Customer service, frontline, and operations staff struggle each day with the question – “What does my account holder want me to do…Stop this payment, and return it, they revoked it, -- what are my next steps?” This training program will help find answers to these struggles. These are still the number one issues in the exception processing of ACH transactions on a daily basis. Specific rules identify how to handle stop payments and unauthorized or revoked transactions. This session will detail how to remain compliant with the NACHA Operating Rules.
Do you often wonder when to use a Stop Pay Form and when to use a Written Statement of Unauthorized Debit (WSUD)? This session will take on these questions and others. The webinar instructor will provide scenario examples such as your account holder saying they want you to stop payment, or if they revoked it – why is their account being debited or they never authorized a payment that is already posted to their account.
The NACHA Operating Rules have specifics for you to follow to be sure you are in compliance each time you help your account holder with their request(s). Learn what form to use and when and why? What questions and conversations should be taking place between the account holder and the customer service or frontline staff working with them?
Key points illustrated in the program in the form of case studies will assist customer service and front-line staff as well as identify details for operations staff. This 90-minute session will definitely help clear things up on processing unauthorized, authorization revoked and stopped payments.
Donna K Olheiser, AAP, is the vice president of Education Services and founder of Dynamic Mastership, LLC. Donna is an enthusiastic and energetic Certified Master Trainer with over 14 years’ training experience. She has designed and facilitated over 100 training sessions each year with her expertise being the rules for companies and financial institutions when processing specifically ACH electronic payments, then scheduling the training events to facilitate/deliver the material through a variety of venues (webinars, teleseminars, in-person workshops, including regional and national conferences). Donna has over 24 years of experience in the financial services industry which includes 9 years’ experience as the education service director at a Regional Payments Association (RPA), where she managed and facilitated the entire education program for nearly 800 financial institution members. Prior to that, Ms. Olheiser spent 14 years in various departments with the Federal Reserve Bank of Minneapolis and also holds the Accredited ACH Professional (AAP) designation (achieved in 2004).