Every request in the secure message center on its own legal clock, started the day the member wrote, under one reply a person checks
Every request in a message on its own legal clock, started the day it arrives.
See one case, screen by screen ↓Secure Message Triage reads every message members send through the secure message center in online and mobile banking as it arrives. Agents split each message into its separate requests, start each request's legal clock on the day the message arrived (a Regulation E notice of error, a Regulation Z billing error, a stop payment, a complaint, a closure or a record change), and draft one reply from approved language. A representative edits and sends it, and a supervisor who did not draft it checks every reply that matters.
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Members write to their credit union through the secure message center in online and mobile banking, and one message can carry a Regulation E notice of error, a complaint, a request to close an account and a question, all in one paragraph. A member's written notice of a card charge she did not make is a notice of error, and the 10-business-day investigation clock runs from the day the credit union receives it, not the day someone keys it.
Today a member service representative reads the message when the queue reaches it, often the next morning, behind the phones. The member picked "Other" from the topic list. The representative picks one topic, opens one case and types a reply from memory: the notice hidden behind a closure request starts late, the complaint inside a fee question is never logged, and the reply promises a refund that policy does not allow. Secure Message Triage puts seven agents in front of that reading, so the representative spends the morning deciding and sending, with a supervisor checking every reply that matters.
Estimated split of about six minutes a representative spends on one message by hand, against the same message with the agents; our arithmetic, kept modest. A supervisor's check, where one is needed, is not counted here.
Seven agents split each message, start each legal clock and draft one reply; a representative sends, a supervisor checks.
Janelle Okafor, a member of Norrell Federal Credit Union since 2011, writes through online banking at 8:47 AM on Monday, October 19, 2026. Here is what happens to her message, screen by screen, in the working solution.
2,186 secure messages arrived since Friday 6 PM, and the agents have read 2,151 of them. They found 241 notices of error and logged 131 complaints, each the day it arrived. Of Talia's 46 messages, 11 need her; 32 more routine replies are already drafted. Her queue is ordered by first-response due time, and every row shows how many requests the message holds and which clocks they started.
Janelle wrote about three gas station charges in Ohio she never made, an old Holiday Club savings account she wants closed, and a $30 fee she is frustrated about. The agents cut the message into those three requests and marked the sentence that decides each one. The notice of error, $193.44 in all, starts the Regulation E clock on Monday, October 19 and is due Monday, November 2; the closure is due Wednesday, October 21; the complaint is logged today, to be resolved by Monday, November 9.
Notice of error · Regulation E · 12 CFR 1005.11 · Started Mon Oct 19 → Due Mon Nov 2
Before anyone relies on the clock, the Clock agent shows why the message is a notice of error under Regulation E. The statement went out on Friday, October 16, so the window runs to Tuesday, December 15; the authenticated session identifies her checking and debit card; she says why she believes there is an error, and gives the type, dates and amounts. A missing element would never delay the clock: the reply would ask for it.
“I haven’t been to Ohio this year and I still have my card.”
The Reply agent drafted one reply from approved language, a numbered paragraph for each request, at reading grade 6.8. The agents had linked the $30 fee to the dispute: it posted after the $58.90 charge took checking below zero. Talia adds "We’ve refunded your $30 fee today", and the Language Check agent blocks it under Fee Policy FP-3 § 2.4, offering the approved, conditional wording instead.
Approved wording: “If we find these charges were not yours, we will also refund the $30 fee.”
Talia takes the approved wording and sends the reply for check at 9:11 AM, because it carries a complaint and confirms a closure. Marcus reads the reply and its seven checks, sees what happens on approval, ticks the checklist and approves at 9:13 AM. The reply goes out, and the dispute, the closure and the complaint are filed in their systems with the member's own notice date.
Approved and sent at 9:13 AM by Marcus Ellery, 26 minutes after Janelle wrote.
In her secure message center, Janelle sees one reply that answers each request in plain words, with the reference numbers she may need: DSP-26-118402 for the dispute, AM-26-55120 for the closure, CMP-26-02291 for the complaint. Agent notes, template codes, the supervisor's check, restricted reviews and full account numbers never travel with it.
Disputes go to the card processor's dispute system, complaints to complaint management, closures and changes to the core banking system, referrals to case management. When the complaint system timed out on another message at 8:58 AM, the hand-off waited to resend, and the message kept its clock.
Priya sees what falls due on each of the next ten business days and the clocks closest to due. Monday, November 2 carries every notice of error that arrived today. Lorraine Abernathy's notice is on day 9 of 10: escalated, with provisional credit proposed for approval.
The audit trail records who did what, when, why and on what evidence, for people and agents alike. An export pack for NCUA examiners, internal audit or the supervisory committee builds in one step: for October 1 to 19, 22,140 messages and 31,920 requests, with 41,377 account and card numbers masked and restricted reviews excluded.
The same message, seen by the four people who carry it: what their day looked like, and what it looks like now.
Seven agents split each message, start each legal clock and draft one reply; a representative sends, a supervisor checks.
Reads the message and its attachments, matches the member and accounts from the authenticated session, masks account and card numbers and stamps the received time.
Cuts the message into its separate requests, marks the deciding sentence, and links requests that depend on each other, such as a fee caused by a disputed charge.
Decides which legal clock each request starts and on which day, tests the elements of a notice of error, and counts business days on the credit union's calendar.
Prepares the dispute, the complaint and the maintenance request for their systems, proposes card blocks and verification steps, and sends restricted accounts to the BSA team.
Drafts one reply from approved language, one numbered paragraph per request, in the member's language, under reading grade 8.
Checks every draft and every human edit for promises outside policy, blame words, required statements and anything that could reveal a restricted review, and offers the approved sentence with its source.
Draws the daily 5% sample of sent replies and lists every complaint reply for a supervisor.
Checks every complaint reply; never one they drafted. The agents propose; a named person decides.
Every message has its own question box. The agents answer from the message, the core postings and the rules, and every answer cites its source.
Why does the notice clock start today?
Because Regulation E counts from the day the credit union receives the notice, and Janelle’s message arrived today at 8:47 AM. Ten business days on Norrell’s calendar end Monday, November 2. Her card is a debit card used at a point of sale, so the outer limit is 90 days: January 17, 2027.
Why is the $30 fee linked?
The courtesy pay fee posted at 11:58 PM on October 13, after the $58.90 charge took checking to −$21.36. Without that charge the balance would have stayed at $37.54. If the investigation finds an error, the correction includes refunding the fee.
What if it were a credit card?
Then it would be a billing error under Regulation Z: acknowledge within 30 days (November 18) and resolve within two billing cycles, at most 90 days. Owen Delacroix’s message this morning is one.
Which outage messages also carry a legal notice?
Nine of the 412 outage messages ask for something else, so they are held out of the bulk reply with their own clocks: three notices of error, three complaints, two fraud reports and one closure.
12 screens from the working solution, on its sample data. Pick one to see it large.
How each clock is counted, which replies need a second person and how member data is kept are settings. The administrator proposes a change and the VP of Member Experience approves it; both go on the record.
| Setting | Default | Choose from |
|---|---|---|
| Notice of error | Starts the day the message arrived · 10 business days | 45 days (90 for point-of-sale debit, foreign-initiated and new accounts); 20 business days for new accounts · Regulation E 1005.11 |
| Billing error | Acknowledge within 30 days | Resolve within 2 billing cycles, at most 90 days · Regulation Z 1026.13 |
| Stop payment | 3 business days before the debit | Later than that: we try · Regulation E 1005.10(c) |
| Complaint | Logged today · acknowledge in 2 business days | Resolve in 15 business days · complaint policy CMP-2 |
| Business-day calendar | Monday to Friday; Saturday is not a business day | Federal holidays; received the day it arrives, Eastern time, no cut-off hour |
| Which replies need a check | Complaints; replies confirming a claim, closure, fee refund or record change; bulk replies | Everything else: a daily 5% sample |
| Agent confidence threshold | 0.85 | Below it, the representative decides, with a reason |
| Retention and masking | 5 years · numbers masked to last four digits | Restricted reviews visible to the BSA officer only |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
Sources: Regulation E, 12 CFR 1005.11 (error resolution; 10 business days from receiving a notice of error) and 1005.10(c) (stop payments) · Regulation Z, 12 CFR 1026.13 (billing errors) · CFPB Consumer Response Annual Report 2024, March 2025 (about 67,900 checking or savings complaints) · "demo" = seen in the working solution, on its sample data · "target" = design goal, measured in the live solution · "typical" = published figures and the rules' own time limits · "estimated" = our arithmetic, kept modest. Norrell Federal Credit Union, its members and the people named on this page are fictional: characters and sample data in the working solution.
Secure Message Triage reads every message members send through the secure message center in online and mobile banking as it arrives. Agents split each message into its separate requests, start each request's legal clock on the day the message arrived (a Regulation E notice of error, a Regulation Z billing error, a stop payment, a complaint, a closure or a record change), and draft one reply from approved language. A representative edits and sends it, and a supervisor who did not draft it checks every reply that matters.
It can be. A written message that identifies the member and the account, says why the member believes there is an error, and gives the type, date and amount, received within 60 days of the statement, meets the elements of 12 CFR 1005.11(b)(1). The Clock agent tests each element and shows the sentence that meets it; a missing element never delays the clock, and the reply asks for it.
The clock runs from the day the institution receives the notice: 10 business days to investigate, or to provisionally credit and take up to 45 days (90 for point-of-sale debit, foreign-initiated and new accounts). Secure Message Triage starts that clock the day the message arrived, on the credit union's own business-day calendar, with a reminder on day 8 and an escalation on day 9.
The Splitting agent cuts the message into its requests and marks the sentence that decides each one, and the Clock agent gives each its own clock. Requests that depend on each other are linked: a fee that posted because a disputed charge took the account below zero is tied to the dispute, so the reply treats them together.
No. The Language Check agent reads every draft and every edit a person makes, blocks a refund or timing promise outside policy, and offers the approved sentence with its source. The reply cannot be sent until the blocked sentence is fixed.
Yes. The agents read, split, clock, route and draft; they never send a reply, file a case before approval, change a record or close an account. A representative sends, a supervisor who did not draft it checks every complaint, claim, closure, fee refund, record-change and bulk reply, and below 0.85 confidence the representative decides, with a reason code.
No. Messages on restricted accounts go to the BSA team; the representative sees only that a specialist team answers, the Reply agent drafts nothing, and the Language Check blocks any mention of a review. Restricted reviews never appear on the member's view or in a standard export.
The Agentic Solution Engine builds and deploys it from your requirements and documents: your clock rules, complaint and fee policies, business-day calendar, approved reply language and a sample of past secure messages. It goes live once every quality gate has passed, and we will walk you through it on your own messages first.
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1-min demoWe'll run Secure Message Triage on a sample of your own secure messages, clock rules and approved language.