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Handling ACH Disputes: The Retail Perspective
July 26 @ 1:00 pm - 2:30 pm159$
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 in this Webinar
Topics covered include:
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
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
Who Will Benefit
Frontline / Customer Service personnel
Director of Security
Operational Risk professionals
CFO / Finance Professionals
Audit Committee Members
Operational Risk Managers
For more detail please click on this below link:
Toll Free: +1-844-746-4244
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