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19. What responsibility will the Bank assume in researching and correcting errors on paid items (i.e. encoding errors)? Your CSP is the point of contact for all your research and adjustment requests. The client service professional will work with appropriate operational colleagues to make sure your request and any adjustment is handled in a timely and accurate manner. The client service professional has the authority to escalate whenever necessary to make sure that issues are resolved. J.P. Morgan also offers eServe, an online inquiry tool, available through ACCESS Online that allows clients to reverse incorrectly encoded entries and transmit correcting entries securely to the bank. 20. Describe the Bank's documentation requirements for processing claims of forged items from the City. J.P. Morgan has been an industry leader in offering a wide a variety of sophisticated fraud protection services, to protect our clients and the bank from financial loss due to payment fraud. The laws governing checks and negotiable instruments, primarily in Federal Regulation CC and the Uniform Commercial Code (UCC), and interpretation of those laws have been changing to reflect a shared responsibility and partnership between clients and their banks. Therefore, we strongly recommend that the City continue to use positive pay, payee name verification and other applicable fraud protection services, to prevent losses due to check fraud. Each situation is unique and will be examined and researched carefully by our Fraud Control team. The aspect of liability will then be determined on a case -by- case- basis, after all the supporting facts have been reviewed. J.P. Morgan and the banking industry standard operating procedure is to issue a credit to a client's account once the investigation has been completed and the reimbursement is received from the bank of first deposit. Breach of warranty resides with the bank of first deposit. On average, a claim may take 90 days to resolve. The credit usually takes place within three banking days after receiving the reimbursement check. There is no governing time frame for a response. If we receive a denial, no credit is issued. y