Debit Cards Error Resolution Problems Solved


Presented by Andy Zavoina and Brian Crow

Visa and MasterCard error resolution rules are confusing. Compound the confusion with change and you have a potential loss situation which may be avoidable. Recently both Visa and MasterCard have made a few changes to some chargeback timeframes and reimbursement procedures for Account Data Compromise Events.

You have one set of rules dealing with customers and another for merchants. You have Regulation E on one side and branded debit card rules from Visa and MasterCard on the other. These rules are not necessarily in sync. And while the math behind zero liability is easy, the rest can be very hard to comprehend. Regulation E provides a foundation on which Visa and MasterCard rules are written. In this fast-paced webinar we will briefly recap the Regulation E rules as they must be understood for you to properly execute the Visa and MasterCard error resolution rules. We will explore how all of these rules tie together and when each applies to the claim on your desk.

We will quickly progress to the areas where bankers need training the most: the debit card requirements, claims, working with merchants and especially zero liability. Does "zero liability" mean "no liability?" Will the customer always get her money back and you suffer the loss for all disputed transactions? Your speakers for this webinar, Andy Zavoina and Brian Crow, will discuss and compare the various requirements involved in dispute resolution procedures under Reg. E, Visa and MasterCard. Case studies will be used to demonstrate the practical application of what you'll learn.

In this webinar you'll hear advanced discussion of:
  • Regulation E errors and requirements for error resolution
  • Visa/MasterCard association dispute resolution requirements, including chargeback and compliance
  • A comparison of Reg. E and Visa/MasterCard debit card rules
  • Real world examples and best practices for handling disputes
  • Error resolution, business accounts and business debit cards

    Interested in issuing debit cards for business accounts?
  • We'll examine the influence of Reg. E on business accounts
  • We'll identify the exceptions rules from the associations
  • We'll review potential debit card product types

    Detailed written materials will also be included.

    Much of this presentation will be based on claim examples, discussed step-by-step so that you can see how to apply the regulatory requirements -- and the free program -- to claims from your customers. You'll complete the webinar with a better understanding of the claims process.

    Mr. Andy Zavoina, CRCM, is an Executive Vice President with the Glia Group, best known for its involvement with

    Mr. Zavoina has been in finance and banking for 23 years. Over 20 years were with a holding company with two Central Texas community banks that had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. After starting in loan workouts, Mr. Zavoina has been a consumer, commercial and real estate lender and managed those departments as well as being the banks first Webmaster. He was responsible for compliance- management, -auditing, and -training for both banks.

    Mr. Zavoina is a past Chairman of the American Bankers Association's Compliance Executive Committee. He was the 2003 recipient of the American Bankers Association's Distinguished Service Award for his involvement and accomplishments in the field of regulatory compliance management. He was chairman of the Editorial Advisory Board for the ABA's Compliance Magazine, Compliance Action magazine, was a member of the ABA's Compliance School Board and is a BankersOnline Guru. He also served on the Texas Bankers Association's Compliance Committee.

    He is a graduate of the ABA National Commercial Lending School, National Compliance and National Graduate Compliance School and is a Certified Regulatory Compliance Manager with the Institute of Certified Bankers. He has written numerous articles and lectured on compliance, the use of the Internet and technology as a tool, as well as compliance in cyberspace to local, state and national associations. Internet policies and other compliance related programs are made available on his personal Web site.

    Brian J. Crow is Operations Officer for Home State Bank, N.A. a community bank serving McHenry County, Illinois. He has managed the bank's consumer and commercial debit card programs since 2004. During this time he has streamlined the debit card dispute process and integrated it into the bank's Regulation E procedures. Brian is also dedicated to loss prevention and wrote the fraud detection rules that aid in the identification of compromised card activity. In addition to monitoring debit card activity, he reviews customer deposits in an effort to identify transactions relating to advance fee and Nigerian scams.

    Brian began his banking career in 1993 at Merchants National Bank of Aurora, Illinois and has held the majority of the front line banking positions including Teller, Customer Service, Personal Banker, Supervisor, and Asst. Branch Manager. He holds a Bachelor's Degree in Theology from Concordia University, River Forest, Illinois (1998). Because of his education background, Brian has been given the unofficial title of "Security Evangelist." Combining his education and banking experience, Brian is able to relate to and support his customers while protecting the assets and interests of the bank.

    This program was recorded in its entirety in June 2011. The CD-ROM includes program slides, materials (if available) and follow-up Q & A document.

  • Add to Cart:

    • Model: cd_debitcard0611
    • Manufactured by: Glia Group, Inc.

    This product was added to our catalog on Friday 13 August, 2010.

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