ComplianceOnline

Sticky Situations - Handling ACH Disputes: The Retail Perspective

Instructor: Rayleen M Pirnie
Product ID: 705100
  • Duration: 90 Min

recorded version

$249.00
1x Person - Unlimited viewing for 6 Months
(For multiple locations contact Customer Care)
Recorded Link and Ref. material will be available in My CO Section
Last Recorded Date: Jun-2017

Training CD

$399.00
One CD is for usage in one location only.
(For multiple locations contact Customer Care)
CD and Ref. material will be shipped within 15 business days

Customer Care

Fax: +1-650-565-8542

Email: customercare@complianceonline.com

Read Frequently Asked Questions

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.


"Sticky Situations - Handling ACH Disputes: The Retail Perspective" - This course is approved by NASBA (National Association of State Boards of Accountancy). Attendees of Live Webinar are eligible for 1.8 CPE credit up on full completion of the course.

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:
    • 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 tricky situations

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
Instructor Profile:
Rayleen M Pirnie

Rayleen M Pirnie
CEO, RP Payments Risk Consulting Services LLC

Rayleen M. Pirnie, AAP, is the founder and owner of RP Payments Risk Consulting Services, LLC, based in Missouri. She is a nationally recognized speaker whose educational programs provide valuable, actionable strategies for financial institutions and businesses on topics ranging from payments risk management to information security. She is the author of several payments risk and fraud blogs geared toward helping organizations recognize threats and protect themselves from loss.

We are registered with and adhere to the Statement on Standards for Continuing Professional Education programs of the National Registry of CPE Sponsors. Our registration number is 109066. Please check with the governing body of your license and state for specific CPE requirements. Grievances may be forwarded to the company at 650 620 3961. Grievances may also be forwarded to the National Registry of CPE Sponsors-NASBA, 150 Fourth Avenue North, Suite 700, Nashville, TN 37219-2417, 615-880-4200, www.learningmarket.org, e-mail cpe@nasba.org.


Field of Study Minutes CPE
Management Advisory Services 30 0.6
Specialized Knowledge and Applications 60 1.2
Total Duration - 90 Min Total Credits - 1.8

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Refund Policy

Registrants may cancel up to two working days prior to the course start date and will receive a letter of credit to be used towards a future course up to one year from date of issuance. ComplianceOnline would process/provide refund if the Live Webinar has been cancelled. The attendee could choose between the recorded version of the webinar or refund for any cancelled webinar. Refunds will not be given to participants who do not show up for the webinar. On-Demand Recordings can be requested in exchange.

Webinar may be cancelled due to lack of enrolment or unavoidable factors. Registrants will be notified 24hours in advance if a cancellation occurs. Substitutions can happen any time.

If you have any concern about the content of the webinar and not satisfied please contact us at below email or by call mentioning your feedback for resolution of the matter.

We respect feedback/opinions of our customers which enables us to improve our products and services. To contact us please email customercare@complianceonline.com call +1-888-717-2436 (Toll Free).

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