This 90-minute information-filled session covers everything you need to know about Stop Payments and doing Extended Return Entries (a.k.a. Unauthorized Returns, Authorization Revoked and Improper Entries)
When should you use a Stop Payment form, when to use a WSUD (Written Statement of Unauthorized Debit) – and what needs to be on that form will be covered in this session.
Relying on the SEC Code when doing Returns is a big deal and will be addressed in this session – What is the SEC Code of the Entry you are Returning – will determine what Return Reason Code and the timeframe plus the paperwork needed or not.
This session will identify when to do what and why – plus scenarios to help apply the rules and processes discussed throughout the session.
A “must-attend” session!
Why Should You Attend / Learning Objectives:
Areas Covered in the Session:
Who Will Benefit:
What You Get:
Customer service and operations staff struggle each day with the question – “What does my account holder want me to do…Stop this payment, I never authorized this, return it, they revoked it, -- what are my next steps?” This training program will help find answers to these struggles. The trainer will provide scenario examples of your account holder saying they want you to stop a payment, or they revoked it – why is their account being debited or they never authorized a payment that is already posted to their account. The NACHA Operating Rules have specifics for you to follow to be sure you comply with the Rules each time you help your account holder with their request(s).
Key points illustrated in the program in the form of case studies will assist customer service and front-line staff as well as identify details for operations staff.
Donna K. Olheiser,
Donna K Olheiser, AAP, is the vice president of Education Services and founder of Dynamic Mastership, LLC. She is an enthusiastic and energetic Certified Master Trainer with over 14 years’ training experience. She has designed and facilitated over 100 training sessions each year with her expertise being the rules for companies and financial institutions when processing electronic (specifically ACH) payments, then scheduling the events to facilitate and deliver the material through a variety of venues (webinars, teleseminars, in-person workshops, including regional and national conferences).
Her extensive knowledge, enthusiasm and passion for transferring payment processing knowledge using the adult learning theory is remarkable and has helped many payment professionals perform daily operational tasks including exception processing while remaining compliant with the NACHA Operating Rules. She uses scenarios and examples to bring the learning home, easy to comprehend and apply to real-life day-to-day ACH processing. Ms. Olheiser’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.
Ms. Olheiser is also an experienced project manager managing education programs for organizations processing electronic payments and developing personalized training programs for financial institutions.
She has over 24 years of experience in the financial services industry which includes 9 years’ experience 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, Ms. Olheiser spent 14 years in various departments with the Federal Reserve Bank of Minneapolis and also holds the Accredited ACH Professional (AAP) designation (achieved in 2004).