GSA SmartPay 2009 Conference. Fundamentals for Success

Transcription

1 GSA SmartPay 2009 Conference Fundamentals for Success 1

2 Fundamentals for Success Session Objectives Understand the roles, responsibilities of A/OPCs and JPMorgan Chase Understand resources available to A/OPCs 2

3 I Want to Know More About How long have you been an Agency Program Coordinator? What specific area do you want to learn more about? What are some of the frequently asked questions you have heard from your employees regarding the credit card program? 3

4 Fundamentals for Success - Agenda JPMorgan Chase role A/OPC role Credit card basics Customer service functions Reporting options Success factors Questions 4

5 Roles and Responsibilities - JPMorgan Chase Pay merchants for charge card transactions Establish cardholder accounts Issue cards Provide Electronic Access System (EAS) - PaymentNet Provide monthly statements and invoices Provide reports Provide 24/7 customer service 5

6 Roles and Responsibilities A/OPCs Manage the program in partnership with a JPMC Task Order Manager Authorize and submit hierarchy, account information, etc. to JPMC Perform ongoing program maintenance Develop internal cardholder manuals Conduct cardholder training 6

7 Roles and Responsibilities A/OPC Enforce program policies and procedures Coordinate distribution of data and/or hard copy reports Coordinate program roll-out and growth Serve as the primary point of contact for cardholder questions Communicate! 7

8 Credit Card Basics Available Cardholder Authorization Controls Cycle spending limit Dollars per transaction Transactions per cycle Transactions and/or dollars per day Merchant category code groups (MCCGs) Preferred supplier listing Variable period limit Declining balance limit 8

9 Credit Card Basics Transaction Flow Diagram JPMC issues card Organization distributes Federal Cards to their employees Employees provide card or account number to merchant for payment Merchant inputs or scans the card number, expiration date and $ amount for approval Merchant or Acquiring Bank LIMITS* Corporate Credit Limit & Cardholder Limits: Single Purchase Limit Dollar Amount per Day Cycle Spending Limit # of Authorizations per Day #of Transactions per cycle Merchant Category Code Group MasterCard/Visa network carries the data to the processor, Total System (TSYS) TSYS checks the customer database and returns authorization or decline *Cardholder limits will refresh based upon a designated cycle date or payment. 9

10 Credit Card Basics Transaction Detail Level 1 merchant name purchase date total purchase amount merchant category code Level 2 sales tax amount point of sale code Level 3 item quantities, unit of measure, item pricing product codes, description ship to zip freight amount, duty amount 10

11 Credit Card Basics Level of Transaction Detail Three levels of data may be provided by merchants: Designed to enable end users to better monitor and report spending on cards All suppliers can provide Level I data Suppliers decide whether to update their systems to provide more enhanced data levels Data provided by your suppliers flows with the card transaction to your reporting package (EAS) 11

12 Credit Card Basics Accounting Allocation Assign default obligation codes to the card Use software tables to decide" the proper account Give cardholders the option to code transactions POS codes Information Flow: Card Vendor Data File G/L Translate Software 12

13 JPMC Customer Service Dedicated Federal Card Customer Service teams Access to toll-free numbers phone fax 3 Shifts-24 hours a day, 7 days week 13

14 JPMC Customer Service - Service Delivery Functions Process cardholder and A/OPC phone inquiries Analyze and review decline reasons on accounts Maintain close contact with Task Order Managers Each representative takes ownership in completing each task Quality Control Checks Perform telephone audits Customer satisfaction survey Telephone service levels Access to Call Center representatives Customer impact errors 14

15 JPMC Customer Service Handling Disputes Dispute occurs when a cardholder does not recognize or agree with a charge on their account Cardholder should attempt to resolve with merchant Dispute within 90 days of transaction date Dispute team works with merchant to provide additional information Account balance adjusted based on outcome 15

16 JPMC Customer Service Handling Disputes Online Disputes Contact the JPMorgan Chase Federal Card Services Dispute Unit There are a variety of ways to contact Disputes: Phone Fax CCS-Disputes@chase.com Mail dispute form to: P O Box 2015 IL Elgin, Illinois

17 JPMC Customer Service Fraud Detection Criteria for queues are based on current fraud trends and are evaluated on a continuous basis Queues can be defined for specific fraud types, MCC s, dollar amounts, states, countries, specific merchants, etc. Queues are populated when an authorization meets pre-defined criteria 17

18 JPMC Customer Service Fraud Detection Detection cases are reviewed by security representative Accounts are analyzed by representatives reviewing previous history on the account, spending patterns, current transactions, etc. Accounts may be placed in a referral status until activity can be verified Cardholder is contacted to discuss suspicious activity A/OPC is contacted if the cardholder can t be contacted 18

19 JPMC Customer Service Voice Response Unit How do your Cardholders reach the Voice Response Unit? (VRU): Dial toll free number and follow the prompts Cardholders Can Self-Service (Central Bill/Individual Bill) Balance information Available Credit Limit Payments (Individual Bill Only) Posted transactions since last statement Most recent statement transactions Last and Next Payment data (Individual Bill Only) 19

20 JPMC Customer Service Program Support Call Center Indirect Customer Service Disputes Security/Fraud Collections (Individual Bill) Billing & Settlement (Central Bill) Clerical Support Quality and Audit Technical Support 20

21 Report Options JPMorgan Chase offers an extensive repertoire of reports including but not limited to: Statement of Account Account Listing Card Management Report Account Cash Advance Suspension / Cancellation Reports Account Transaction Detail Transaction Dispute Merchant Analysis 21

22 Reconciling Centrally Billed Accounts Tools to use to ensure you re are in balance with JPMorgan Chase Invoice and Corporate Billing Statement Transaction Reports Electronic Mappers Electronic Reconciliation Files Billing Unit Assistance 22

23 Reporting Options Payment Options Electronic Funds Transfer (EFT) Voice Response Unit (VRU) payments Checks via mail Online Payments 23

24 Federal Card Success Factors Senior management buy-in Team approach Set clear goals and objectives Benchmark to follow best practices Policies, procedures and training Communicate and reward success Work with your National A/OPC and JPMC Task Order Manager to implement Best Practices and Unique Applications 24

25 Thank you! 25