Reg E Compliance – Five Best Practices for Handling Disputes

Financial institutions began issuing EMV chip cards in 2015* and will probably continue the process throughout 2016. While the new technology may help reduce fraud for “in-person transactions”, the potential for online fraud continues to grow. Will your financial institution experience more debit card fraud investigation in 2016?

We'll 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 paying only the claims you're required to reimburse for unauthorized transactions.

We'll review the steps required to handle disputes and inquiries and time frames for resolving a claim for an unauthorized transaction. The only way you can be sure your front line staff is complying with this high-profile consumer protection regulation is by providing effective training and providing sound procedures.

*EMV stands for Europay, MasterCard, and Visa, the three companies that developed the technology to improve payment security and reduce fraud.

Covered Topics:

  • 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 an investigation.
  • Resources to educate customers about fraud prevention.

Who Should Attend?

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.