GENERAL ACH
5 pick up windows or times ACH is picked up and processed (not SDS)
What is: 10:00AM, 12:45PM, 3:45PM, 6:00PM and 8:00PM
If the client wants to return an ACH credit that posted to their account, you pull up EFT1, note these words in the case and assign it to _ _
What is: Credit Refused by Beneficiary and assign it to Late Returns
You need to know if a client is prefunding. Provide the steps in EFT1.
What is: Go to WSPS, enter the beneficiary account number and dollar amount, select the transaction S and type DETI, type CAI space over DETN and enter, look down on bottom right under column 3 for a P
Thanksgiving is November 27th, can the client make an ACH payment in ITR or import an ACH file in ITR or via direct transmission with the effective date of 11272025?
What is: No, that is not a valid effective date. It needs to be 11262025 or 11282025.
Name the 3 statuses for successful ACH payments done in ITR
What is: Entered, Approved, Submitted to Bank
Personal customer says "my employer sent my payroll and I didn't get it": name screen(s) to look for it
What is: IVCS F2 and EFT1
For these types of ACH transactions, how long is this eligible for a return:
CCD/CTX
PPD/TEL/WEB
What is:
CCD/CTX = 24 hours from the effective date
PPD/TEL/WEB - 60 business days from the effective date
See the example of EFT1 - today is 11-5-25 and they are asking to do a reversal - what is the first and last day you could do a reversal?
What is: 11-5-25 is the first day (even though it hasn't distributed you can still assign for a reversal) and 11-14-25 is the last day (5 business days from the settlement date)
You see the client sent a payment with the SDS ACH CO ID approved today at 12:40PM with tomorrow's effective date. When will the beneficiaries receive their credits?
What is: Tomorrow afternoon sometime before 5:00PM CST
Client says "I can't enter/save beneficiaries in my wire template" - how do you identify the problem.
What is: go to itreasury permissions under #2 - Set Permissions - Payments - under Assign Payment Permissions - admin needs to uncheck boxes:
Must select beneficiaries from Contact Center for: Payments and Templates
Client says "I have this amount posted to my account and it says "Return Settle Return". Direct them to find information on this.
What is: ITreasury - Special Reports - ACHR
See example of EFT1 screen - If they are disputing this transaction would it be a Return or Reversal
What is: Reversal - it is an outgoing transaction originated in ITR by our customer
See Example of EFT1 screen - how was this ACH payment originated and how did you identify that
What is: Direct Transmission - by looking at the POINT
If client approves a regular (not SDS) ACH Payment on Wednesday 11-26-25 at 5:00PM effective for 11-26-25, with Thursday 11-27-25 being a holiday, when will Regions customers and foreign bank customers see the payment available?
What is: Regions customers will post that night 11-26-25. Foreign bank customers will have it available on Friday morning 11-28-25 because ACH is not same day and FED will change the effective date.
What is: Under #2 Set Permissions, need to add Payment Types for ACH, then Payment Permissions (expand all) for ACH tab. Under #3 Assign Accounts, need to add ACH Originators for the accounts and payment types
Your client is not prefunding so they have an ACH Risk Limit. Name 2 places you can find the Risk Limits.
What is: The Pepmaster List and both you can the client can go to ITR, Reporting, Special Reports, ACHS which is ACH Start of Day and this will not only give them the limits but also how much they have used and have available left to use
See example of EFT1 screen - If they are disputing this transaction is this a Return or Reversal
What is: Return - this is an incoming transaction posted to a Regions customer's account
See example from EFT1 - client says "HR received email from Conner's company and another worker went in and changed routing number and account number and so we sent this payment and it's fraud - can we get it back" - explain what needs to be done
What is: Get the beneficiary information on the account number where the payment was sent and dollar amount (if sent in ITR use payment list), bring that up in EFT1, verify it was sent out from TMS or direct transmission, not OLB, escalate to BIR High Priority and follow those procedures in KB
See example from EFT1 - - did that ACH Payment process
What is: No, it's suspended
Provide the steps to assist a client pull the payment details with beneficiaries originated in ITR back on March 18th 2025
What is: Go to Payments/Payment Management, on top right under date and time is drop down arrow, click that and choose All Payments ACH, using the Filter on the left, select fields, choose Effective Date, click on calendar box, custom range, search a date range, click dates and apply, then apply again, click on View to open/print/export the payment information
You and the client see "NOC": this means ___ __ ___ , the amount is $-.--, and direct them to where to find information about an NOC
What is: Notice of Change, Zero dollar amount, and first place to look is in ITR, Reporting, Special Reports, ACHR, ACMR or ACDR
From the IVCS example - can you return the transactions that are highlighted and why or why not
What is: No, because they are settlement transactions for ACH payments the client originated
From the EFT1 example, provide the RT and bank name it's going to and the ACH Trace#
What is:
065301948 BANKPLUS 800-811-7587
Trace #062000010352275
Associate is calling regarding the above suspended payment, find the suspension email and find the payment or payments that make up that total on the email.
What is: Go to the CSG Internal In Box to ACH Suspension Emails, and look on the Payment List in ITR - add these 2 together $4,856,216.52 and $819,116.92 = $5,675,333.44 to match the email total
Caller wants to know if they can send Same Day ACH - how do you identify that and what are 2 pick up times?
What is: Go to the permissions for the SYS Admin under #3 ACH originators and look for SDS. You can also shadow the SYS Admin and create a new payment to look at the originator CO ID's for SDS
Pick up times are 10:00AM, 11:30AM CST and 1:30PM CST