Description

A focused course, tailored for you

The Reg E and Enterprise Fraud Operating Playbook

Name: The Reg E and Enterprise Fraud Operating Playbook
Price: 199 USD
Availability: InStock

Run Reg E error resolution and enterprise fraud from one operating model, without the provisional credit clock catching the team off guard.

Same Zelle dispute file. Two readings. One operating model has to make both come out clean.

$199 one-time

Tailored to your situation. Access within 24 hours. 30-day money-back.

Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.

Why this course

Inside a top-tier US bank, Reg E error resolution and Enterprise Fraud investigations sit in different reporting lines but work the same files. A debit card dispute, a Zelle transfer the customer says was not authorised, an ACH the customer claims they did not initiate. The Reg E side runs to a timing clock: provisional credit by the 10th business day if the investigation is not complete, a written explanation of findings, a re-credit if the bank cannot prove the transaction was authorised. The Enterprise Fraud side runs to a loss-prevention mandate: identify scam patterns, decline at the rail when possible, recover when not, and feed every confirmed case into the model that decides whether to step up authentication on the next session. When the two sides disagree on whether a transfer was unauthorised or first-party scam, the bank ends up with both a recredit and a fraud loss on the same file. When the two sides agree but the timing slips, the bank carries the provisional credit through the cycle and writes back rarely. The operating model that solves this is not extra headcount. It is shared evidence handling, a shared decision tree for the unauthorised-versus-authorised call, a Reg E timing dashboard the fraud team can read, and a fraud disposition language the Reg E team can quote in the notice to the customer.

What you walk away with

Read any incoming dispute file and call provisional credit timing and likely unauthorised-versus-authorised disposition in one sitting.
Brief the Enterprise Fraud committee on net fraud loss with the Reg E recredit reconciliation already in the deck.
Defend the operating-model split during an Internal Audit or Compliance walkthrough using a single decision tree.
Respond to a CFPB complaint without contradicting the fraud determination on the underlying file.
Cut provisional-credit-aging tail by closing investigations inside the Reg E clock more often.

The 12 modules

Module 1. Reg E error resolution timing the team actually has to hit

The 10-business-day investigation window, the 45-day extension, the 20-business-day rule for new accounts, the written explanation, and the recredit obligation if findings are not delivered in time. Walk through how those clocks interact when a dispute lands on a weekend or holiday, and what counts as the day the bank received the notice. The module gives the team a single timing reference they can apply to any dispute file without having to re-read the regulation each time.

Module 2. Unauthorised EFT under Reg E, scam under Enterprise Fraud, same transaction

Walk the precise Reg E definition of unauthorised EFT and the case lines that have argued first-party scam transfers as either authorised or unauthorised. Map the Enterprise Fraud disposition codes used inside the bank against the Reg E definition so the same file gets one consistent reading. Build the decision tree the dispute analyst and the fraud investigator use side by side, with the language each side has to put in writing.

Module 3. Provisional credit, writeback, and the cycle that decides loss

Provisional credit triggers, the writeback right when the investigation finds the transaction was authorised, the customer notice language that protects that right, and the loss-allocation model when writeback fails. Includes the operational practice of keeping the provisional credit aging report current and the trigger points at which Enterprise Fraud and Reg E sit down together on a specific file rather than letting it run.

Module 4. Zelle, RTP, and instant-payment dispute mechanics

Zelle Network Rules, the Early Warning Services dispute flows, the RTP rules from The Clearing House, and what each one returns to the bank versus what Reg E demands of the bank. The course works through scam typologies (romance, impostor, payroll redirection, business email compromise) and the evidence each one produces, so the Reg E disposition rests on something the fraud team has already captured.

Module 5. Account takeover versus first-party scam triage

Device fingerprint, session history, behavioural biometrics, beneficiary patterns, and customer interview. The triage that separates an account takeover (almost always unauthorised under Reg E) from a first-party scam (the harder call). Build the evidence checklist the Enterprise Fraud investigator has to file inside the Reg E timing window, and the analyst notes the Reg E reviewer needs to reach the same answer.

Module 6. Debit card and ATM dispute handling under the same operating model

Visa and Mastercard chargeback rules, the reason codes the network expects, and how the bank's recovery path reconciles with the Reg E consumer protection path. Where a chargeback win means writeback, and where it does not. Includes the dual-track investigation pattern that gets both Reg E and network-recovery outcomes from one file.

Module 7. ACH and check dispute handling that does not contradict Reg UCC

Reg E covers consumer ACH and a narrow set of check-related EFT issues. The rest sits under Reg CC and UCC Article 3 and 4. Build the routing rules the dispute team uses to send each file to the right regulatory frame the first time, without the customer experiencing two contradictory letters.

Module 8. The Enterprise Fraud committee deck that ties net loss to Reg E recredit

The weekly or monthly committee deck most banks run already. Restructure it so the headline number ties net fraud loss to Reg E recredit rate, provisional credit aging, and writeback success. The version of the deck that lets the committee see whether disposition discipline is improving or whether timing is slipping. Includes the slide order, the metric definitions, and the leading indicators that predict next month's net loss.

Module 9. CFPB complaints, OCC supervisory letters, and the audit walkthrough

CFPB complaint portal response patterns, OCC heightened standards expectations for large bank fraud and dispute operations, and the Internal Audit walkthrough script most teams face annually. Build the response template that closes a CFPB complaint without contradicting the fraud determination, and the audit narrative that defends the operating-model split.

Module 10. Dashboards and operating metrics the function actually runs to

Dispute volume by channel, provisional credit aging buckets, recredit rate by disposition reason, writeback success rate, fraud loss by typology, Reg E timing breach count, and the leading-indicator metric that predicts breach. Build the operating cadence (daily standup, weekly review, monthly committee) that uses each metric. Includes the SQL skeletons and the dashboard layouts that work in Tableau, Power BI, or the bank's internal BI stack.

Module 11. Operating-model design for a function that spans two reporting lines

Whether Reg E error resolution reports to Compliance, Operations, or Customer Care, and whether Enterprise Fraud reports to Risk or Security, the work crosses lines. Build the shared-evidence pattern, the dual-disposition decision authority, the escalation path for contested files, and the operating-committee charter that keeps the two functions aligned without merging them. Includes the RACI for a contested unauthorised-versus-authorised call.

Module 12. First 90 days running the playbook in a US national bank

Day-by-day plan to roll the operating model into a function that already runs. Week one is the dispute file walkthrough with both teams in the room. Week two is the dashboard build and the metric baseline. Weeks three and four are the decision-tree pilot on a sample of live files. Month two is the committee deck restructure and the audit narrative dry run. Month three is the operating cadence locked in and the first net-loss-versus-recredit-rate read.

How this addresses your situation

Specific modules that map to what you said you are dealing with.

The Zelle dispute that hit the 10-business-day provisional credit clock before the fraud investigation could close.

The Enterprise Fraud committee where net loss looked good but recredit rate quietly climbed.

The CFPB complaint where the customer letter and the fraud disposition contradicted each other.

The Internal Audit walkthrough where the operating-model split could not be defended in one decision tree.

What you get with this course

12 written modules in the Art of Service learning environment.
Downloadable Reg E timing reference, decision tree, and notice templates.
Dispute disposition mapping between Reg E unauthorised EFT definition and Enterprise Fraud disposition codes.
Provisional credit aging dashboard layout (Tableau and Power BI versions) with SQL skeletons.
Enterprise Fraud committee deck template restructured around net loss and recredit reconciliation.
CFPB complaint response template and OCC walkthrough narrative.
Hand-built implementation playbook tailored to a Reg E and Enterprise Fraud function inside a top-tier US bank.
30-day money-back guarantee.

What you will have in hand by Day 1, Week 1, Month 1

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

Week 1: modules 1 to 4, the Reg E timing reference, and the dispute file walkthrough.

Week 2: modules 5 to 8, the decision tree, and the committee deck restructure.

Week 3: modules 9 to 12, the audit walkthrough script, and the operating cadence rollout.

Before and after

Before

Reg E timing and Enterprise Fraud disposition argued on the same file in separate meetings. Provisional credit aging tail that no one fully owns. Committee deck that reports net fraud loss without reconciling to recredit rate. CFPB complaints that contradict the fraud determination because the two teams wrote different language about the same transaction.

After

One decision tree for unauthorised-versus-authorised. One dashboard that shows timing, aging, and net loss together. One committee deck that holds both functions accountable to the same reconciliation. One customer-facing notice library that does not contradict the fraud disposition. Audit walkthrough defended in one sitting.

What happens if you do not address this

Provisional credit aging tail keeps growing. CFPB complaint resolution rate slips because customer letters and fraud determinations disagree. Net fraud loss looks stable in committee while recredit rate climbs quietly. Internal Audit raises a finding on the operating-model split that turns into a remediation programme.

Who it is for

Built for the operations lead, manager, or senior analyst who sits across Reg E error resolution and Enterprise Fraud at a US national bank. Person who reads dispute volumes weekly, reviews provisional credit aging, sits on the fraud committee, owns Zelle and RTP dispute workflows, and answers when Compliance or Internal Audit asks how the two functions reconcile a contested unauthorised EFT call.

Who this is NOT for. Not for retail branch staff handling first-touch dispute intake. Not for SIU criminal investigators chasing post-loss recovery. Not for product managers building dispute UX. Built for the operating-model owner who has to make Reg E timing and Enterprise Fraud disposition land on the same file at the same time.

How it arrives

Text-based course in the Art of Service learning environment, plus downloadable templates and worked examples for every module, plus the hand-built implementation playbook delivered alongside course access.

Time investment. About 6 to 8 hours of reading across the 12 modules, plus the implementation playbook used as a reference document inside the function rather than a course to complete.

Why $199 is the right number

Free CFPB and OCC guidance covers what the rules say. Trade-association content covers what other banks have said publicly. Big consultancies will scope an operating-model engagement for six figures. This course is the operating model itself, written for one person to read in a week and roll into a function that already runs, at 199 USD plus the implementation playbook built for the bank's actual reporting structure.

FAQ

Is this only useful at a top-tier bank?

The operating model and the decision tree scale down. The committee deck restructure assumes the bank already runs an Enterprise Fraud committee. Regional and mid-cap banks that run a smaller dispute function get value from the timing reference, the decision tree, and the notice templates without needing the full committee architecture.

Does the course assume Zelle, RTP, both, or neither?

Both. Module 4 walks Zelle Network Rules and Early Warning Services dispute flows alongside the RTP rules from The Clearing House. If the bank does not yet offer one of the two, the module still maps to debit-card and ACH disputes covered in modules 6 and 7.

Will the operating model conflict with the bank's existing three-lines-of-defence structure?

No. The model is designed to sit cleanly under whichever line owns Reg E error resolution and whichever line owns Enterprise Fraud. The audit walkthrough script in module 9 is written to defend the split, not collapse it.

How is the implementation playbook tailored?

After purchase, the playbook is hand-built for a Reg E and Enterprise Fraud function inside a top-tier US bank, with the decision tree, the committee deck, the notice library, and the audit narrative customised to the actual reporting structure. Delivered alongside course access.

30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.