The ABC's of Processing ACH Exceptions (Returns)

Why Should You Attend:

Customer service and operations staff struggle each day with the question from their customer – “What does my account holder want me to do…Stop this payment, return it, or they may be saying they revoked the transaction, or even disputing an unauthorized transaction -- what are the next steps?” What form do I need, what do I need to look for to be sure of what I’m doing when assisting my account holder with these delicate situations. Several scenarios will be provided throughout the virtual workshop to help identify what questions to ask the account holder, what forms to used (based on responses) and next steps to take when returning the Entry. Common ACH Return Reason Codes will be discussed with timeframes, paperwork needed and any other details pertinent when processing the ACH return Entry.

This session will help answer those struggles and concerns to help the front-line and operations staff determine when to use what form, and what the timeframe is to be able to Stop a Payment vs. outright returning an Entry as unauthorized, vs. authorization revoked.

These two topics continue to be the number one issues in the exception processing of ACH transactions on a daily basis. In addition, the issue with “Do I use R10 or R11 as the Unauthorized Return Reason Code and why = will also be discussed in detail.

Areas Covered in the Webinar:

• Define the Rules surrounding Stop Payments
• Identify the difference in the Rules between a consumer and non-consumer Stop Payment
• List tips that will help customer service and frontline staff to ensure they are asking the right questions of the account holder
• Outline what an unauthorized transaction is and when to use a Written Statement of Unauthorized Debit (WSUD)
• Identify the differences between using Return Reason Code R10 vs. R11 and what that means to the RDFI when returning
• Identify training tips for the ODFI to identify the differences between R10 and R11 for Return Entries to the Originator when handling these types of Returns
• Review timeframes for Stop Payments and Unauthorized Payments
• Illustrate what constitutes an entry to be returned as authorization revoked vs. Stop Payment vs. Unauthorized
• Describe through the use of scenarios – the what, when and how of Stop Payments and Returning Unauthorized Entries

Who Will Benefit:

• Financial Institution Professionals (New/Current Operations Staff)
• Banking Operations Managers and Staff
• Compliance and Risk Professionals
• Treasury Management Professionals
• Aspiring and Current AAPs (Accredited ACH Professionals)
• Company / Business Owners (Originators)
• Banking Managers/ Supervisors
• Audit Personnel

Donna K Olheiser
Owner, Dynamic Mastership, LLC

Donna founded Dynamic Mastership, LLC in December 2014 in an effort to utilize her 24+ years’ experience in the financial services industry, by sharing her passion for training financial institutions and organizations on the Rules and processes for electronic payments (with her specialty being ACH payments). She holds the Accredited ACH Professional (AAP) designation (achieved in 2004). Donna’s experience before founding Dynamic Mastership, includes 9 years' serving 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, Donna spent 14 years with the Federal Reserve Bank of Minneapolis in various departments, where she started her training career as the Training and Development Specialist in 2003.

Donna is a certified Master Trainer who continually uses her extensive knowledge, experience, enthusiasm and passion for transferring payment processing details, while using the adult learning theory is remarkable! Her training style has helped many payment professionals remain consistently informed of the NEW and ever-changing NACHA Operating Rules and explaining how the Rules apply when performing daily operational tasks including complex return and exception processing. She incorporates scenarios and examples in her detailed training, so the Rules are easy to comprehend and apply to real-life day-to-day ACH processing. Donna's ability to engage the learner through the entire training event helps the adult learner apply what they've learned during and after each training session.

Topic Background:

This webinar is designed to outline compliance with ACH Returns and help take the “confusion” out of doing ACH Returns. Identification of the ten most commonly used Return Reason Codes and their timeframes will be discussed. The Return process can be complicated, this session will include details on when, how, and why when doing Returns to remain in compliance with the NACHA Operating Rules. Included will be an overview on the “entire” Returns Process (including timeframes and Return Codes), from your General Returns to Extended Returns, Dishonored Returns, Contested and Corrected Dishonored Returns. The ACH Return process – will be explained utilizing multiple examples to demonstrate. Included will be the latest changes to the Nacha Operating Rules pertaining to unauthorized Return Reason Codes R10 and R11.

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