Advanced ACH: Sticky Situations – Handling Consumer ACH Disputes
Financial institutions 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. 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.Learning ObjectivesReview common consumer sticky situations when handling ACH disputes, including areas where Regulation E and the ACH Rules don’t alignDocument 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 situationsAreas CoveredStop PaymentRevoked AuthorizationUnauthorizedWrong amountThe company I authorized didn’t receive the moneyI don’t know who this company is or why they debited my accountI wrote a check for X – it cleared and so has this electronic debitMy Ex stole my part of the tax refundI was scammed!What NOT to say to a consumerWhat to do when a customer/member won’t complete a WSUDDocumenting claimsCase studiesAnd more unique situationsWho Should AttendThis 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, Operations, and Senior Management.
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Financial institutions 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.
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.
Learning Objectives
- 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 can impact the situation (often negatively)
- Decide the appropriate course of action in given situations
Areas Covered
- Stop Payment
- Revoked Authorization
- Unauthorized
- Wrong amount
- The 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 so has this electronic debit
- My Ex stole my part of the tax refund
- I was scammed!
- What NOT to say to a consumer
- What to do when a customer/member won’t complete a WSUD
- Documenting claims
- Case studies
- And more unique situations
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, Operations, and
Senior Management.
