Petro- Customer Support Review Flashcards

Question

Use DENP531108 What was the last note on this account?

Answer 1

explore and Discuss

Answer 2

Explore and Discuss

Answer 3

* Wex Rejects * Petro pay funding and settlment issues * Individual transaction research * Batch research * Chockstone dispute

Answer 4

Site must have Beth Caldwell, Abby Crossley, Christina Kuzminski (Chrissy) ,or Nancy Trisket on the line in order to receive full card numbers and/or expiration dates. | What city is your corporate headquarters located? >> Warren <<

Answer 5

ABM Parking used to access their reporting from a system called Axway. That system has been migrated over to a new system called Globalscape. The URL they use to access Globalscape is: transfer.secureexchange.net. If the location is unable to access their Globalscape account, please open a Service Desk ticket (instructions on how to do this below). Provide the ticket # to the caller and let them know they will be contacted shortly with a resolution. ## Footnote https://hsclexicon.knowledgeowl.com/help/abm-parking-fka-ampco-globalscape

Answer 6

Card Release Information We can release up to THREE expiration dates to an Arco merchant each calendar day. Note: A calendar day is defined as the period from one midnight to the following midnight. For example: A merchant can receive three expiration dates on Tuesday and another three on Wednesday. The times of the requests do not matter as long as they are made on different calendar days. *Note: The limit is on expiration dates, NOT on account numbers. We can provide more than three account numbers as long as the merchant provides the last four digits of the card. ## Footnote Please note- in addition to verifying transaction information, we must obtain the anserw to the security question

Answer 7

Call history is important to see Current issues and past troubleshooting. This could inlcude items such as: * Escalation information * outages * transaction research * common communication troubleshooting * terminal troubleshooting * detailed documents of steps taken to resolve

Answer 8

UCID # Name of Person/Title Call back # Call type Detail PAR

Answer 9

Disputes Resolution

Answer 10

Risk's focus is to assess and minimize potential risk and protect Heartland Payment Systems (HPS) and its merchant base from financial loss. Additionally, HPS strives to stay abreast of ways to reduce potential risk or fraud and takes pride in effectively educating all parties on ways to do such. Once a fraud trend has been discovered, educational bulletins are distributed by use of the merchant statements and the HPS Website; also, training calls are made to targeted merchant groups. Risk identifies fraud in several ways such as: Reviewing/utilizing fraud monitoring tools (e.g. Fraud management, e-Connections Reports, Chargebacks, Retrievals, etc.). Reviewing/utilizing resources/reports of fraud trends (e.g. Resources: MATCH, Fraud Trends: Large Dollar Transactions, Excessive Authorizations, etc.)

Answer 11

The Change of Ownership Team is made up of New Account Specialists who are responsible for new MIDs tied to changes in legal entity. When a merchant changes both their legal name and federal tax ID (which we call a change of ownership/COO), Heartland requires a new MID. As of November 1st, 2013, there is no guarantee of margin credit or compensation for new COO applications. The HSC helps handle these requests internally, which allows our sales field to focus on building their portfolios and bringing in new margin.The NAS works with the merchant to complete the onboarding process at the HSC! Some examples of New Account Specialist responsibilities are: NAS will complete all components of the new application with the merchant and submit to the regional boarding teams, just like an RM would. NAS will perform margin analysis, review pricing, and suggest equipment when necessary. NAS helps determine new application vs. updated application based on information provided by the merchant.

Answer 12

The Portfolio Management Team is comprised of a team of client managers that serve to reduce year-over-year merchant and gross margin attrition across the Heartland merchant portfolio. They are aligned by sales regions to support the retention-related requests of existing merchants in those regions, and in the process identify additional margin-generating opportunities for our sales partners. The team is centrally-located in Jeffersonville. While client managers sit in Heartland's service center, the functional responsibilities of the client managers are more closely aligned to the sales organization. Here are just a few examples: Client managers are experienced in sales and account management, and/or have a background in the merchant services industry. Client managers are measured and incented on their ability to save merchants in their regional territories and hold margin in their portfolios. Client managers use various sales/account management techniques to save merchants, including value-selling, Heartland distinctions, "enrolling" sales processes, etc. Client managers do not troubleshoot terminals, or perform operations support. Retaining our customers once we've signed them is what Heartland strives to do on a daily basis, and it should be a priority for every Heartland employee. Every 1% decrease in merchant attrition equates to millions of dollars in saved revenue for the organization. Plus, the loss of a customer means lost opportunity for referrals and product deepening for the relationship manager who worked so diligently to WIN the business initially.

Answer 13

The goal of the Hardware Support Team is to work efficiently and effectively with the service center and outside vendors to have the equipment necessary to support our merchant and clients.

Answer 14

Explore and discuss