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34376 Conferences

Handling ACH Disputes: The Retail Perspective

Added by Training Doyens on 2017-12-05

Conference Dates:

Start Date Start Date: 2018-01-17
Last Date Last Day: 2018-01-17
Deadline for abstracts/proposals Deadline for abstracts/proposals: 2018-01-17

Conference Contact Info:

Contact Person Contact Person: Training Doyens
Email Email:
Address Address: 26468 E Walker Dr, Aurora, CO, 80016, United States
Phone Tel: 7209961616
Phone Fax: 7209961616

Conference Description:

Financial institution Retail Centers and Call Centers are often faced with 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 interactive, fast-paced ACH compliance training 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.

Mishandling consumer ACH dispute claims puts an institution at significant reputational, legal and compliance risk. Daily situations aren’t covered in the ACH Rules guidelines. Too often, institutions deny claims that should not be denied (and violate Regulation E), or the institution needlessly writes off the loss.

Topics covered include:
• Stop Payment
• Revoked Authorization
• Unauthorized
• Wrong amount
• 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 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 certain sticky situations
• And more unique situations

• 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

• Financial institutions
• Frontline / Customer Service personnel
• Internal Auditors
• Risk Officers
• Director of Security
• Compliance Professionals
• Operational Risk professionals
• CFO / Finance Professionals
• Audit Committee Members
• Operational Risk Managers
• Departmental Managers
• Information Security
• Information Technology
• Fraud Investigators
• Trainers
• Branch managers

For more detail please click on this below link:

Toll Free: +1-888-300-8494
Tel: +1-720-996-1616
Fax: +1-888-909-1882
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