Advanced ACH: Sticky Situations – Handling Consumer ACH Disputes

Financial institutions are often faced with handling consumer disputes of ACH debits; many situations aren’t covered in the ACH Rules book guidelines nor is there any clear direction from other resources. This session focuses on the most common disputes and provides staff with a basic understanding of what is required to maintain compliance plus tips on handling these issues.

The course concludes with some real-life “sticky situations” where attendees try their hand at solving the issue while balancing compliance obligations with customer service.

Excellent for someone new to these situations and as a refresher for those of us who have a few ACH battle wounds.

Webinar Nov 13 2025, Thursday 01:00 PM EDT 60 Minutes Basic Level Code: GRC0000238

  • Review common consumer sticky situations when handling ACH disputes, including areas where Regulation E and the ACH Rules don’t align
  • Document your institution’s obligations and rights
  • Realize how what you say can impact the situation (often negatively)
  • Decide the appropriate course of action in given situations

  • Stop Payment
  • Revoked Authorization
  • Unauthorized
  • Wrong amount
  • The company I authorized didn’t receive the money
  • I don’t know who this company is or why they debited my account
  • I wrote a check for X – it cleared and so has this electronic debit
  • My Ex stole my part of the tax refund
  • I was scammed!
  • What NOT to say to a consumer
  • What to do when a customer/member won’t complete a WSUD
  • Documenting claims
  • Case studies
  • And more unique situations

This informative session is designed for anyone in the institution responsible for managing ACH disputes, particularly Branch Managers, Call Center personnel, Tellers, Customer Service representatives, Risk Managers, Compliance, Audit, Retail Managers, Trainers, Operations, and Senior Management.

DEV STRISCHEK
DEV STRISCHEK

A frequent speaker, instructor, advisor and writer on credit risk and commercial banking topics and issues, Dev is principal of Devon Risk Advisory Group and engages in consulting, speaking and training on a wide range of risk, credit, and lending topics. As former SVP and senior credit policy officer at SunTrust Bank, Atlanta, he was responsible for developing, implementing, and administering credit policies for SunTrust's wholesale lines of business--commercial, commercial real estate, corporate investment banking, capital markets, business banking and private wealth management. He also spent three years as managing director and credit approver in SunTrust's Florida commercial lending and corporate investment banking areas, respectively. Prior to SunTrust, Dev was chief credit officer for Barnett Bank's Palm Beach market. Besides stints at other banks in Florida, Missouri, and Ohio, Dev's experiences outside of banking include CFO of a Honolulu construction company, combat engineer officer in the U.S. Army, and college economics instructor in Hawaii, Missouri, and Florida. A graduate of Ohio State University and the ABA Stonier Graduate School of Banking, he earned his M.B.A. from the University of Hawaii. Dev serves as an instructor in the ABA’s Stonier Graduate School of Banking and the American Bankers Association's (ABA) Commercial Lending. He has also taught at the Florida RMA (Risk Management Association) Chapter Commercial Lending School, the Southwest Graduate School of Banking in Texas, and the Wisconsin School of Banking.  His school, conference, and workshop audiences have included participants drawn from the ABA, RMA, OCC, Federal Reserve, FDIC, FFIEC, SBA, the Institute of Management Accountants (IMA) and the AICPA. Dev has written about credit risk management, financial analysis and related subjects for the ABA's Commercial Insights, the Risk Management Association's RMA Journal, and other business professional journals. He is the author of Analyzing Construction Contractors and its related RMA workshop. A past national chair of RMA and former Florida Chapter president, Dev served as a member of the RMA Journal's advisory board and he has consulted on credit risk issues with banks in Morocco, Egypt, and Angola through the US State Department's Financial Service Volunteer Corps (FSVC).  He represented the banking industry on the Private Company Council (PCC) of the Financial Accounting Standards Board where the PCC reviews proposed and existing generally accepted accounting principles and recommends changes to GAAP that accommodate the needs of privately held companies.

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