Handling Consumer ACH Disputes: Advanced ACH Sticky Situations

Why Should You Attend:

Financial institution retail centers and call centers often face 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 webinar will focus on the most common disputes, provide attendees with a basic understanding of what is required to maintain compliance, as well as discuss tips on handling these issues. The course will conclude with some real life scenarios where attendees try their hand at solving the issue, while balancing compliance obligations with customer service.

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

Areas Covered in the Webinar:

• Introduction
• Where Regulation E doesn’t align with the ACH Rules
• Who each is written for
• Regulation E “Notice” requirements vs. ACH Rules return requirements
• What to do when a customer/member won’t complete a WSUD
• State laws
• 60 day in-network returns vs. state statute of limitations
• State consumer protection laws
• Stop Payments – before and after the payment posts
• Revoked Authorization
• Unauthorized
• Consumer account
• With consumer SEC
• With business SEC
• Business account
• With consumer SEC
• With business SEC
• What to do when a customer/member won’t complete a WSUD as required by the ACH Returns
• In-network vs. out-of-network returns
• Documenting claims
• Sticky situation case studies
• Statements and actions that increase an institutions liability
• Documenting & reporting claims
• True / False Scenarios

Who Will Benefit:

• Frontline/Customer Service Personnel
• Internal Auditors
• Risk Officers
• Director of Security
• Compliance Professionals
• Operational Risk Professionals
• Audit Committee Members
• Operational Risk Managers
• Fraud Investigators
• Trainers
• Branch Managers

Rayleen M Pirnie
CEO, RP Payments Risk Consulting Services LLC

Rayleen M. Pirnie, AAP, is 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.

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