Speaker: Donna K Olheiser, AAP
Speaker Designation: VP of Education & Founder, Dynamic Mastership
Customer service, frontline, and operations staff struggle each day with the question – “What does my account holder want me to do…Stop this payment, return it, they revoked it, -- what are my next steps?” This training program will help find answers to these struggles. These are still the number one issues in the exception processing of ACH transactions on a daily basis. Specific rules identify how to handle stop payments and unauthorized or revoked transactions. This session will detail how to remain compliant with the NACHA Operating Rules.
Do you often wonder when to use a Stop Pay Form and when to use a Written Statement of Unauthorized Debit (WSUD)? This session will take on these questions and others. The webinar instructor will provide scenario examples such as your account holder saying they want you to stop payment, or if 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 are in compliance each time you help your account holder with their request(s). Learn what form to use and when and why? What questions and conversations should be taking place between the account holder and the customer service or frontline staff working with them?
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. This 90-minute session will definitely help clear things up on processing unauthorized, authorization revoked, and stop payments.
For consumers, understanding when to use a stop payment versus reporting an unauthorized transaction is crucial for protecting their finances and rights. Clear communication channels with financial institutions and prompt reporting of issues are essential practices. On the other hand, financial institutions must have robust policies and procedures in place to handle both stop payments and unauthorized transactions efficiently and comply with relevant regulations.
Donna founded Dynamic Mastership, LLC in December 2014 in an effort to utilize her 24+ years’ experience in the financial services industry, by sharing her passion for training financial institutions and organizations on the Rules and processes for electronic payments (with her specialty being ACH payments). She holds the Accredited ACH Professional (AAP) designation (achieved in 2004). Donna’s experience before founding Dynamic Mastership, includes 9 years' serving 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, Donna spent 14 years with the Federal Reserve Bank of Minneapolis in various departments, where she started her training career as the Training and Development Specialist in 2003.
Donna is a certified Master Trainer who continually uses her extensive knowledge, experience, enthusiasm and passion for transferring payment processing details, while using the adult learning theory is remarkable! Her training style has helped many payment professionals remain consistently informed of the NEW and ever-changing NACHA Operating Rules and explaining how the Rules apply when performing daily operational tasks including complex return and exception processing. She incorporates scenarios and examples in her detailed training, so the Rules are easy to comprehend and apply to real-life day-to-day ACH processing. Donna'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.
