Debit Card Disputes: Lifecycle Compliance Guide and Best Practices

Duration: 60 Minutes
Focusing on Regulation E compliance, this webinar will guide participants through the compliance process for managing incoming debit card disputes with an emphasis on best practices in balancing the needs of your customer and regulatory requirements. During this one hour session, participants will learn how to frame the appropriate questions to ask consumers who are reporting a dispute, how to manage a dispute investigation, and best practices in communicating with your customer regarding their dispute. Included in this webinar will be a FAQ guide that can be used to train and guide call center and back office personnel in how to handle incoming debit card dispute reports.
Debit Card Dispute Process
Instructor: Patricia Hewitt
Product ID: 506410
Objectives of the Presentation
  • To understand the regulations that govern debit card transaction disputes under Regulation E
  • To learn the key timeframes and responsibilities of the debit card issuer pertaining to these disputes
  • Gain in-depth knowledge on how to gather appropriate information from the cardholder and determine when to open an investigation
  • Learn when and how a dispute investigation can be closed
  • Review best practices in managing the dispute lifecycle
  • Improve back office and call center's skills through use of a FAQ guide for debit card disputes
Why Should you Attend
This webinar will provide participants with in-depth knowledge on the debit card dispute life cycle from first call/notification to investigation closure. Armed with this knowledge, debit card issuer front line customer service personnel and their supervisors and managers will learn how to provide superior service to their cardholders while at the same time, adhering to their institution's regulatory requirements and duties under the law. Attending this webinar will enable participants to better service customers and expertly manage the risk associated with processing debit card disputes.

Areas Covered
  • Regulation E rules that govern debit card disputes
  • Timeframes, roles and responsibilities
  • Information gathering and investigation management best practices
  • Customer communication guidelines
  • Call center and back office personnel FAQ guide
Who will Benefit
This jam-packed session is designed for
  • Debit card product manager
  • Branch back office manager
  • Call center managers and supervisors
  • Call center and branch back office personnel
  • Compliance department personnel
$300
Recorded Session for one participant
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How it works
Live Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • The webinar joining link, username and password for joining the webinar will be updated on your OCP Account 24 hours prior to the webinar
  • Presentation handouts in Downloadable PDF format will be updated on your OCP Account 24 hours prior to the live session
  • Login to the audio conference on the scheduled date and time
  • Get answers to your queries through interactive Q&A sessions via chat at the end of the session
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account 24 hours after the completion of the session
  • Please let us know your thoughts and views at the end of the webinar, your valuable feedback will help us improve
Recorded Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • Upon purchase of the recorded session a link will be updated on your OCP Account within 24 hours
  • Please click on the link to access the Recorded Session
  • Presentation handouts in downloadable PDF format will be updated on your OCP Account within 24 hours of the purchase of the product
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account after 48 hours of the product Purchase
  • Please share your valuable Feedback at the end of the session
Instructor Profile:
Patricia (Patti) Hewitt is the CEO of PG Research & Advisory Services and a widely recognized expert and strategic advisor to the financial services industry. She has worked extensively with companies and organizations across the market spectrum, from global card networks to emerging technology entrepreneurs providing strategic advice and subject matter expertise relating to financial services market dynamics, business model change management, and identifying inflection points within the industry's value chain.

Her proven ability to put change into context, allows her to provide expert services in the areas of market transformation, change management, competitive positioning and rationalizing new products, services and technologies into strategic go-to-market plans.

Her professional background includes holding executive positions at SunTrust Bank (formerly Sun Bank), PaySys International (owned by First Data) and Fiserv. Most recently, Patti was Vice President and Managing Director of Consulting Services for Mercator Advisory Group where she was responsible for all custom research and global consulting work for the firm.
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