ICB Credit: 2.5 CRCM
Landling consumer disputes of ACH debits is something community bank retail centers and call centers are often faced with. Many situations are not covered in the ACH Rules book and there is often no clear direction from other resources. This session focuses on the most common disputes, and provides frontline staff with a basic understanding of what is required to maintain compliance. Plus, we'll provides tips on handling these disputes. 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.
This program would be ideal for someone new to these situations and would be an excellent refresher for those who have a few ACH battle wounds.
By attending this program, you will be able to:
Understand common consumer ACH disputes, including areas where Regulation E and the ACH Rules don't agree
Document your institution's obligations and rights
Realize how what you say or do can impact the situation
Decide the appropriate course of action in given situations
60 day in-network returns vs. state statute of limitations
State consumer protection laws (high level - no specific states covered
I wt a stop payment" but the item has already posted
I already revoked authorization with them
I never authorized that" / "That's fraud!
I only owed them $23, not $25 - I want my $2 back.
I was charged $40 last month for my gym membership, but now they are saying they never got the money." (TPS issues)"I don't know who this company is or why they debited my account.
I wrote a check for $35 - it cleared and so has this $35 electronic debit.
My ex stole my part of the tax refund. I want my half.
I was scammed!
What NOT to say to a consumer, ever
Documenting and reporting claims
Case studies exercise - attendees try to resolve, then we discuss Online dating scam
Payday loansTax refund fraud
Magazine subscription - been debiting the account for 2 years
Who Should Attend:
This informative session is designed for frontline personnel, as well as anyone in the institution responsible for managing ACH disputes, particularly Branch Managers, Risk Managers, Compliance, Audit, Retail Managers, Trainers, and Senior Management.
Sticky ACH Situations
Stopping Automatic Debit Payments - Sample Notice of Unauthorized Transfer
Stopping Automatic Debit Payments - Sample Stop Payment Order to Your Bank or Credit Union
Liability Breach of Warranty
Questions and Answers