Deposit compliance regulations answered while the member is on the line, every line cited and labeled by who issued it
Cited answers while the member is on the line, and Reg E claims opened on the first call.
See one case, screen by screen ↓Deposit Compliance Search answers staff questions about deposit compliance regulations — Regulation E, Regulation CC and Truth in Savings (Regulation DD, or NCUA Part 707 at a credit union) — while the member is still on the line. Agents read the representative's words, cite the rule, the official interpretation, regulator guidance and the institution's own procedure, label each, and give the words to say to the member. When the answer is a Reg E claim, one click opens it for Deposit Operations to decide.
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A member calls about a scam transfer, a hold on a check or a fee notice. The representative searches an intranet of procedure PDFs, a printed funds availability chart and a vendor's compliance manual, and none of them says which part is the rule and which is the credit union's own choice. Unsure, she puts the member on hold to ask a supervisor, or posts in the compliance mailbox and promises a call back, often the next business day.
The costly mistakes happen at that first contact. A Reg E claim is turned away because the member “shared her code”, or waits for a signed form or a police report, although the investigation must start on the member's oral notice. A Reg CC exception hold notice goes out days late. And when Compliance changes a procedure, a memo goes out and nobody knows who was given the old answer last month.
Estimated split for one question a representative cannot answer alone, today and with the agents. Today's wait is the compliance mailbox's answer within a business day; with the agents most questions are answered on the call, and a routed one with the member waiting has a 30-minute clock. Our estimate, not a measurement.
Seven agents read the question, cite the rule and the procedure, and open the claim; a representative decides and a Compliance Officer approves every procedure change.
Thursday, October 22, 2026, at Norrell Federal Credit Union — 520,000 members, 38 branches and a contact center. A member says a caller “from Norrell's fraud team” asked her to read back a one-time code to stop a suspicious payment; minutes later $1,240 left her Everyday Checking account. Here is what happens next, screen by screen, in the working solution.
Marisol types what the member is saying, in her own words. The question is saved as Q-2026-48213 without the member's name or account, and in 8 seconds four agents answer at 0.94 confidence: treat it as an unauthorized transfer and open a Reg E claim now. What to do now: open the claim on this call, because today is the notice date; don't ask for a signed form or a police report first; reset her digital banking credentials. Why: 12 CFR 1005.2(m), comment 2(m)-3, CFPB FAQs Q5 and Q7 and 1005.11(c), each labeled Rule, Official interpretation or Regulator guidance; then Norrell's procedure DEP-RE-04 §3.2 and the words to say to the member.
“Reviewed by Theodora Vance · Sep 14, 2026 · version 7”
Marisol clicks a citation number. 12 CFR 1005.2(m), the Regulation E definitions, opens with the passage the answer relied on highlighted: the definition of an unauthorized electronic fund transfer, with its three exclusions below. It is labeled Rule, issued by the CFPB, in the text in force on October 22, 2026.
The member asks if she must sign anything first. No: Norrell may ask her to confirm in writing within 10 business days, but the investigation can't wait for it. And the most she could owe? Deposit Operations decides that under 12 CFR 1005.6; told within two business days, the rule caps it at $50 or less, and giving out the code does not raise it.
Beside the answer are the facts it relied on, as switches: who sent the transfer, how the code was obtained, the transfer itself, when she told the credit union. Flip “who sent the transfer” to “she sent it herself” and in 7 seconds the answer changes: Reg E treats it as authorized; don't open an unauthorized-transfer claim; ask Compliance about recovery. Confidence falls to 0.81, below the 0.85 threshold, so the next step becomes Ask Compliance. This member did not send it, so the first answer stands.
“This fact changes the answer”
Open the Reg E claim fills in the claim for the dispute system: the member and her Everyday Checking account from the core banking system, the $1,240.00 person-to-person transfer on Oct 20 at 6:52 PM, the notice date of Oct 22 at 10:14 AM by phone to Marisol, and both clocks — Thursday, November 5 for 10 business days and Sunday, December 6 for 45 days. Liability is left for Deposit Operations to decide under 12 CFR 1005.6.
The Claim agent will not decide the claim, credit or debit the account, set liability or send the written result.
Marisol opens the claim. RE-2026-10418 lands in Hannah Kowalczyk's Deposit Operations queue with the first clock at November 5, and Marisol reads the script: you'll hear from us within 10 business days, by November 5. The call ends at 10:17 AM. Had the dispute system not answered, the claim would have waited as a draft with the notice date kept.
“Claim RE-2026-10418 is open in the dispute system · Hannah Kowalczyk's queue · notice date Oct 22, 10:14 AM · first clock Nov 5”
Questions below the threshold, on an unsettled point or with no source reach the compliance team with a draft, the reason and a clock: 14 waiting, 2 past the clock, 3 with a member on the line. RQ-1131 is the case the switch pointed to — a member who sent $600 herself to a caller posing as the electric company — routed as unsettled with 18 minutes left. Six questions about federal tax refund checks are grouped under one draft, answered once.
In the draft for RQ-1131, the goodwill credit reads “Compliance decides — the agent will not propose an amount”.
Rafael drafted CHG-2026-031 to DEP-CC-02 §4.3, Exception hold notices. Version 4 let a notice be mailed “within five business days”; version 5 says no later than the first business day after the deposit or after the facts become known, under 12 CFR 229.13(g). It came from test finding RC-26-14, where 3 of 25 sampled notices went out 2 to 4 business days late. Theodora sees old beside new and the impact; the drafter cannot approve. Until she does, answers that need §4.3 use the rule text only.
Impact found by the Change-watch agent: 37 answers since Aug 24, 26 staff, 4 holds whose notices may have been late.
Each of the 26 people who received an answer that relied on version 4 gets a correction to acknowledge; 19 acknowledge within the hour, and the 7 still waiting can be reminded together. The 4 holds whose notices may have gone out late — $4,200, $2,950, $1,880 and $3,610 — go to Deposit Operations to check. The agent reverses nothing.
Paul builds the pack for October 1–22: 1,684 questions and answers with their sources and versions, 131 routed questions, CHG-2026-031 with its maker and checker, the recalls and acknowledgments, 58 claims opened from answers with their notice dates, overrides and “doesn't fit” flags with reason codes, and the settings, prompt and model versions with their approvals. Restricted questions are listed by number only.
The same scam call, seen by five people at the credit union: what their week looked like, and what it looks like now.
Seven agents read the question, cite the rule and the procedure, and open the claim; a representative decides and a Compliance Officer approves every procedure change.
Reads what the representative typed, removes the member's name, account, card and phone numbers, finds the facts and the rule area, and asks one clarifying question when a missing fact changes the answer.
Retrieves the rule, the official interpretation and CFPB, NCUA and Federal Reserve guidance in force on the day, labels each by authority, and marks points that are unsettled. At a credit union it maps “Reg DD” to NCUA Part 707.
Finds the credit union's own procedure section that applies, with its version, owner and last review.
Writes the three layers — what to do now, why, the procedure — and the words to say to the member, scores its confidence, and routes to Compliance below the 0.85 threshold, on an unsettled point or when nothing is found.
Opens the Reg E claim in the dispute system with the facts, the notice date and both clocks, takes the member and account from the core banking system, attaches the answer and its sources, and hands it to Deposit Operations.
When a procedure or source changes, finds every answer that relied on the old version, drafts a correction for each person who received one, tracks acknowledgment, and flags holds or claims that may be affected to Deposit Operations.
Turns repeated questions, flags and corrections into four-minute lessons with the questions behind them, for the supervisor to approve.
Approves every procedure change and reusable answer; never her own. The agents propose; a named person decides.
Staff ask in their own words. Every answer says which line is the rule, the official interpretation, regulator guidance or the credit union's own procedure. A few of the questions staff asked this week in the working solution:
Member deposited a $9,800 check at the branch this morning. How much can she use tomorrow?
$275 is available tomorrow and $6,725 in all by Monday. The other $3,075 may be held to Nov 2 as a large deposit, but only with a notice given to her now. The $275 and $6,725 amounts took effect on July 1, 2025; Norrell's procedure DEP-CC-02 §4.1 says to hand her the notice at the counter.
Member's husband used her debit card at an ATM and took $400. Is that unauthorized?
One question first: had she given him the card and PIN to use before? If she had, treat the $400 as authorized, record today that he may no longer use it and offer a new card; from now on his withdrawals are unauthorized. If he took it without asking, open a Reg E claim now and block the card.
Do we have to tell members before Everyday Checking's monthly fee goes from $5 to $8?
Yes. Members must be told in writing at least 30 days before a higher fee takes effect, under NCUA Part 707, the credit union counterpart of Regulation DD. Norrell's procedure sends the notice 45 days ahead.
A member asks whether we filed a report about her cash deposits.
Don't confirm or deny any report. Tell her you can't discuss internal reviews, and pass the question to the BSA Officer. The question is restricted and never appears on a member view.
13 screens from the working solution, on its sample data. Pick one to see it large.
What the agents run on is a setting, versioned, and every change waits for the Compliance Officer's approval.
| Setting | Default | Choose from |
|---|---|---|
| Confidence threshold | 0.85 | 0.80 · 0.85 · 0.90 |
| Ask a clarifying question when a missing fact changes the answer | On | On · Off |
| Follow-ups per call | 5 | 3 · 5 · 8 |
| Clock when the member is waiting | 30 minutes | 15 · 30 · 45 minutes |
| Clock for every other routed question | 1 business day | 1 · 2 business days |
| Who is told at the clock | Compliance Officer and supervisor | Compliance Officer and supervisor · Compliance Officer only |
| Remove member details before saving | On | On · Off, with Compliance approval |
| Keep questions and answers | 5 years | 5 years · 7 years |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample data · “target” = the design goal, measured in the live solution · “estimated” = our estimate, not a published figure · “typical” = published rules and figures (Regulation E, 12 CFR 1005.11(c), and its official interpretation; CFPB Electronic Fund Transfers FAQs, republished January 15, 2025; Regulation CC, 12 CFR 229, with the amounts in force July 1, 2025, 89 FR 43737; NCUA Truth in Savings, 12 CFR 707; CFPB and OCC enforcement actions of July 14, 2022; FTC Consumer Sentinel Network Data Book 2024). Norrell Federal Credit Union and the people, members, procedures and claim numbers named on this page are fictional — characters and sample data in the working solution.
Deposit Compliance Search answers staff questions about deposit compliance regulations — Regulation E, Regulation CC and Truth in Savings (Regulation DD, or NCUA Part 707 at a credit union) — while the member is still on the line. Agents read the representative's words, cite the rule, the official interpretation, regulator guidance and the institution's own procedure, label each, and give the words to say to the member. When the answer is a Reg E claim, one click opens it for Deposit Operations to decide.
The CFPB's Electronic Fund Transfers FAQs say a person-to-person payment that meets the definition of an electronic fund transfer is covered, and that a transfer made by someone who obtained the code from the consumer by fraud is unauthorized (12 CFR 1005.2(m) and comment 2(m)-3). If the member sent the money herself, it is authorized. The agents show the fact that decides it as a switch, and route the second case to Compliance.
Not before the investigation starts: it begins on the member's oral notice, and the CFPB's FAQs say documentation can't be required first. The institution may ask for written confirmation within 10 business days. On the sample call the answer says not to ask for a signed form or a police report first, and the claim's notice date is the call.
The Rule agent cites the text in force on the day. Since July 1, 2025 the next-day amount is $275 and the large-deposit line is $6,725, and every answer keeps the version it used. On the sample $9,800 check, $275 is available tomorrow, $6,725 in all by Monday, and the other $3,075 may be held only with a notice given at the counter.
Federally insured credit unions follow NCUA's Truth in Savings rule, 12 CFR Part 707, which parallels Regulation DD for banks. Staff can type “Reg DD”; at a credit union the agents answer from Part 707 and say so in the answer.
A Compliance Analyst drafts the change and the Compliance Officer approves it; the drafter cannot. Before approving, she sees which answers relied on the old text — 37 answers to 26 staff on the sample change. Once approved, each person gets a correction to acknowledge, and holds placed on the old text go to Deposit Operations to check.
Yes. The representative decides what to do with an answer and can flag one that doesn't fit; below 0.85 confidence or on an unsettled point a compliance analyst answers; Deposit Operations decides every claim. Procedure changes, approved answers and settings each need a second person, and every step is on the audit trail.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your deposit procedures, approved answers and a sample of the questions your staff ask — and it goes live once every quality gate has passed. We will walk you through it on your own procedures first.
Every screen checked against Part 328 monthly; no finding closed without a recapture.
1-min demoOverdraft ComplianceEvery overdraft and NSF fee tested, not a sample, and refunds sized before the exam.
1-min demoCRA ComplianceEvery community development activity qualified from its source document, then signed.
1-min demoWe'll run Deposit Compliance Search on your own deposit procedures and a sample of the questions your staff asked last month.