Handling ACH Disputes: The Retail Perspective

Overview

Financial institution Retail Centers and Call Centers are often faced with handling consumer disputes of ACH debits on their account; many situations aren’t covered in the ACH Rules book guidelines nor is there any clear direction from other resources.

This interactive, fast-paced ACH compliance training focuses on the most common disputes, and provides staff with a basic understanding of what is required to maintain compliance, plus tips on handling these issues. The course concludes with some real life “sticky situations” where attendees try their hand at solving the issue, while balancing compliance obligations with customer service.

Why Should You Attend

Mishandling consumer ACH dispute claims puts an institution at significant reputational, legal and compliance risk. Daily situations aren’t covered in the ACH Rules guidelines. Too often, institutions deny claims that should not be denied (and violate Regulation E), or the institution needlessly writes off the loss.

Areas Covered in this Webinar

Stop Payment
Revoked Authorization
Unauthorized
Wrong amount
Company I authorized didn’t receive the money
I don’t know who this company is or why they debited my account
I wrote a check for X – it cleared and now they are charging me again
What NOT to say to a consumer
Understand what the Rules say
What to do when a customer/member won’t complete a WSUD
Documenting claims
Best practices for handling certain sticky situations
And more unique situations

Learning Objectives

Review common consumer sticky situations when handling ACH disputes
Document your institution’s obligations and rights
Realize how what you say can impact the situation (often negatively)
Decide the appropriate course of action in given situations

Who Will Benefit

Financial institutions
Frontline / Customer Service personnel
Internal Auditors
Risk Officers
Director of Security
Compliance Professionals
Operational Risk professionals
CFO / Finance Professionals
Audit Committee Members
Operational Risk Managers
Departmental Managers
Information Security
Information Technology
Fraud Investigators
Trainers
Branch managers

For more detail please click on this link: http://bit.ly/2rZLEoF

Email: [email protected]

Toll Free: +1-844-746-4244

Tel: +1-516-900-5515

Fax: +1-516-900-5510

Speaker and Presenter Information

Rayleen M. Pirnie, AAPis the founder and owner of RP Payments Risk Consulting Services, LLC., based in Missouri. She is a nationally recognized speaker whose educational programs provide valuable, actionable strategies for financial institutions and businesses on topics ranging from payments risk management to information security. She is the author of several payments risk and fraud blogs geared toward helping organizations recognize threats and protect themselves from loss.

Rayleen has spoken at national and regional conferences for over 16 years. Recent events include NACHA’s Payments Conference, the American Bankers Association Risk Management Forum, the Security Matters annual conference at Murray State University, the Risk Management Association, and the Federal Reserve Bank of Kansas City’s Risk Management Conference.

Always endeavoring to help organizations manage payments risk, Rayleen has supported many notable organizations over the years. She is currently member of the International Association of Financial Crimes Investigators, supporting their training programs since 1998. She sat on NACHA’s Risk Management Advisory group for two terms, and assisted with FSISAC’s first CAPP exercise, to name just a few.