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Effectively handling debit card disputes are an integral part of a financial institutions requirements to comply with Regulation E while not writing off unnecessary debit card losses. What questions do you ask a consumer based on the circumstance? What is appropriate to ask and not to ask? When do you start your investigation, close the investigation and what are your responsibilities regarding timing of notification? In addition to the traditional Regulation E claims of the past, this webinar will also cover evolving Regulation E claims specific to digital wallet disputes (e.g. Venmo, CashApp, PayPal, etc.) and handling debit card disputes resulting from free trials that turn into an unauthorized charge.
This webinar recording will take you through the issues financial institutions face with a consumer debit card dispute and how to effectively take care of your consumer based on Regulation E requirements while also protecting the financial institution against consumer abuse of the Regulation E process.
Upon completion of the recording you’ll understand:
- Handling Regulation E claims for all types of claims including digital wallet and free trials.
- Sample documentation reflecting questions to ask when taking different types of Regulation E claims.
- Fraud mitigation tools that provide financial institutions an additional layer of protection.
This recording is designed for Branch Management, Client facing teams, Deposit Operations, Fraud Management, BSA/AML Officers and Support Staff, Customer Service Representatives/Tellers, Call Centers, Treasury Management, Risk Management, Compliance, and Internal Audit.
Terri Sands, CAMS – Audit, AAP, CFE, At-Risk Adult Crime Tactics Specialist (ACT) is the founder of Secura Risk Management and leads the company in its strategic efforts to offer the most pressing and needed services in payments, BSA/AML, Cybersecurity and fraud. Throughout her career, Terri has served as a leader in the payments and fraud prevention industry, providing education, risk management and compliance consulting and support services geared toward the specific needs of financial organizations. Terri consults and speaks frequently for regulatory and governmental agencies on topics including payments risk management and strategy, operational compliance, BSA/AML, financial crimes, operational risk management improvements and efficiencies. Terri has authored numerous publications and articles on payments risk management, fraud prevention, money-laundering prevention strategies, elder financial exploitation, and identity theft red flag compliance. Terri also serves as the Director of the Payments Risk Management for State Bank & Trust where she is responsible for payments risk management and payments strategy. Terri is an Advanced Certified Anti-Money Laundering Specialist (CAMS – Audit), a Certified Fraud Examiner (CFE), an At-Risk Adult Crime Tactics (ACT) Specialist and an Accredited ACH Professional (AAP).
Prior to founding Secura, Terri served as co-founder of Payments Information Circle (PIC), a service organization providing payments industry education, auditing, consulting, resources, and support services to financial organizations throughout the country. Prior to her work at PIC, Terri served as the President of the Georgia Automated Clearing House Association (GACHA), a non-profit, regional payments association where she provided strategic direction for the association and its membership. Terri began her career in payments as a Senior Analyst with the Federal Reserve Bank of Atlanta where she provided training throughout the Sixth District and served on the Federal Reserve ACH Conversion Team that consolidated ACH Services for all branch locations in the Sixth District. In addition, Terri led the efforts for training financial institutions throughout the Sixth District on the National Electronic Federal Tax Payment System (EFTPS).