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ACH Sticky Situations: Handling Consumer ACH Disputes - 2019
Rayleen Pirnie Recorded on March 12, 2019
Community bank Retail Centers and Call Centers are often faced with handling consumer disputes of ACH debits; many situations aren’t covered in the ACH Rules book guidelines nor is there any clear direction from other resources. This session 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 from both a frontline and Operations perspective. 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.
Excellent for someone new to these situations and as a refresher for those of us who have a few ACH battle wounds.
Review common consumer sticky situations when handling ACH disputes, including areas where Regulation E and the ACH Rules don't align
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
Balancing the ACH Rules with Regulation E
Sticky Situations – Updated for 2019!
Stop Payments but the item has already posted
Tax Refund Fraud
Recurring unauthorized debits
Documenting & reporting claims
WHO SHOULD ATTEND:
This informative session is designed for anyone in the institution responsible for managing ACH disputes, particularly Branch Managers, Call Center personnel, Tellers, Customer Service representatives, Risk Managers, Compliance, Audit, Retail Managers, Trainers, and Senior Management.
Rayleen is the founder and owner of RP Payments Risk Consulting Services, LLC. based in Missouri. She is a nationally recognized payments risk and fraud expert. Her programs educate financial institutions and businesses on topics ranging from payments fraud 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.Always interested in Risk Management, Rayleen has supported many notable organizations over the years. She is a 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. For 16 years Rayleen has spoken at national and regional conferences. Recent events include NACHAs 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 Risk Management Conference.
ACH Sticky Situations: Handling Consumer ACH Disputes