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

Topics covered include:

• 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

Positions:

• 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

Email: [email protected]

Toll Free: +1-888-300-8494

Tel: +1-720-996-1616

Fax: +1-888-909-1882

Others Details

This ACH compliance training focuses on the common disputes and provides tips on maintaining compliance and handling these issues. Book or call +1-844-746-4244