Advanced ACH: Sticky Situations – Handling Consumer ACH Disputes
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 who offers specialized consulting services, procedural and risk management reviews, and payments education. Rayleen’s specialized skill is delving into the world beyond the payment rules; areas where organizations often find themselves in positions of liability or loss with little to no clear guidance. She is an Accredited ACH Professional (AAP) who has worked with all payment systems for nearly 20 years. Rayleen also holds a Bachelor’s of Science in Criminal Justice Administration.
Rayleen’s educational programs provide real-world, actionable information for financial institutions and businesses on topics ranging from payments risk management to information security. She authors 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 currently 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 (RMAG) for two terms and assisted with FSISAC’s first CAPP exercise.
Rayleen has had the honor of presenting programs to such notable groups as:
- The 2015 NACHA Payments Conference – New Orleans
- The Institute of Criminal Justice Studies - Alabama
- The Kentucky Credit Union League Volunteers Conference – French Lick, IN
- The Federal Reserve Bank of Kansas City Risk Management Conference - KCMO
- The Security Matters Information Security Conference – Murray State University
- The American Bankers Association Risk Management Forum – St. Louis, MO
- The Risk Management Association (RMA) – KC Chapter Forum
- Johnson County Community College (guest lecturer) Criminal Justice Administration Studies – Overland Park, KSA
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.
- 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
- Stop Payment
- Revoked Authorization
- 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 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