ACH Dispute Handling for Operations & Customer Contact Staff

ACH Dispute Handling for BOTH Operations and Customer Contact Staff

Monday, October 18, 2021
12:00 – 1:00 pm (Eastern Time)

Effectively handling ACH disputes are an integral part of a financial institutions requirements to comply with Regulation E while not writing off unnecessary losses. Proper handling of disputes in compliance with regulations is not just the responsibility of operations personnel in the 'back office' but a critical series of steps and processes beginning with frontline customer contact staff. This timely and relevant ACH training gives banks and credit unions the front-to-back office consistency, compliance and documentation needed to ensure proper ACH dispute handling and resolution.

Topics include:

  • Unauthorized vs Revoked ACH entries 
  • Consumer vs Corporate Unauthorized defined
  • Key Consumer Unauthorized Return Reason Codes
  • Changes to Written Statement of Unauthorized Debit (WSOUD)
  • Consumer ACH Deadlines
  • Corporate Return Codes and Deadlines
  • Unauthorized Credits Supporting Documentation for Return
  • ACH Stop Payments and Deadlines
  • Important Differences Between ACH Unauthorized and Stop Payments

Who Should Attend:

  • Electronic Banking Staff
  • Deposit Operations
  • Fraud Management
  • BSA/AML Officers and Support Staff
  • Customer Service Representatives/Tellers
  • Call Centers
  • Treasury Management
  • Risk Management
  • Compliance 
  • Internal Audit and Review


Terri Sands
Secura Risk Management / Founder

Throughout her career, Terri has served as a leader in the payments and fraud prevention industry, providing education, risk management and compliance consulting and support services geared toward the specific needs of financial organizations.

Terri is an Advanced Certified Anti-Money Laundering Specialist, an At-Risk Adult Crime Specialist and an Accredited ACH Professional. Prior to founding Secura, Terri served as co-founder of Payments Information Circle (PIC), a service organization providing payments industry education, auditing, consulting, resources, and support services to financial organizations throughout the country. Prior to her work at PIC, Terri also served as the President of GACHA, a non-profit, regional payments association where she provided strategic direction for financial institutions in the payments industry. Terri began her career in payments as a Senior Analyst with the Federal Reserve Bank of Atlanta where she provided training throughout the Sixth District and served on the Federal Reserve ACH Conversion Team that consolidated ACH Services for all branch locations in the Sixth District.

Attendance verification for CE credits provided upon request.

Webinar Sponsored by BankersHUB

If you are having issues with registering online, please contact CBAO's Education, Training & Special Event Coordinator, Patti Webb, (614) 610-1877.

 Registration (Member/Non-Member Pricing)

Webinar and Playback* ($295/$445)
*Playback has no expiration. 

Additional Hookup - Registering another banker from a different location ($185/$225)


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