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Course description

ICB Credit: 2.5 CRCM

Reg E remains in the compliance spotlight and its provisions are the source of many compliance violations. Sometimes you need to pause, take a breath and look at the forest. Join Andy Zavoina on a review of Reg E from disclosures, to requirements the bank has, to claims.

In this webinar we will discuss the basic Reg E requirements and then there will be a focus on claims for unauthorized withdrawals from a customer's account. You have to know when a claim is valid and has to be paid, and when it is not. Otherwise, you are cheating either the bank or the customer.

This session isn't "all you need to know" because Reg E is too complex for that now. Reg E is more than just the investigations of claims for unauthorized use. There are many disclosure requirements including for overdrafts and there are rules for the issuance of an access device, liability disclosures, new gift card rules and contract issues when you offer a branded debit card.

We will review the meat of Reg E, in addition to claims. The disclosures and overdraft opt-in rules will be discussed and we'll explore the claims process so you can determine the cost effectiveness of taking a claim, investigating and going through the necessary steps to communicate with your customer.

What we'll discuss: 

  • An overview of the overdraft rules and UDAP confusion;
  • An overview of the gift card rule;
  • Regulatory hotspots: what is being violated and how to avoid it;
  • Workflow for Reg E claims;
  • Tips and tricks to effectively compute liability for unauthorized withdrawals;
  • The definitions that guide the regulation;
  • The basic disclosure requirements of Reg E (a UDAP gotcha);
  • What is a covered EFT;
  • Exceptions and special provisions;
  • At what point is it cheaper to just pay the claim?
  • What safeguards should be taken to avoid abuse?
  • What are the liability limits for unauthorized withdrawals, and;
  • Ways Compliance and Audit can audit the process;
  • What frontline needs to know about the Reg E disclosures.

This webinar is focused on Reg E and will not address specific ACH rules or card association rules involving merchant chargebacks. These and overdrafts and remittance rules are discussed at length in webinars dedicated to those topics.

Who Should Attend:
Compliance officers, auditors, quality control reviewers, frontline staff involved in disclosing Reg E terms, and those managing claims.


Andy Zavoina

Mr. Andy Zavoina, CRCM, is an Executive Vice President with the Glia Group, Inc., best known for its involvement with He joined Glia and BOL in 2003. Mr. Zavoina has been in finance and banking for 39 years. Over 20 years were with a two-bank holding company that had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. He has done loan workouts, has been a consumer, commercial and real estate lender and managed those departments, as well as being his banks first Webmaster. He was responsible for compliance -management, -auditing, and -training for both banks. Mr. Zavoina is a recipient of the American Bankers Association’s Distinguished Service Award for his involvement and accomplishments in the field of regulatory compliance management. He is a past Chairman of the ABA’s Compliance Executive Committee, the Editorial Advisory Board for the ABA Compliance Magazine and served as a member of the ABA’s Compliance School Board. He is a BankersOnline Guru. He also served on the Texas Bankers Association's Compliance Committee. He is a graduate of the ABA National Commercial Lending School, National Compliance and National Graduate Compliance School and is a Certified Regulatory Compliance Manager with the Institute of Certified Bankers. He has written articles and lectured on compliance, the use of the internet and technology as a tool, as well as compliance in cyberspace to local, state and national associations across the U.S. and teaches basic compliance and compliance management. You can reach Andy on the Internet by using his e-mail address,, or visiting

Course curriculum

  • 1


    • A - Z of Reg E

  • 2


    • Materials

    • Slides

    • EFT Unauthorized Withdrawal Workflow Form



    • Investigation Letters

    • Questions and Answers