Advanced ACH: Consumer Dispute Handling

 Human Resources  Compliance/Regulatory

Registration and Pricing Information

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Registration Investment:
FREE for Power Learner Passport
$200 for Affiliates Non-PLP
Non-Affiliated Contact Leslie Poole

Program Description

Updated for 2019 with new cases! This interactive, advanced session focuses on the most common "sticky" situations credit unions find themselves in when handling consumer-member ACH disputes. Presenter Rayleen Pirnie will discuss how to maintain compliance, including tips on handling these issues. Situations are presented from claim to handling, ensuring that all staff understand the credit union’s requirements.

We’ll explore situations that often present a challenge for credit unions and your legal responsibility under Regulation E, including claims outside of the credit union’s ACH in-network return timeframe. The course concludes with real life “sticky situations” where attendees try their hand at resolving the claim while balancing compliance obligations with customer service. The course includes case studies that the credit union can use for internal training.

  • Do you know your members’ rights under Regulation E can outweigh your return options under the ACH Rules, and how to handle it without loss?
  • Does your credit union know your obligations under both the ACH Rules AND Regulation E for consumer-member disputes?
  • Did you know that not every consumer-member dispute requires the credit union to investigate or resolve the issue?
  • Do you know the phrases that can needlessly transfer liability from the consumer onto the credit union (i.e. what not to say to a member)?
  • Do you know the right questions to ask when accepting a dispute claim?

Note: Attendees are encouraged to provide their own ACH Sticky Situations and questions in advance so our speaker is prepared to address your unique issue(s)! Email your question(s) to by Monday, March 4.

*Extra Take-away! Attendees will also receive a Q&A document that provides questions asked before and during the session along with detailed answers and resources!

Program Length: 75 Minutes

Who Should Attend

  • Risk Management
  • Security
  • Payment Processing
  • Operations
  • Information Technology

Meet The Presenter:

Rayleen Pirnie is a recognized payments risk and fraud expert who works with financial institutions and businesses across the nation to help them understand today’s threats and develop appropriate risk mitigation strategies. She also speaks to consumer groups revealing real-world methods to reduce the chances of devastating frauds, and law enforcement on payment system processing and evidence collection in electronic payment channels. Rayleen’s areas of expertise include regulatory compliance, payment system risk management, cybercrimes, and information security.


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