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Course description

Change creates compliance risk. The methods for processing electronic funds transfers continues to evolve. Mobile applications, digital wallets, tokenization all can be used to access your customers’ debit cards. Correctly applying both Regulation E investigation requirements and the Visa chargeback rules to your claim can present financial and compliance risk to your institution if you get it wrong.

Visa chargeback procedures outline what is required of the card issuer, merchant, and cardholder should a dispute arise between a cardholder and a merchant, or if a card is used fraudulently. However, these rules can often create confusion as to how they should be applied to the dispute that crosses your desk. Regulation E applies to many cardholders' disputes, and its provisions often differ from Visa's chargeback procedures. That can leave us wondering how long we have to complete an investigation, when to provide provisional credit, and when to ask a cardholder to contact the merchant before accepting their dispute.

 In this fast-paced webinar we will compare and contrast Visa Operating Rules with Regulation E investigation and liability requirements. We will explore the chargeback codes that are available for the various scenarios that arise and discuss which claims are covered under Reg E and which are not. Several real-world examples will be included. These case studies will aid the listener in making critical decisions when applying Mastercard rules to assist customers and protect the issuer's bottom line.

In this two-hour session, Brian will cover:
   

  • Visa chargeback process updates
  • Zero Liability coverage vs. Reg E liability schedule
  • Business debit cards
  • Proper handling of a chargeback when Regulation E also applies
  • Reg E investigation tips
  • The latest debit card fraud trends
  • Enforcement Actions relating to Regulation E investigation procedures
  • Dispute resolution procedures


Written materials will be provided for the listener to refer to during the presentation.

WHO SHOULD ATTEND:

Front line staff tasked with accepting customer disputes

Chargeback processors, auditors, compliance officers

Instructor(s)

Brian Crow

Brian Crow, CAMS is Managing Partner & Co-President at Thomas Compliance Associates, Inc. in Chicago, IL. Brian’s passion for and skill in protecting bank assets from fraud and compliance losses have earned him the nickname “Security Evangelist.” In addition to developing and guiding the strategic vision for TCA, Brian delivers focused educational support to clients and helps them manage TCA’s suite of consulting, audit, and training services. He is a nationally recognized expert on BSA/AML and deposit compliance and is a regular speaker at the annual BSA/AML Top Gun Conference. As an education consultant for the Glia Group BOL Learning Connect program, Brian conducts webinars on topics like VISA/MasterCard chargebacks, debit card compliance, and fraud prevention. For this work, he was recognized as a Bankers Online Guru in 2011. “Bach to Spock” could characterize his interests outside work. Music has been a lifelong passion, and Brian is the organist and handbell director for King of Glory Lutheran Church in Elgin, Illinois. And as a devoted Trekkie, he can hold my own with anyone in a Star Trek trivia match.

Course curriculum

  • 1

    Webinar

    • Access Webinar

  • 2

    Materials

    • Slides

    • Materials

    • Questions and Answers

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