Error Resolution Under Regulations E and Z

What happens when a member says there's an error on her statement? There are very specific rules you need to follow, but first, you need to know the nature of the alleged error. Is it an electronic transaction? Was the member's access device (card, PIN, etc) stolen? Was the transaction unauthorized or was it erroneous? Was it a credit or debit transaction? There are different rules for each of these situations.

Recorded Wednesday,
August 23rd, 2023
Presented by Kristen Tatlock
1h 30m total length
$279.00 or 1 Token

Includes: 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Auditing
  • Compliance
  • Customer Service
  • Reporting
  • Branch Manager
  • Compliance Officer
  • Customer Service Representative
  • Internal Auditor
  • Risk Manager
  • Senior Management
  • Trainer

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Your credit union is required to have well-defined error resolution procedures to ensure you comply with the rules. And you're required to inform members of those procedures at least annually. This session will discuss the requirements mandated by Regulations E & Z.

What You'll Learn

  • Difference between “error” and “unauthorized transfer”
  • Timeframes for investigating allegations of errors and unauthorized transfers
  • Notice requirements
  • Responsibilities and liabilities of both the member and the credit union
  • Differences in error resolution requirements under Regulations E and Z

Who Should Attend

This session will be beneficial for Compliance Officers, Internal Auditors, Card Services personnel, and staff responsible for receiving and reporting allegations of account errors.

Kristen Tatlock

Instructor Bio

Kristen Tatlock is a nationally-known speaker and compliance consultant with over 30 years of experience in the credit union compliance arena. Kristen assists credit unions with issues ranging from advertising rules to bylaws, from Social Media compliance matters to Regulation Z, and just about every regulation and compliance concern in between.

Kristen has earned Compliance and Bank Secrecy Act certifications from the two national credit union trade associations. She regularly presents compliance training programs for CUNA, NAFCU, and many state Leagues around the country. She has also edited and revised numerous compliance training courses and modules for CUNA CPD and has authored several articles for various CUNA publications.