(ON DEMAND) ACH for the Frontline

Email to Order the Recording + Free Digital Download

This course is designed for frontline staff or anyone who needs a "frontline" view of the electronic payment systems.  It is important for the frontline to understand that there is a difference between each payment type that a consumer uses.  Explore the flow, common issues, and special requests associated with each payment system and learn how to appropriately respond to everyday payments scenarios.  This webinar will address frequently experienced situations and help staff properly handle each, including steps to take and forms to have the consumer complete.  Attendees will receive a handbook to help them handle questions as the accountholder is on the phone or at the teller window inquiring about payments.

HIGHLIGHTS
Behind-the-scenes flow of check, card, and ACH transactions
Difference between card and ACH transactions
Regulations that allow consumers to dispute transactions and the liability that accompanies those disputes
Difference between handling stop payments and disputes for unauthorized transactions
The appropriate response to common consumer situations

TAKE-AWAY TOOLKIT
Guide to Frontline Payments Handbook
Employee training log
Quiz you can administer to measure staff learning and a separate answer key

This course is eligible for 1.8 AAP credits.
Attendance verification for CE credits provided upon request.

WHO SHOULD ATTEND? Customer service representatives, personal bankers, tellers, branch managers, and the training department.

ABOUT THE PRESENTER – Jen Kirk, EPCOR, Director, Industry Relations.  She has been with EPCOR since 2002, and has presented at several national conferences on subjects such as ACH risk, ACH enforcement, ACH relationships, government ACH payments, and preparing for the Accredited ACH Professional (AAP) exam. Jen has served as a member of the National ACH Association (NACHA) Rules and Operations Committee, Member Rules Review Panel, Electronic Check Council, and was co-chair of the National ACH Forum Education Committee.  Jen obtained her AAP in 2003, and received an MBA from Ohio University in 2008.