Case Study: Centennial Bank achieves greater efficiency and compliance with FINBOA

Centennial Bank Partners with FINBOA to Maximize Efficiency Success Story

Centennial Bank partnered with FINBOA to address growing electronic payment disputes, rising fraud, and the risks and inefficiencies of a heavily manual Reg E claims process. With about 800 employees involved across branches and customer care centers, the bank needed a solution that would improve compliance, reduce errors, and make dispute tracking easier to train and use.

FINBOA implemented its Regulation E Dispute Tracking solution, adding automated calculators, centralized document management, digital forms, e-signatures, letter generation, and timeline notifications. As a result, Centennial Bank reduced manual processing and paper waste, improved visibility and decision-making, and was able to handle three times the dispute volume during COVID without adding staff. The bank also improved customer experience by letting customers sign documents remotely and respond faster to disputes.

Centennial Bank

Kimberly Mantuano

e-Banking Card Manager