ACH Disputes

Handling Consumer ACH Disputes: The Retail Perspective
01 Jan 2018
- 01:00 PM EST
90 Minutes (All time is as per EST)

This training program will review common consumer issues and situations while handling ACH disputes

Handling Consumer ACH Disputes: The Retail Perspective

Rayleen M. Pirnie, AAP is the founder and primary consultant of RP Payments Risk Consulting Services, LLC. , a specialized 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.

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Overview - Handling Consumer ACH Disputes
This ACH training program will review common consumer issues and situations while handling ACH disputes. It will guide participants in deciding the appropriate course of action in given situations. Participants will also learn what to do when a customer/member won’t complete a WSUD.

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
 Stop payment, revoked authorization, unauthorized, wrong amount
 Case study analysis:
o Company I authorized didn’t receive the money
o I don’t know who this company is or why they debited my account
o 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 tricky situations

What You Get
• Training Materials
• Live Q&A Session with the Speaker
• Participation Certificate
• Earn 100 Loyalty points with every booking. You can redeem one live webinar with 300 loyalty points.

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

At the Q&A session following the live event, ask a question and get a direct response from our expert speaker

Important Note
1. For Live webinar attendee, you can find webinar joining details at user dashboard. (Create an account)
2. Live webinar attendees can download the participation certificate & credit points from dashboard after approval.
3. For Web download - You can download recorded video & handouts from user dashboard after Live webinar session.

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HR Certification Institute Approved Provider is an HRCI Approved Provider and can assign recertification credit hours (based on HR Certification Institute standards) to HR-related continuing education events, including qualification for PHR, SPHR or GPHR recertification credits. The use of this seal is not an endorsement by HR Certification Institute of the quality of the program. It means that this program has met HR Certification Institute’s criteria to be pre-approved for recertification credit.

SHRM Approved Recertification Provider

"" is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CPSM or SHRM-SCPSM.  Our program is valid for PDCs for the SHRM-CPSM or SHRM-SCPSM. For more information about certification or recertification, please visit