EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 1

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2 This guide is designed to assist you, a Corporate Card Programme Administrator, to keep your Bank of America Merrill Lynch Corporate Card programme running smoothly. Please ensure that a copy of this guide is available within your organisation, and is shared with the relevant people supporting your card programme. Contents 1. How to Contact Bank of America Merrill Lynch 2 Programme Administrator Contact Details Technical Help Desk Contact Details Cardholder and Card Activation Contact Details Correspondence Addresses 2. Servicing 3 Cardholders Programme Administrators Cardholder Emergencies 3. Cards and Cardholders 4 Activation Cardholder Activation Codes Online PIN Check PIN Management Card Security and Your PIN Lost or Stolen Cards Cardholder Spending Controls and Alerts Cardholder Language Codes Cardholder Online Statements Refunds for Cards in Credit 4. Making Payments 5 Payment Processing Times 5. Insurance and Assistance 6 Plan Administrator Auto Rental Collision Loss Damage and Lost Luggage Insurance Travel Accident Insurance 6. Using the Global Reporting and Account Management Tool 6 Getting Access to the Online Tool Logging in to the Online Tool Password Rules Password Security Question Dual Authentication Why is my User ID Locked? What Should I Do if I Forget my Password? How to View/Download Your Statement How to View Transactional Activity EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 1

3 1. How to contact Bank of America Merrill Lynch Programme Administrator Contact Details A dedicated supports Programme Administrators with any queries about their company programme, the Global Reporting and Account Management tool, and file delivery processes. Any additional training on the online tool should be requested through this team. To help protect our Clients and the disclosure of sensitive company information, Programme Administrators will be asked at the beginning of each call to provide their password and may be asked to answer additional verification questions. Client Servicing U.K. Support Team 08:00 to 18:00 U.K. Time Monday through Friday U.S. Support Team 18:00 to 02:00 U.K. Time Monday through Friday The and telephone contact details for your Dedicated Service Director will be provided to you directly. For out of hours support, please call International Direct Dial +44 (0) (Select Option 3). The plus (+) sign represents the international dialing code from your location (in most countries 00) These contact details are for Programme Administrators only, and should not be shared with cardholders for general enquiries. Support is available in English, French, German, Italian and Spanish. Cardholder and Card Activation Contact Details Cardholders should call the numbers below to speak to a servicing representative for support. These numbers also appear on the reverse of the card, on statements and other collateral. Outside of these operating hours, cardholders can call to obtain details on balances, credit limits, available credit, payments due, recent transactions, and to make debit card payments via our automated system. Cardholder Support 24 hours a day Monday through Friday (Enquiries for Lost/Stolen Cards and Cardholder Emergencies are supported 24/7) International Free phone Or International Direct Dial +44 (0) Support is available in English, French, German, Italian and Spanish. Correspondence Address If you need to write to us, please use the following address: Programme Administration Bank of America N.A. Commercial Card Servicing Manager 26 Elmfield Road Bromley Kent BR1 1WA United Kingdom Cardholder Servicing Bank of America N.A. Commercial Card PO Box 3777 Chester Business Park Chester CH1 9YE United Kingdom EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 2

4 2. Servicing Self-Service Transactions Ordering new or replacement cards (Please refer to page 6 for lost or stolen cards) Changing credit limits on cards Card closures Viewing the last 13 statements Maintaining cardholder information Reviewing the last 30 days of authorization activity These activities can be completed online using the Global Reporting and Account Management tool Cardholders Card Activation Lost/stolen cards Available credit, outstanding balances, enquiries related to payments and transactions Declined transactions New or reissued cards not received Unauthorised or disputed transactions Cardholder Servicing International Free phone Or International Direct Dial +44 (0) Programme Administrators Adding/amending/deleting Programme Administrators Queries concerning payments Lost and stolen cards Company credit limit amendments Company name change Setting up or cancelling direct debits Credit balance refunds Global Reporting and Account Management queries Client Fulfillment Contact your Dedicated Service Director Cardholder Emergencies Europe Card Services can provide services that assist your cardholders if they are stranded whilst travelling. Emergency Card issuance or Emergency Cash is available to any cardholders with lost or stolen cards whilst travelling. Please call Europe Card Services in this situation. EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 3

5 3. Cards and Cardholders Activation Each cardholder must activate their own card using the automated activation system via the Cardholder Servicing telephone number. If you have selected bulk activation, the cards will be activated once you have confirmed receipt. Cardholder Passwords During the onboarding process, each cardholder must be assigned a password. This password will be required by the cardholder to activate their card, and will be required when the cardholder calls the automated telephone service to obtain their account details in future. Cardholder Payments Depending on your card programme type, cardholders may be required to make a payment to the Bank. To make this as simple as possible, there are a variety of ways this can be done: Debit cards Direct debit Internet or Telephone Banking Cardholders can make a payment using any Maestro branded debit card, or any Visa debit card issued by a U.K. Bank (and European debit cards). Cardholders should call Europe Card Services and follow the prompts. Payments are debited from the cardholder s bank account, and credited to their card account on the same day (if payment made before U.K. time) Regularly scheduled payments can be deducted from any Euro denominated cardholder bank account via the SEPA clearing. Local currency direct debits are also available in Denmark, Norway, Sweden, Switzerland and the U.K. If a new direct debit service is required, please call Europe Card Services and request a mandate. Cardholders in the following countries can make a payment to the Bank using their Internet or telephone banking: Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland and the U.K. The account numbers to be used are shown below in section 5. Lost or Stolen Cards Cards for new cardholders should be ordered using the Account Manager function within the online tool. If a card has been lost or stolen, it is critical that the cardholder calls Europe Card Services to order a new card. Alternatively, a Programme Administrator can refer a lost/stolen card enquiry to the Company Level Support team. This ensures that the old card has been cancelled correctly, reducing the possibility of fraudulent transactions taking place. Cardholder Spending Controls and Alerts Spending alerts can be applied at both a card or merchant level, to provide reporting on spend activity within your company. Cardholder Language Codes Cardholders can select from English, French, German, Italian and Spanish. This is specified when their initial card requests are sent to the Bank. This code will determine the language of the statement, PIN advice and card details that are sent to the cardholder. If a cardholder wishes to change their language parameters, they should call Europe Card Services. EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 4

6 Online PIN Check and PIN Management The Bank of America Merrill Lynch cards are equipped with the latest chip technology to reduce fraud risk. Online PIN Check A cardholder can view their PIN securely online, by visiting After registering, the PIN can be accessed quickly and securely wherever and whenever is convenient for the cardholder. If a cardholder attempts to use their card in a point of sale (POS) terminal, and the terminal screen reads PIN locked, this indicates that the PIN has been locked and the card cannot be used. If a cardholder in the U.K. has blocked their PIN, they can use any ATM to unblock their card, provided they can remember the correct PIN. Please advise the cardholder to call us before visiting the ATM to unlock their PIN. Refunds for Cards in Credit Requests for credit balance refunds must be made by the Programme Administrator to the Company Level Support team. 4. Making Payments To make a payment, please use the following account details for our clients: Country Currency Sort Code Account SWIFT/BIC IBAN United Kingdom GBP BOFAGB22 GB18BOFA Belgium EUR Not required BOFABE3X BE France EUR BOFAFRPP FR Germany EUR BOFADEFX DE Ireland EUR BOFAIE3X IE03BOFA Italy EUR IT91U BOFAIT2X IT91U Netherlands EUR Not required BOFANLNX NL66BOFA Spain EUR BOFAES2X ES Switzerland CHF BOFACH2X CH Portugal EUR Not Required BESCPTPL PT Finland EUR Not Required ESSEFIHX FI Greece EUR GR BOFAGR2X GR Denmark DKK Not Required ESSEDKKK DK Norway NOK Not Required ESSENOKX NO Sweden (High SEK Not Required ESSESESS SE Value) Sweden (Low SEK Not Required BankGiro Value/ACH) Poland PLN Not Required DABAPLPW PL EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 5

7 When making a payment, please ensure that the full credit card number (or corporate account number for corporately billed programmes) is provided as a reference. Failure to provide this information may lead to a delay in applying the payment, or the payment being returned. Payment Processing Times Payments sent to the Bank will be credited to cardholder and company accounts within one business day after the payment is received into one of the above accounts. 5. Insurance and Assistance Travel Insurance All questions on insurance and assistance, or regarding an insurance claim, should be directed to our services provider, Aspire Insurance Advisers Limited. The Company Level Support or Europe Card Services teams are unable to respond to queries relating to claims. The insurance and assistance services are provided free of charge to all cardholders as a secondary policy, and copies of the policy documents are available if required. If a cardholder experiences travel delays or an accident occurs, they should contact the Assistance Service Provider immediately at +44 (0) Should you require a certificate of insurance to support a visa application, please contact Aspire Insurance Advisers directly on +44 (0) Cardholder Misuse Protection This insurance policy is intended to protect your organisation against deliberate misuse of a card by an employee. If you wish to make a claim, please contact ISOS at +44 (0) Using the Global Reporting and Account Management Tool To improve the efficiency of your card programme management, the online tool allows you to order new cards, maintain cardholder information and authorisation controls, request replacement cards, and view authorisation information online and in real time. Online statements and a suite of reports are also available to you to monitor and review the spend on your programme. Programme Administrators can use the online tool to: Add new cardholders Maintain cardholder account information (e.g.: credit limits) Close cards View an electronic copy of your corporate and cardholder statements Access management information reports Monitor spending and identify account-/merchant-related exceptions Generate HMRC approved electronic invoices for UK Purchase Card merchants To access the online tool, please log onto: Getting Access to the Online Tool EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 6

8 Your Implementation Consultant will provide initial Programme Administrator system access as part of the implementation process. As a Programme Administrator user, you have the ability to add additional users to the system. Logging in to the Online Tool Launch your browser, enter in the address bar. Enter your User ID and Password. Please note that these are case sensitive. On first login, you will be prompted to o Set a new password o Set a security question to aid any future password resets o Set dual authentication security questions Password Rules The password rules are as follows: Must contain a combination of letters and numbers Must be at least eight characters in length At least two of the characters must be numeric Cannot be the same as your User ID Cannot contain spaces Password Security Question The security question is set to aid automated password resets should you forget your password in the future. It is important to remember which question you select in case you need to reset it. Dual Authentication For added security, the Global Reporting and Account Management tool offers a secondary authentication process Dual Authentication that requires you to respond to a challenge question in addition to entering a User ID and password when you log in. There are six challenge questions available and you must select and respond to three of those six questions. The Challenge Question Responses must comply with the following rules: Responses must be at least four characters in length Allowable characters are alphanumeric (A Z, a z), numeric (0 9), and the space character No punctuation or special characters are allowed A response may not contain more than two identical characters in a row A given response may not be used for more than one question Select the challenge questions, enter and confirm the responses and click Save. Responses are not case sensitive. For example, the responses smith and SMITH are equivalent. If you enter an incorrect response, your next attempt to log in will be authenticated using the same challenge question. The system does not cycle through your challenge questions; therefore, it is important that you remember all of your responses. If you fail authentication six times, your User ID is locked, and you must contact the Company Level Support to unlock your User ID. Once the lock is cleared, you will have to specify challenge questions and responses again. Challenge questions are not related to the Security Question used to reset a forgotten password. Why is my User ID Locked? Your user profile may be locked if: After 90 days without a login, a user profile is locked (Inactive) EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 7

9 After six unsuccessful login attempts, a user profile is locked (Locked Invalid Password) After six unsuccessful authentication attempts, a user profile is locked (Locked Invalid Challenge Response) Contact the Company Level Support to unlock your User ID. What Should I Do if I Forget my Password? In order to reset your password, you should have already set up your security question and answer in your user profile. This enables the system to verify that it s you requesting help to log in. On the Login page, click Forgot your password. The Forgot your password? screen opens. In the Password Reset section, enter the required information. Enter your User ID. Select your Security Question from the dropdown options. Enter your Security Answer (as you entered it in your user profile). Click Submit. You will receive a temporary password in an message. This is a one-time password, which allows you to log in and define a new password. Return to the Login page. Enter your User ID and the temporary password. You will be prompted to answer a Dual Authentication challenge question. After successfully answering your question, you will be prompted to enter a new password. How to View/Download Your Statement Electronic statements are generated for each account at the end of the statement cycle. The electronic statement (in Adobe PDF format) will be loaded into the online tool within two days of the end of the cycle. The system will store the last 13 statements. It is possible to configure the system to send an notification to your cardholders once the statement is available to view. To set up these notifications: Log in to the online tool, then navigate to the Company menu. Select Company Configuration, then Company Site Configuration. In the Programme Settings section, against Allow Notification for Online Statements, select Yes from the dropdown list. You can access your statements within the online tool in one of two ways: 1. From the Home screen, the Inbox contains a section entitled Account Statements. This section will show the most recent statements (up to five), with a link to view more. Click on the statement name hyperlink to open or save the PDF file. EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 8

10 2. From the Account Activity menu, select Account Statements. The Account Statements screen will show up to 13 statements. Click on the Description to open or save the PDF file. How to View Transactional Activity The Global Reporting and Account Management tool enables you to view transactional activity as far back as three years and as recently as the last posting day. Data loads into the online tool on a daily batched basis; transactions charged to accounts one evening are available for viewing in the system the following day. To search for transactions: From the Financial menu, select Account Summary. Using the Search Reporting Structure screen, select the cardholder account that you would like to view. Click on the Company Quick Link to view all cardholders. In the Search Criteria section, specify the date range to search by: o The system will default to a period corresponding to the last 30 posting days. o You can search by Posting Date or Transaction Date using the date picker. If you wish to filter to identify specific transactions, click Advanced Search to display filters that you can use to refine your search. o For fast visibility to Cash transactions (ATM, over the counter cash etc), use the Transaction Category CASH ADVANCES to narrow your search. Click Search to display a list of transactions. Transaction Summary Information EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 9

11 Detail This icon identifies the transaction type. Click these icons to access more detailed information about the transaction. Merchant Transaction a transaction originating from a merchant. Adjustment a payment or fee applied directly to the account. Posting Date the date on which the transaction was charged to the account by Bank of America Merrill Lynch. Transaction Date the date on which the transaction occurred. Description This is the merchant name and location. Click the name to see merchant details. Transaction Amount This is the amount in the billing currency of the Card. If the merchant/original currency was different, the foreign currency code and amount will appear in italics underneath the billed amount. Additional Information This icon identifies the presence of enhanced data (e.g. passenger and booking information for a flight where passed by the merchant). Click icon to see the additional information (addenda). The most common addenda types are as follows: Passenger Transport Traveller, ticket and/or routing information; Lodging Hotel folio data (limited and rare from properties outside of North America); Vehicle Rental Booking information (limited and rare from locations outside of North America). User Management To change a user s information From the User menu, select User Summary. The User Summary screen appears. Search for the user that you need to modify. Under Search Results, click the User ID that you need to modify. The User Information screen opens. Modify the user information as needed. Click Save To reset a user s password From the User menu, select User Summary. The User Summary screen appears. Search for the user or users whose password you need to reset. In the Search Results section, place a check in the Select column by the user who needs a new password. You can select more than one user. Click New Password. For security reasons, you cannot enter a new password for a user. The system generates a temporary password and sends it directly to the user, using the address in the user s profile. The temporary password is valid for 24 hours. EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 10

12 To unlock a user profile From the User menu, select User Summary. The User Summary screen appears. Search for the user. In the Search Results, the Status column indicates why the profile is locked: o Active (Not locked) o Inactive o Locked Invalid Challenge Response o Locked Invalid Password In the Search Results section, click the User ID. The User Information screen opens. In the User Information section, in the Status Code field, select Active. Click Save. Resetting locked status after dual authentication failure Display the user in the User Information screen. Select the user. Click Clear Dual Authentication Lock. The system clears the lock, clears the user s challenges and responses, and sends an to the user informing them that their User ID is unlocked. The next time they log in, they will be required to specify new authentication challenge questions and responses. Resetting locked status after failed security question When a user clicks the Forgot Password option on the login page, a screen appears to the user informing them that their User ID is unlocked. The next time they log in, they will be required to specify new authentication challenge questions and responses. If they fail to answer the security question after six attempts, the User ID is locked; to reset the user, follow the instructions below: Set the Status Code back to Active, then click Save. Select the Clear Security Question checkbox, then click New Password. The user receives a temporary password via , and during the login with the temporary password is prompted to reselect a security question/answer. "Bank of America Merrill Lynch" is the marketing name for the global banking and global markets businesses of Bank of America Corporation. Lending, derivatives and other commercial banking activities are performed globally by banking affiliates of Bank of America Corporation, including Bank of America, N.A., member FDIC. Securities, strategic advisory, and other investment banking activities are performed globally by investment banking affiliates of Bank of America Corporation ("Investment Banking Affiliates"), including, in the United States, Merrill Lynch, Pierce, Fenner & Smith Incorporated and Merrill Lynch Professional Clearing Corp., both of which are registered broker-dealers and members of SIPC, and, in other jurisdictions, by locally registered entities. Merrill Lynch, Pierce, Fenner & Smith Incorporated and Merrill Lynch Professional Clearing Corp. are registered as futures commission merchants with the CFTC and are members of the NFA. Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured * May Lose Value * Are Not Bank Guaranteed. EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 11

13 2015 Bank of America Corporation. EMEA CORPORATE CARD, PROGRAMME ADMINISTRATOR GUIDE 12