2018 - 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
SPEAKER
Rayleen M. Pirnie, AAP is the founder and primary consultant of RP Payments Risk Consulting Services, LLC, a Missouri-based consulting firm that provides payments strategy and risk management advisory services across several sectors. She has almost two decades of experience in payments rules, risk management, and information security. She advises boards, C-Suite executives, and payments professionals on payments vulnerabilities, cyber-security, and processing strategies to align the organizations processes with payment network rules and regulator guidance. She analyses organizational strategies and processes to identify risk, recommend sound risk management practices, and assess an organizations payment security posture.
She is an Accredited ACH Professional and has her Bachelor’s in Criminal Justice Administration.
Rayleen has spoken at national and regional conferences for over 19 years on topics ranging from payments fraud to information security. 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.
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PRICE :$199