ACH Fraud Control allows clients to block of filter incoming ACH (Automated Clearing House) transactions and prevent unauthorized ACH transactions on their accounts. This service provides a great degree of flexibility by either allowing or blocking entries from all or specific entities.

When you discuss the ACH Fraud Control service, do the following: 

1. Discuss Features and Benefits

   In order to feel comfortable selling products or services or even referring individuals to CCB, it helps to know what the product or service is (feature) and how it helps individuals (benefits). Below are the features and benefits of ACH Fraud Control.

   Features

   • Block or filter incoming ACH transactions - debits
   • Filter up to 3 ACH company names per account
   • Block entire company or over a certain dollar amount

   
   

   Benefits

   • Clients decide which companies are allowed to debit the account
   • Prevents fraudulent activity
   • Guarantee non-payment of unauthorized payments presented

2. Identify Opportunities

   Always be on the lookout for businesses who may benefit from ACH Fraud Control. Below are examples of prospective clients.
   
   

   • Businesses that have experienced fraudulent ACH items on their account
   • Clients who would like to reduce the risk of electronic fraud
   • Businesses that want to limit the amount a specific company can electronically withdraw
   • Business clients who need to block specific companies from withdrawing from their account

3. Discover Client Needs

   Before you recommend a product or service to a client, prospect, or friend, it only makes sense to recommend things they might actually need or like. This is why it's important to ask questions that help us gain insight about an individual's banking preferences.

   
   

   Sales Associates

   To identify the Treasury Management product for each prospect based on his or her needs, you need to ask qualifying questions and listen to verbal clues. Below are examples of qualifying questions and clues:

   • Have you experienced any fraudulent activity on your bank account?
   • Have you ever had anyone take money out of your account against your wishes and wanted to prevent that from happening in the future?
   • Do you want to reduce the risk of electronic fraud to your account?
   • Do you want to prevent certain companies from debiting your account electronically?

   
   

   Some common statements you might hear from clients are:

   • "How do I stop these criminals from debiting my account again?"
   • "Someone made all of these fraudulent checks that I did not authorize."
   • "How do I reduce the risk of fraud on my account?" 

   
   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with the ACH Fraud Control service, but are working towards your Take it to 10 goals, do not focus on a specific product. Instead, ask if the prospect is interested in the services provided at CCB. To do this you might say:

   I work at Capital City Bank and we offer several products and services designed to meet your banking needs, including ACH Fraud Control. Would you be interested in learning more about this service with an associate of mine?

4. Recommend Products/Services

   When you have identified a need or learned about a prospect's banking preferences, you are ready to make recommendations that align with his or her goals.

   
   

   Sales Associates

   Below are examples of what you might say when recommending the ACH Fraud Control service after having used the qualifying questions.

   I recommend that you sign up for ACH Fraud Control, available through our Online Banking service. This service will help you prevent that company you mentioned from debiting your account. If you don't want to completely prevent them from debiting you account, but would only like for them to have the ability to debit a certain amount, we can also set it up to function in that way. does this sound like something you are interested in?

   
   

   Non-sales Associates (Take It to 10)

   If you are simply trying to make a referral to CCB, then you are recommending the bank, and even a specific banker. Below is an example of how you make this recommendation.

   I recommend Capital City Bank, not only because I work there, but also because it is a great place to bank. We are a strong, stable community bank with a variety of personal and business products and services. I would be happy to connect you with a friendly banker to help you with ACH Fraud Control. 

5. Handle Objections

   It is highly likely that once you make a product or service recommendation, you will receive objections. Before responding, keep the following points in mind:

   • Make sure you understand the question or objection
   • Be empathetic
   • Address the question or objection even if you can't change the product or service
   • Check with the prospect to make sure he or she accepts your response or explanation

   
   To respond to objections, use Feel, Felt, Found to structure your responses. Below are examples of objections and suggested ways of responding.

   
   

   Sales Associates

   Client Objection: "I think it might be best to close the account and open a new one."

   Feel: That is a possible solution. 

   Felt: Many clients have had the same thought.  

   Found: Closing the account is one suggestion, but not necessarily the most cost effective, closing the account will cost you more money and also take a great deal of time. If you get a new account, you will need to buy new checks, which will cost you more than $10. You will also have to spend time setting up any bill payments or ACH batches that you've already created. Don't you think the $10 is worth avoiding all of that and also preventing that company from debiting your account? 

   
   

   Non-sales Associates

   Client Objection: "I'm not sure I want to spend any money yet."

   Feel: I understand you may not be ready yet. 

   Felt: Most people like to compare a few places or get recommendations before doing something.

   Found: Most people I talk to find that Capital City Bank has all the bells and whistles of the big banks with a small community feel. You can always speak to one of our bankers who can tell you more about ACH Fraud Control with no strings attached. Would you like me to have one of them give you a call?

6. Ask for the Business

   If you did not receive an objection or have already come to an acceptable resolution with the client or prospect, you are ready to ask for the business. Asking for the business is how we move the sale forward. Below are some examples of what you might say to ask for the business.

   
   

   Sales Associates

   • May I start the ACH Fraud Control agreement for you now?  
   • Do you want to sign up for ACH Fraud Control now? 

   
   

   Non-sales Associates

   In the case of an associate who is making a referral for Take it to 10, you are trying to get the prospect to agree to meet with a banker about a need. Below are some examples of what you might say to do that.

   • May I get your contact information so I can have my friend, ___________, call you?
   • Can I get your name and number so I can have a Treasury Management representative call you about starting ACH Fraud Control? 
   • May I have a Treasury Management representative call you to help you find the best product for you?

7. Make a Referral

   If you are a sales associate or non-sales associate who cannot process an ACH Fraud Control request, but have identified someone who is interested in this service, remember to refer him or her to an associate who can help.

   
   Making referrals at Capital City Bank is as easy as A B C! Below is an example of the ABC method to making referrals. 

   
   

   Acknowledge or Ask questions about a need.

   What do you typically look for in a financial institution?

   
   

   Bridge with a transition statement highlighting how Capital City Bank can meet that need.

   I work at Capital City Bank and we have great products to help meet your financial needs. 

   
   

   Connect to a Capital City Banker that can help.

   Our Treasury Management representatives can help you find the best product/service for your needs. Would you like for me to have a banker contact you at a time that works for you?

8. Process the Sale

   To sign up for this service, you will need to sign an agreement. I will have a Treasury Management representative forward you this agreement to you. Is there anything else I can help you with today?

   Sales are processed in generally one of two ways:

   • The associate who can sell the product follows established policies and procedures to close the sale.  
   • An associate connects the person to a qualified banker using a Synapsys referral for ACH Fraud Control to be completed by the qualified associate.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.