ATM Dispute Resolution Hub

The current ATM dispute process relies on analysts acting as manual document assemblers. Cases are pulled from a CRM queue, details are re-typed into Word backup docs, and pended cases (75% of volume) are tracked on disconnected spreadsheets. This creates data redundancy and a risk of losing investigation progress.

This spec details a unified personal tracker tool designed to consolidate case details, notes, and screenshots into one workspace. By centralizing the data and automating document generation, the system eliminates the swivel-chair workflow and ensures that pended cases can be reassigned and completed without re-doing existing research.

Regulatory Timeline Enforcement: ATM disputes involving EFT activity follow Regulation E error-resolution procedures, with SLA controls tracked at the case level from the notice date. The initial investigation window runs 10 business days, with provisional credit triggered where applicable when the investigation extends. Extended investigation outer limits apply — 45 calendar days for standard EFTs, or 90 calendar days for POS, foreign-initiated, or new-account transactions, when extension requirements are met. The platform flags approaching SLA thresholds with amber/red indicators, auto-escalates overdue cases, and prevents closure without a timestamped resolution action.

Audit Trail & Immutable Logging: Every action taken within the system generates an immutable audit record: timestamp, user ID (EID), action type, and prior/new value where applicable. Intake notes are locked at submission and cannot be altered by any role.

User Roles & Access Controls: Analysts can create, update, and disposition cases within their assigned queue. Supervisors can view all queues, reopen closed cases, and override analyst dispositions with documented justification. QA Reviewers have read-only access to the full case record including audit history.