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Define Regulation E, what it is and who does this apply to in the ACH network and card world.

Provide the meaning to Reg E terms such as consumer account and access device.

List the steps involved in the Reg E error resolution process for electronic fund transfers (EFTs).

Identify what happens when the consumer experiences the loss of a debit card (who's responsible for what?).

Illustrate examples of how to handle specific types of unauthorized transactions relative to Reg E.

Describe when and to whom a specific party is liable (financial institution and/or consumer) by using specific examples.

Why you should Attend

  • What is the error resolution process for a consumer communicating with the financial institution and the research time, plus the timing of providing provisional credit and then "what if" there is no error, what are the guidelines for providing notice to consumer and overdraft protection when the provisional credit is reversed?
  • What are the maximum liability amounts that the consumer is liable for when they experience the loss of a debit card?


This webinar will address several intriguing questions and use real-life scenarios to demonstrate how Regulation E is applied for an error on the consumer statement to the loss of a debit card. This is a must-attend to help you see Regulation E error resolution in a simple format and demonstration.

Areas Covered in the Session

  • Regulation E compliance tips when handling unauthorized transactions
  • Definitions for consumer account, access device, electronic terminal and more
  • Time frames for consumer when reporting errors to the financial institution
  • Consumer liability and responsibility for unauthorized transactions
  • Loss or theft of debit card and liability of which party for those transactions not authorized
  • Financial institution liability and responsibility when handling errors to consumer accounts

Who Will Benefit

  • ACH Operations Staff
  • Compliance Officers
  • ACH Managers
  • Electronic Payments Professionals
  • AAPs - (current AAPs and aspiring AAPs) keeping up with changes in ACH rules and interested in sitting for the AAP exam in October, or wanting to earn AAP Continuing Education (CE) credits to keep their AAP designation

Speaker Profile

Donna K Olheiser , AAP, is the vice president of Education Services and founder of Dynamic Mastership, LLC. She is an enthusiastic and energetic Certified Master Trainer with over 14 years’ training experience. She has designed and facilitated over 100 training sessions each year with her expertise being the rules for companies and financial institutions when processing electronic (specifically ACH) payments, then scheduling the events to facilitate/deliver the material through a variety of venues (webinars, teleseminars, in-person workshops, including regional and national conferences).

Ms. Olheiser is also an experienced project manager managing education programs for organizations processing electronic payments and developing personalized training programs for financial institutions. She has over 24 years of experience in the financial services industry which includes 9 years’ experience as the education service director at a Regional Payments Association (RPA), where she managed and facilitated the entire education program for nearly 800 financial institution members. Prior to that, Ms. Olheiser spent 14 years in various departments with the Federal Reserve Bank of Minneapolis and also holds the Accredited ACH Professional (AAP) designation (achieved in 2004).

Her extensive knowledge, enthusiasm and passion for transferring payment processing knowledge using the adult learning theory is remarkable and has helped many payment professionals perform daily operational tasks including exception processing while remaining compliant with the NACHA Operating Rules. She uses scenarios and examples to bring the learning home, easy to comprehend and apply to real-life day-to-day ACH processing. Ms. Olheiser’s ability to engage the learner through the entire training event helps the adult learner apply what they’ve learned during and after each training session.