Resolving Member Complaints & Transaction Disputes


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Registration Investment:
FREE for Power Learner Passport
$200 for Affiliates Non-PLP
Non-Affiliated Contact Leslie Poole

Program Description

Handling member disputes, complaints and error resolution has taken on a whole new dimension since Dodd-Frank. Are you familiar with the terms Unfair, Abusive and Deceptive as they relate to your handling of members when they have issues regarding their accounts? In this webinar we will explore:

  • Error resolution procedures for Electric Funds transfers including debit cards and International Remittances
  • Error resolution for credit cards, open end credit, and mortgage servicing
  • Fair Credit Reporting Act requirements for accuracy, integrity, and direct disputes
  • Other regulatory or statutory requirements related to inquiries and complaints; and
  • Setting up and maintaining a consumer dispute resolution process for receiving, investigating and responding to member complaints and inquiries as well as regulator expectations

Program Length: 90 Minutes

Who Should Attend

Credit union professionals who receive or resolve member complaints or disputes, especially in these positions:

  • Branch Manager
  • Member Services
  • Teller
  • Operations
  • Card Services
  • Accounting
  • Collections
  • Security

Meet The Presenter:

Mary-Lou Heighes, CUCE, is President and founder of Compliance Plus, Inc., which helps credit unions large and small with the development of compliance programs and compliance training and assistance. She provides compliance training all over the country for various state leagues and credit unions, and also speaks at numerous credit union conferences throughout the country. Mary-Lou has been an instructor at regulatory compliance schools, has conducted dozens of webinars for credit union related organizations throughout the country, and has written articles for Credit Union Magazine. She spent many years working on the very laws and regulations she trains on today.

Mary-Lou has been involved in the credit union movement since 1989. She spent five years working in credit unions and seven years providing compliance assistance through the Information Hotline and writing and editing TIPs bulletins advising credit unions to changes to regulations affecting credit union business.


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