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January 17
Jan 17, 2018

OVERVIEW 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. WHY SHOULD YOU ATTEND 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. AREAS COVERED 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 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 WHO WILL BENEFIT Financial institutions Positions: 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 SPEAKER Rayleen M. Pirnie, AAP is the founder and primary consultant of RP Payments Risk Consulting Services, LLC, a Missouri-based 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. She advises boards, C-Suite executives, and payments professionals on payments vulnerabilities, cyber-security, and processing strategies to align the organizations processes with payment network rules and regulator guidance. She analyses organizational strategies and processes to identify risk, recommend sound risk management practices, and assess an organizations payment security posture. She is an Accredited ACH Professional and has her Bachelor’s in Criminal Justice Administration. Rayleen has spoken at national and regional conferences for over 19 years on topics ranging from payments fraud to information security. Events include NACHA’s 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’s Risk Management Conference. For more details click on this link Email: Toll Free:+1-888-300-8494 Tel: +1-720-996-1616 Fax: +1-888-909-1882 PRICE :$199

Member Price: $199 Non Member Price:

Contact Information

Training Doyens Training Doyens 26468 E Walker Dr,Aurora, Colorado 26468 E Walker Dr Aurora, Colorado 80016-6104, CO 80016-6104 United States of America 7209961616 (Tel)