Using the Dispute Content Pack for US Regulations
Summarize
Summary of Using the Dispute Content Pack for US Regulations
The Dispute Content Pack for US Regulations is designed to help dispute agents manage and track dispute cases governed by US financial regulations—specifically Regulation E (Reg E) for savings and checking accounts and Regulation Z (Reg Z) for credit card transactions. This application ensures compliance with regulatory guidance by providing predefined Service Level Agreements (SLAs) and tools to monitor and act on dispute cases efficiently.
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Key Features
- Dispute Case Initiation: Agents create dispute cases either on behalf of customers or via Customer Service Portals. Initial case information and dispute details such as account, dispute amount, and dispute type are entered to start the process.
- Automated SLA Mapping: When an agent selects a card account and transaction, the system automatically assigns the appropriate SLA based on the account type and regulatory criteria.
- Dispute Reported Date Tracking: The date and time when the dispute is reported is recorded and used as the basis for SLA calculations. This date cannot be set to a future time after assignment, ensuring accurate SLA timing.
- Task-Based Workflow: The dispute progresses through a series of tasks triggered sequentially as agents close preceding tasks, facilitating structured case management.
- SLA Monitoring: Agents can view active SLAs via the Task SLAs related list to track compliance deadlines and progress.
- Dispute Submission and Acknowledgement: Upon reviewing dispute details, agents submit cases for investigation and can mark the dispute acknowledgement as sent, updating related SLA statuses accordingly.
Practical Benefits
- Ensures disputes are handled in compliance with US regulations by enforcing SLA requirements linked to Reg E and Reg Z.
- Supports agents in managing dispute cases with a guided, task-driven workflow that aligns with regulatory timelines.
- Automates SLA assignments and tracking, reducing manual errors and improving dispute resolution efficiency.
- Provides visibility into SLA statuses and dispute acknowledgements, enabling timely communication with customers and regulatory adherence.
Dispute agents use the Dispute Content Pack for US Regulations to track the dispute cases that are governed by United States (US) Regulations (Reg E and Reg Z) and ensure they are in conformance with the regulatory guidance. This application provides the required Service Level Agreement (SLA) definitions and provide details to the dispute manager to monitor and take necessary actions.
Dispute Content Pack for US Regulations workflows
When an agent disputes a transaction on behalf of a customer or through the Customer Service Portal or Consumer Service Portal, a dispute service case begins and the dispute card transaction flow is triggered. This flow includes the various tasks that are specific to the case details. Each task is created when an agent closes the previous task.
- Create a card dispute service case.
The agent initiates the dispute service process by entering the initial case information and creating a dispute case on behalf of a customer.
- Initiate a dispute.
- The agent enters the dispute details, including the account that is being referenced, the dispute amount, and the type of dispute. The agent provides the necessary information for the available options in the type of dispute.
- In the
dispute
playbook, the agent chooses a card account. The applicable Service Level Agreement (SLA) is automatically mapped and is based on the selected account and the preconfigured logic for that
transaction.Note:Regulation E (Reg E) manages the transactions from the savings and checking accounts, while Regulation Z (Reg Z) handles the credit card transactions, according to the applicable criteria.
- When the agent selects a transaction, the Dispute reported date field for the selected transaction record is populated with the current date and time. SLAs are calculated
based on the Dispute reported date field.
This field also displays in the case record in the Card Dispute Transaction related list.
Note:The Dispute reported date field can't be changed to a future date after it has been set.Note:For more information on where each SLA is triggered, see Service Level Agreement (SLA) definitions installed. - The agent can view active SLAs in the Task SLAs related list.
- Submit the case for investigation.
- In the Submit dispute activity, the agent reviews the dispute amount. The agent selects the option Is this a new financial account? and submits the case for further investigation. For more information on the various stages, see Overview of the Dispute Management workflow.
- After submitting the case, the agent accesses the Task SLAs tab to view the SLA definitions that have been applied.
The following example shows the task SLAs tab view of the SLA definitions.
- The agent reviews the SLA definitions.
- The agent selects Acknowledgement sent at the case record to indicate that the dispute acknowledgement has been issued to the customer. It updates the
Acknowledgement sent field for each transaction to Yes, and sets the acknowledgement limit SLA status to complete.
The agent may also select Acknowledgement sent in the transaction record. This sets the Acknowledgement sent field to Yes for that specific transaction.
For more information, see Initiate a dispute.