Presented by Brian Crow
MasterCard chargeback procedures outline what is required of the card issuer, merchant, and cardholder should a dispute arise between a cardholder and a merchant, or if a card is used fraudulently. However, these rules can often create confusion as to how they should be applied to the dispute that crosses your desk. Regulation E will also apply to may cardholders' disputes, and its provisions often differ from MasterCard's chargeback procedures. That can leave us wondering how long we have to complete an investigation, when to provide provisional credit, and when to ask a cardholder to contact the merchant before accepting their dispute.
In this fast-paced webinar we will examine the updated rules of MasterCard's Zero Liability requirement and the impact Regulation E has on the chargeback process. We will explore the chargeback codes that are available for the various scenarios that arise and discuss which claims are covered under Reg E and which are not. Several real-world examples will be included. These case studies will aid the listener in making critical decisions when applying MasterCard rules to assist customers and protect the issuer's bottom line.
In this two hour session, Brian will cover:
- MasterCard chargeback codes
- Zero Liability coverage
- Business debit cards and a comparison of coverage with personal cards
- Proper handling of a chargeback when Regulation E also applies
- Reg E investigation tips with and without written confirmation
- Recent Enforcement Actions relating to debit card disputes
- Dispute resolution procedures
Written materials will be provided for the listener to refer to during the presentation.
WHO SHOULD ATTEND:
Front line staff tasked with accepting customer disputes
Chargeback processors, auditors, compliance officers
VIEW A 10 MINUTE SAMPLE
(requires Windows Media Player and IE).
- Complete presentation (including slides and audio)
- Written Materials
- Follow-up Q & A
You have the right under this license agreement for this CD-ROM to use this presentation on a single-workstation. Use on a network is in violation of the copyright agreements. CD may be used by multiple users at a given institution but may not be placed on a network or in any other multi-user environment.
About the Speaker:
Brian Crow is a Compliance Associate at Thomas Compliance Associates, Inc. in Chicago, IL. Brian brings 20 years of prior banking experience to the consulting field. He was most recently Assistant Vice President and BSA Administrator for a suburban Chicago bank, where his responsibilities included preparing the bank's annual BSA risk assessment and audit documentation. Earlier as Operations Officer at the same bank, Brian monitored AML activity, aided in the implementation of the bank's AML software, and designed the bank's authentication blocking program that helped to reduce debit card fraud losses by 95 percent.
Mr. Crow has been, and continues to be, an education consultant for the Glia Group BOL Learning Connect program, conducting webinars that have covered VISA/MasterCard chargebacks, debit card compliance and fraud prevention for hundreds of banks. It was in this role that Mr. Crow was recognized as a Bankers Online Guru in 2011. Like many of us, Mr. Crow began his banking career as a teller, working his way up to head teller and then branch management responsibilities. He earned a B.A. degree in Theology from Concordia University, River Forest, Illinois. Because of his education background, Brian has been given the unofficial title of "Security Evangelist" as he strives to help financial institutions protect their bottom line from losses related to fraud.
This program was recorded in its entirety in October 2014. The CD-ROM includes program slides, materials (if available) and follow-up Q & A document.
This product was added to our catalog on Tuesday 04 October, 2011.