Handling Member Disputes: Substitute Checks,Remote Checks, E-Checks

12:00 - 1:30 PM Pacific Time           2:00 - 3:30 PM Central Time
1:00 - 2:30 PM Mountain Time        3:00 - 4:30 PM Eastern Time

Your member is probably asking you a big question, "What is happening with my checks?" and "Why are my checks clearing so fast?"  It is a fast moving payment industry these days.  With the changes in check conversion, remote checks and substitute checks your customer is sometimes dismayed and confused.  You may even hear some say "I wrote a check and I want a check back in my statement".  It is your job to understand what is happening in our industry and to respond to problems and disputes with these new items.  Your member's legal rights are clearly outlined in Regulation CC and Regulation E and sometimes in your own state law.  In this important program we will focus on what are these different items, what regulation governs them and how to handle your customer's legal rights. 

HIGHLIGHTS

•    The different kinds of checks and what regulation governs each
•    Helping your members understand how the check is being processed
•    What is the members's legal rights if the check hits his or her account twice
•    What happens if a remote check is unauthorized?
•    Tracking the time frames and responsibilities under each different regulation
•    Can the member choose the way the check is processed?
•    When is a check not a check anymore?
•    Disclosures and responsibilities of the financial institution

WHY SHOULD YOU PARTICIPATE?

This session is a cost-effective way to train your frontline customer service team to understand the new type of items and our legal responsibilities when there is a problem. You may train as many individuals as you like for one set price.  There will be no travel costs, time lost from work and no one will be required to leave the institution.

WHO SHOULD ATTEND?

This informative session is directed to Customer Service Representatives, Personal Bankers, Branch Administration, Branch Managers, Training Directors and Compliance officers