Consistent training in electronic payments is critical to the success of any organization. Your customer/member service staff is often the first point of contact for account holder questions and inquiries. Can they explain ACH to your customers/members? Is your staff comfortable enough with their knowledge level to sell the safety, efficiency, convenience, and cost savings associated with electronic payments?

It is important to thoroughly understand the functionality of the ACH Network to provide excellent service to account holders, especially when problems arise.

This session provides an overview of ACH from a customer/member service point of view, including defining the participants and explaining the transaction flow.

An overview of ACH applications and corresponding rules and regulations will be presented to ensure a clear understanding of ACH problem resolution.What You'll Learn:Agenda

ACH Defined

• History of ACH, Benefits
  
• Participants

Differences Between ACH Stop Payments and Disputes

• Stop Payments
  
• Authorization Revoked, Unauthorized
  
• Regulation E vs. Nacha Operating Rules

Different Types of ACH Applications

• Electronic Check Conversion (ARC, BOC, POP)
  
• Re-Presented Check Entries (RCK)
  
• Telephone (TEL) and Internet Initiated (WEB) Transactions

Case Studies

• Case Study #1
  
• Case Study #2