minutes live Q&A. Each Live Webinar registration provides one connection to the webinar, materials and access to the On-Demand Webinar for 30 days. You may have unlimited listeners on your connection.
An On-Demand Webinar is a webinar that has been recorded and can be viewed at your convenience (24/7). Anyone at your branch may access the program online using the login. With an On-Demand Webinar, you have 6 months unlimited access to the program from the date of purchase (access to the live webinar is not included).