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Reg E for the Frontline: Compliance & Guidance for Error Resolution Webinar
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When: Archive only
Where: In Your Credit Union
Contact: Leah Redding

Online registration is closed.
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The top two credit card brands issued a total of 572 million debit cards in the United States as of June 2013, and 30% of debit card transactions are less than $10.  Debit card compliance can be expensive as fraud losses have become an $11 billion problem.  The FBI has warned retailers to prepare for more cyber-attacks like the one that hit over 70 million Target customers during the 2013 holidays.  Your credit union may issue debit cards to satisfy members’ need for convenience and to stay competitive in the growing marketplace of electronic banking.  What do frontline employees need to know about handling questions and disputes for unauthorized transactions under Reg E? 

Understanding the rules will help you satisfy regulators, but can also reduce losses by only paying the claims you are required to reimburse for unauthorized transactions.  This webinar will review the steps required to handle disputes and inquiries and the timeframes for resolving claims for unauthorized transactions.  The only way to be sure your frontline is complying with this high-profile consumer protection regulation is by providing effective training and sound procedures.

(Note:  This session will not include foreign remittance transfer requirements or specific credit card chargeback rules for zero-liability compliance.)



  • Members must receive accurate Reg E disclosures for electronic fund transfers; learn the requirements and model language provisions

  • Understanding liability limits for unauthorized withdrawals

  • Member notification timeframes for lost or stolen cards or unauthorized transactions

  • What questions should you ask a member about a disputed transaction?

  • What are five best practices for handling a Reg E dispute?

  • What should be included in an investigation report?

  • How to determine if a member is liable for an unauthorized transaction – practical suggestions for conducting an investigation.



    • Interview forms to conduct an investigation and document error resolution compliance

    • Unauthorized EFT workflow sheet

    • Sample EFT error report

    • Sample EFT notice of error claim form

    • Resources to educate members and help them prevent debit card fraud and identity theft

    • Employee training log

    • Quiz you can administer to measure staff learning and a separate answer key

Attendance verification for CE credits provided upon request.



This informative session is designed for compliance officers, auditors, security officers, deposit operations staff, and frontline staff involved in providing Reg E disclosures and accepting error resolution claims.

ABOUT THE PRESENTER – Susan Costonis, Compliance Consulting and Training for FIs

Susan Costonis is a compliance consultant and trainer.  She specializes in compliance management along with deposit and lending regulatory training.  Most of her 35-year career was spent as a banker in several areas including lending, loan administration, electronic banking, and compliance risk management. 


Educational Investment:

Asset Size Archive Only
Over $75 million


$25 - $75 million


Under $25 million


Education Scholarship

Scholarships are available for all KCUA education events. Scholarships pay 100% of registration fee for credit unions under $25M, 50% for credit unions between $25-$75M and 25% for credit unions over $75M.




Upon registration, you will receive an email confirmation that you can print for your records.