Investigating and Resolving Debit Card Claims Under Regulation E: Evidence, Liability and Loss Control
1:00–2:00 PM Eastern
Build stronger debit card dispute investigations, make more defensible liability decisions, improve documentation, and reduce unnecessary fraud losses.
REGISTER NOWStrong Debit Card Investigations Require More Than Checking a Box
Effectively investigating debit card disputes is one of the most important responsibilities within deposit operations and fraud management. Every claim requires financial institutions to balance regulatory compliance, customer service, fraud prevention, and financial loss mitigation.
Asking the wrong questions, overlooking key facts, or misunderstanding Regulation E requirements can lead to unnecessary write-offs, compliance findings, inconsistent claim decisions, and increased fraud exposure.
In this one-hour webinar, attendees will learn a practical framework for investigating debit card disputes from initial customer contact through final resolution. The session will examine common dispute scenarios, Regulation E requirements, liability considerations, supporting evidence, documentation, and investigative interviewing techniques.
Using real-world examples and common dispute situations, participants will gain practical tools they can immediately apply to improve investigation quality, strengthen documentation, reduce avoidable losses, and establish a more consistent and defensible dispute resolution process.
During This Webinar, You'll Learn How To:
Move beyond simply processing claims and develop a more structured, consistent approach to debit card dispute investigation and resolution.
Apply Regulation E requirements throughout the debit card dispute investigation and error resolution process.
Differentiate between common dispute types, determine liability, and identify the documentation needed for each scenario.
Ask more effective investigative questions that help uncover key facts while maintaining a positive customer experience.
Reduce unnecessary fraud losses and write-offs through stronger investigation, documentation, and decision-making practices.
Improve internal workflows and consistency by implementing practical best practices for debit card dispute resolution.
Create more defensible claim decisions supported by clear evidence, consistent documentation, and regulatory requirements.
A Practical Investigation Framework
The webinar walks participants through the critical stages of a debit card claim investigation—from the first conversation with the customer through the institution's final decision.
1. Identify the Claim
Understand what happened, how the transaction occurred, what the customer is alleging, and which Regulation E requirements may apply.
2. Gather the Evidence
Identify the records, transaction information, authentication data, customer statements, and supporting documentation needed to investigate.
3. Determine Liability
Evaluate the facts, regulatory requirements, authorization issues, customer actions, and evidence before reaching a conclusion.
4. Document & Resolve
Create a clear record of the investigation, communicate appropriately with the customer, and support a consistent and defensible final decision.
Better Investigations Can Mean Better Loss Control
Debit card claims sit at the intersection of compliance, fraud management, operations, and customer service. A strong process should address all four.
The Goal: Make the Right Decision for the Right Reason
The objective is not simply to approve or deny a claim. It is to gather the right facts, understand the regulatory requirements, evaluate the available evidence, document the institution's reasoning, and reach a decision that is consistent, compliant, and supportable.
Who Should Attend?
This webinar is designed for financial institution professionals involved in debit card claims, deposit operations, fraud prevention, Regulation E, customer service, risk management, or compliance.
Practical Guidance for Every Experience Level
Whether you're new to Regulation E debit card disputes or looking to strengthen an established investigation process, this session focuses on actionable techniques your institution can put to work immediately.
You'll leave with a better understanding of how to structure an investigation, what questions to ask, what evidence matters, how liability should be evaluated, and how to create documentation that supports the institution's decision.
Just as importantly, the webinar will help institutions identify opportunities to improve consistency across investigators, branches, operations teams, and customer-facing employees.
Strengthen Your Debit Card Dispute Investigation Process
Join FI Learning Group on Tuesday, October 20 from 1:00–2:00 PM Eastern for this practical, one-hour webinar.
REGISTER FOR THE WEBINAR
Placitas, NM 87043
505.300.8658
service@filearninggroup.com