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Register online, by phone (800) 349-1935,or fax (800) 712-5569
Who should attend Debit Card Disputes: Lifecycle Compliance Guide and Best Practices
Debit card product manager, Branch back office manager, Call center managers and supervisors, Call center and branch back office personnel, Compliance department personnel
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Online Compliance Panel   

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Debit card product manager, Branch back office manager, Call center managers and supervisors, Call center and branch back office personnel, Compliance department personnel

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Seminar Summary:

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. (see full course description)

 
 
 

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Training Course Syllabus:


Debit Card Disputes: Lifecycle Compliance Guide and Best Practices Webinar

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

Seminar Summary:

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. (see full course description)

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