Card Operations

Question 1

Give an example of 3 ways card ops use TSYS

Answer 1

1. Used to view and generate PANs and extend expiry dates on cards.
2. Used to investigate card declines using reasoning codes
3. To view credit card mispayments
4. Misuse use it to determine whether a transaction is genuine or misuse
5. When T24 is down, TS2 is used to determine whether a transaction is a credit or debit and card ops then manually apply this to the account

Question 2

What is TSYS/ TESIS/TS2

Answer 2

TSYS is a cards platform which gives all details you need about a card such as PAN, expiry dates, blocks and reason codes

Question 3

On TSYS you can see that a customers account is blocked due to a credit card mispayment. What happens next

Answer 3

Customer must make the minimum repayment and then wait 24 hours for the card to work again. Card ops can check how overdue the payment is and if it has been 24 hours since payment

Question 4

What can you expect to work on in the ‘General queue?’

Answer 4

This queue has tasks and queries raised through store, AD or other internal colleagues. There is a 24hr SLA to respond to these

Question 5

What can you expect when working on a DDS queue?

Answer 5

These are usually email requests from TMS about errors on a card such as the expiry on a card being too long. Card ops would fix this and get a new sent out

Question 6

Who is our cards supplier and what is the process for ordering cards?

Answer 6

GEMALTO is our card supplier and all stores must fill out and send in their card order request form to retail delivery by Thursday. If this is not done in time, retail delivery will chase stores up on Friday. Card ops play their part by cross referencing forms and processing the order via email.

Planned changes: forecast of average ended by each store and automatically ordered

Question 7

Explain the card production process

Answer 7

Usually in the morning, one person will print cards and send them out with a pin which is sent separately the next day or request cards to be sent out via T24. PB and St James cards can also be printed if someone from PB has arranged to collect them or if special instructions state- these can also be posted out.

Blocks 85 are placed on all cards which are sent out.

PB cards product code must be changed on T24 when requesting cards otherwise customer will be sent a blue card.

Question 8

Which teams do Card operations work closely with and how

Answer 8

RECS: ATM purge accounts balancing

PB: producing cards

Clearing: reversing locked amounts

Stores/ AD: card declines/ issuance/ PR’s

TMS: DDS email requests on card errors

Question 9

Describe process for reversing locked amounts

Answer 9

Customer must ask merchant to reverse the transaction and wait 42 hours for funds to return to account. If it has not been reversed, card ops need in writing an email stating that transaction has been attempted to be reversed and card ops will then apply the funds back the account.

Question 10

What part do Misuse play in Card Operations?

Answer 10

Misuse determine whether transactions debited on a customers account ( and has resulted in customer going into arrears) has been debited correctly or whether there has been a misuse.

TSYS is used to determine whether there has been a misuse by checking things like transaction ID’s.

If there has been a misuse- TMS do the charge backs

Question 11

What is the chargebacks cycle?

Answer 11

1. First presentment
2. Chargeback
3. 2nd presentment
4. Arbitration chargeback
5. Mediation
6. Arbitration case filing