Market Presence EMP's vision is to be the leading electronic payments processing company in the emerging markets of Africa and the Middle East. EMP's mission is to be at the forefront of the region's electronic payments evolution by partnering with financial institutions, retailers and governments to provide innovative payments solutions through the provision of premium, secure and trusted electronic payments processing services. the region s leading payments company
BACKGROUND The Emerging Markets Payments Group was established to deliver world-class electronic payments services to banks, retailers, governments and consumer finance institutions across the Middle East and Africa. Globally, a significant shift is taking place as societies move away from cashbased economies to greater use of electronic payments, a trend that is emphasised in the emerging markets of Africa and the Middle East. This trend offers significant opportunities for all stakeholders, from banks, retailers and card associations through to the end consumer. The EMP Group is committed to remaining at the forefront of this revolution by creating a payments platform that drives card penetration and other payment types in these emerging markets. The Group is majority owned by leading emerging markets private equity house, Actis. The EMP Group concluded its first acquisition (MSCC, based in Egypt) in July 2010 and its second acquisition (Visa Jordan Card Services, based in Jordan) in August 2011. Its third acquisition (ACET Processing, based in South Africa) was concluded in February 2012. EMP Group now serves more than 130 banks and 30,000 retailers and other merchants across 45 countries in Africa and the Middle East and offers the full range of card schemes, including Visa, MasterCard, American Express, Diners Club and UnionPay, and can address all payments channels, including card, mobile and internet. The EMP Group is a trusted partner that operates to the highest standards of integrity and corporate conduct. All investment decisions and operating activities are underpinned by clear and explicit principles. The leadership team has established a strong culture of ethical business practice and the Group commits itself to the highest standards of compliance, governance, transparency and accountability. Background B A C K G R O U N D 4
SERVICES ecommerce Contactless Money Transfer Internet Banking Bill Payments Mobile Banking Mobile Payments Mobile Wallet 24x7 Multilingual Call Center Inter-banking Activity Reporting Advisory Service Analytics Chargebacks IVR Channels Acquiring Collections Instant Issuance Card Personalization Initial Support Card Hosting & Txn Management Loyalty Rewards Value Added Services ATM driving & processing Installments e-statements SMS Notifications e-pins Dynamic Currency Conversion Verified by Visa MasterCard Secure Code Fraud Analyser Fraud Prevention Center Collection Center Islamic Sharia Compliant Products Financial Payments Solutions Initial Support EMP uses professional project management disciplines to ensure that it on-boards new Clients smoothly and efficiently. EMP assists the Client throughout the process, providing consultancy and support. For a Client that is implementing its first card program, EMP will help in dealing with the card scheme. For a Client that is migrating an existing card program, EMP will collaborate with existing service providers to ensure a smooth transfer. In either case, EMP will work with the Client to achieve all necessary certifications. Comprehensive training of the Client's employees in the operation of the new system is a major component of the Initial Support service. Card Procurement and Personalisation To assist Clients in launching card programs as quickly as possible, EMP has a framework agreement in place with several internationally recognised card suppliers. EMP operates its own state-of-the-art card personalisation centre, which is certified by Visa and MasterCard, to personalise both magnetic stripe and EMV cards and has also established arrangements with several of the leading card personalisation centres across Africa and the Middle East. Alternatively, EMP is able to support the Client's preferred supplier Services 6
Issuer Processing All card types are supported, including: - Credit (including Classic, Gold, Platinum etc.) - Debit, Prepaid - Corporate, Purchasing - Internet As well as the major international payment schemes, EMP also processes private label cards. Whatever the card type, EMP provides a full solution, from account opening to transaction processing. ATM Acquiring EMP provides a full solution for ATM Acquiring, including ATM driving (most international brands are supported) and interfacing with the Client's in-house ATM server to enable its ATMs to accept other banks cards. The following transaction types are supported: - Cash withdrawal - Balance enquiry - Mini statement - PIN change - Funds transfer In certain markets, other services, such as bill payment, can also be implemented. EMP is a member of the International Payment Scheme Network and provides clients with a full daily report of the activity in its ATM network and the International Payment Scheme Network settlement report, which includes all fees and charges. POS Acquiring EMP provides a full solution for POS Acquiring, including POS terminal driving (most international brands are supported) and interfacing with the Client's in-house POS server to enable its POS terminals to accept other banks cards. The following transaction types are supported: - Purchases - Refunds - Pre-authorisations - Balance enquiries EMP is a member of the International Payment Scheme Network and provides clients with a full daily report of the activity in its POS network, a merchant payment file, a statement file (if required) and the International Payment Scheme Network settlement report, which includes all fees and charges. 8
Chargebacks EMP's Chargeback service provides Clients with an effective means to resolve cardholder disputes in accordance with the card schemes operating regulations. Cardholders can register complaints with the Client or directly with EMP; all disputes are handled in a timely and professional manner. Inter-Banking Where a Client has appointed EMP as both its issuer processor and its acquirer processor, all 'on us' transactions are cleared and settled internally, reducing costs for the Client as no card scheme transaction fees are payable. Customer Service All Clients have access to EMP's 24x7 multilingual call centre, which provides the following services in English, French and Arabic: Emergency reporting for lost and stolen cards Voice authorisations Second level customer support (to Client's staff) Status monitoring for ATMs and POS terminals Technical support 10
Mobile Banking EMP s Mobile banking drastically cuts the costs of providing services to a Client's customers. Using a mobile phone, cardholders can access: Balance enquiry Statement enquiry Recent transaction history Cheque status enquiry Chequebook request Fund transfer between accounts. Credit and debit alerts. Minimum balance alerts. Bill payment Other information (such as interest rates and exchange rates). Loyalty and Rewards EMP s Loyalty program is a marketing tool that aims to increase cardholder loyalty by awarding points (which can be redeemed in a variety of ways) to reward usage. EMP s Rewards program provides a comprehensive system to efficiently manage the activities related to awarding points, exchanging them for prizes and tracking account balances. configurable, and can be easily adapted to suit a Client's needs. The module is highly 12
Fraud Analyzer EMP s Fraud Analyzer is an on-line monitoring tool which detects potentially fraudulent activity and automatically takes actions (from transaction verification via SMS to the cardholder to account blocking) that have been predefined by the Client. Money Transfer EMP s Money Transfer enables the Client to offer its cardholders, under its own brand, a convenient end-toend domestic and/or international transfer service using existing infrastructure. This service is compliant with the latest anti-money laundering legislation. Contactless EMP s Contactless is designed specifically for small and medium sized purchases in high volume and fast service environments. It does not require a signature or a PIN and replaces handing the card over to the cashier. For merchants, Contactless reduces transaction time, enabling faster throughput at their tills. Installment EMP s Installment program allows a cardholder to pay for a transaction over an extended period, using a separate credit limit, set by the Client. The Client also controls the interest rate, the range of repayment periods and the type of transactions permitted. 14
Mobile Wallet Services EMP's Mobile Wallet allows users to make transfers and payments using either their cell phone or a plastic card linked to a preloaded wallet. The Mobile Wallet card is associated with both a prepaid account and the cardholder's cell phone number. The service allows users to: - Pay using their Mobile Wallet-linked card or cell phone - Transfer money via their cell phone to another Mobile Wallet user at the same bank - Load their account at their bank branch - Withdraw cash from an ATM using their Mobile Wallet card If the card is a Visa or MasterCard card, the Mobile Wallet card can be used at any merchant site or ATM displaying the Visa or MasterCard logos. Instant Card Issuing Solution EMP's instant card issuing solution allows banks to immediately issue cards to their customers in-branch when required, enhancing their customer service offering. The service will allow banks to: - Issue new, supplementary, replacement and renewal cards to customers - Link accounts to the newly issued card - Personalise cards by printing a customer's name and optional photograph - Set up a customer selected PIN - Activate the card - Set user security and access levels - Separate duties between makers and checkers to reduce fraud risk This service offers banks the opportunity to achieve operational efficiencies in card issuing and distribution, reduce turnaround times for issuing cards to customers, and increase customer satisfaction by providing a superior service over their competition. 16
Fraud Prevention EMP's Fraud Prevention module is an automated monitoring tool to protect banks against fraudulent transactions by monitoring fraud triggers in a dynamic and challenging risk environment. The Fraud Prevention module employs both predictive neural and rules-based technologies to provide realtime fraud decision-making. Fraud Prevention is designed to keep pace with ever-changing patterns of financial transaction fraud, providing effective protection against fraudulent activity that directly affects profitability. Advisory Services EMP offers a range of scorecards to assess risk by predicting outcomes based on past data. Lenders can use these scorecards across the credit lifecycle to ensure credit management decisions are made based on statistically valid outcomes, remain consistent and objective, and increase automation. EMP's scorecards cover: credit application; collections for accounts in arrears; external credit bureau data; customer repayment behaviour; payment projections for customers with poor repayment records; fraud assessments and assessments of the likelihood of a customer closing their account or not returning for new credit once their account is paid off. Islamic Sharia-Compliant Products EMP offers a range of Islamic products that comply with Sharia. These allow banks to make a profit without charging interest and operate fully within the guidelines set out in the Islamic Sharia. Products offered include payment cards, fee cards, profit cards, asset cards and charity cards. 18
Verified by Visa Verified by Visa (VbV) provides an additional layer of security for internet purchases and so helps to reduce fraud. It uses 3-D Secure, which is a global encryption standard based on Secure Sockets Layer (SSL). 3-D Secure means that the level of security is equivalent to the card being physically present during a transaction. MasterCard SecureCode MasterCard SecureCode provides an additional layer of security for internet purchases and so helps to reduce fraud. It uses 3-D Secure, which is a global encryption standard based on Secure Sockets Layer (SSL). 3-D Secure means that the level of security is equivalent to the card being physically present during a transaction. Internet Banking EMP s Internet Banking enables cardholders to access their accounts using a personal computer or equivalent device. Using a preset ID, cardholders can access: Account information (including balance and transaction history) Fund transfer between accounts. Self service features (Including limit management, establishment of recurring payments and bill payments) Virtual internet card for on line shopping 20
E-Statement Cardholders can receive their account statements electronically - this is faster, more secure and reduces the Client's print and delivery costs. SMS Notification Cardholders can receive details of transactions and alerts on their mobile phone by SMS. Cardholders can also use SMS to request account information, including balance. E-PIN Cardholders can select their own PIN at an ATM. This avoids the need to generate, print and deliver PIN mailers. E-Commerce EMP s E-Commerce solution allows merchants to accept on line payments securely, through the use of Verified by Visa and MasterCard SecureCode (using SSL and double-sided authentication). The interface supports an individual design for each merchant, enabling multiple merchants to be supported. Collections EMP s Collections program offers a wide range of services to Clients including: Customisable automated triggers (enabling differentiated treatments by product) Diary management of due payments and promises to pay Multi-channel access to cardholders for collections agents. Performance monitoring of collections agents Full reporting at portfolio and cardholder level 22
Acquirer Payments Solutions EMP provides acquiring services to merchants and banks. In addition, EMP provides a range of value-added services. In Jordan: EMP is the leading merchant acquirer, with over 14,000 merchants on its network. EMP supports over 80% of all card transactions at merchants. EMP supports multilane integration solution, Merchant Loyalty, mobile topup, online point redemption, electronic installment plan through retailers POS terminals. EMP operates the national ATM switch, Jonet. This network links every ATM and bank in Jordan, ensuring that cards carrying the logos of Visa, MasterCard, American Express, Diners Club, UnionPay and Jonet are accepted across the country. EMP also operates a debit card under the proprietary Jonet brand. Elsewhere, EMP provides merchant acquiring, acquirer processing and consulting services across the Middle East and Africa. Merchant Acquiring Accepting payment cards attracts higher spending customers, increases sales, improves customer satisfaction and reduces cash costs. EMP provides a comprehensive solution for merchants of all sizes. EMP will install and maintain the POS (point of sale) terminal and provide all necessary training. EMP offers acquiring, acquirer processing and consultancy services across Africa and the Middle East. Dynamic Currency Conversion (DCC) DCC facilitates the payment due in the payment card's home currency at the point of purchase at a very competitive exchange rate with the transparency and efficiency that satisfies the cardholders need to know how much the final cost is in a familiar currency while at the same time giving progressive modern extra service & profitable returns to the acquirer. 24
Retail Payments Solutions EMP Retail Payments Solutions provides outsourced credit and payments services to retailers and consumer finance companies looking to rid themselves of the complexity and cost of managing end-to-end payments systems, whilst expediting time-to-market and accessing industry best practice expertise and technology. EMP Retail Payments Solutions enables rapid, cost-effective entry to new markets, at low risk, with a single, scalable platform. Reduced exposure to large-scale capital outlays means greater financial flexibility, allowing you to focus on innovation and business growth. New products can quickly be brought to market, with resources and scalability on demand to deliver real competitive advantage in today's fast moving consumer finance landscape. The flexibility of the EMP Retail Payments Solutions platform enables organisations to create unique, differentiated products with precisely the right features and pricing to attract and retain ideal customers. The EMP Retail Payments Solutions platform is soft configurable, allowing for rapid product innovation in response to market opportunities and faster time-to-market for promotional campaigns or changes in risk policy. The EMP Retail Payments Solutions platform supports a wide range of consumer finance products, including: Revolving credit - association, co-branded, and private label credit cards Personal loans - unsecured, secured, fixed-term, and variable Asset-backed loans Gift and pre-paid cards Insurance The use of a single consumer finance platform across all of these products enables companies to maximise operational efficiency, improve cross-selling opportunities and enhance enterprise risk management. Furthermore our automated tools and triggers enable you to maximise fee and interest income 26
Why EMP WHY EMP Customization By customizing its services, EMP can adapt to the processing needs specific to Clients and local markets. Thus, Clients benefit from solutions which are designed to fit their needs rather than having to compromise on inappropriate offerings. This can be particularly important in emerging and national markets where a closed or private label scheme may be best suited to the local economy, or where local visibility and control is often a requirement of Central Banks. In this situation EMP can meet all the requirements for inter-bank processing in a single solution. Reliability EMP offers excellent customer service by providing continuous and uninterrupted service 24 hours a day, 365 days a year. The modern processing facilities in South Africa, Egypt, Nigeria, Dubai and Jordan run reliable back-up processing systems in order to maintain service in the event of disruption. This level of service means that Clients can avoid the substantial investment required for systems and operations to provide resilience locally, whilst providing high levels of service to their customers. At a local level, the introduction of offline transaction processing can provide a reliable alternative to conventional card processing where the communications infrastructure may not be dependable. Support With over 300 employees, EMP offers professional support services for both business and technical departments 24x7 and delivers these services on a pro-active basis. The services include: First level support helpdesk for bank customers and staff Lost and stolen card reporting Risk management Voice authorization Second level support to bank staff for queries and disputes ATM and POS monitoring in order to maintain services Technical support in the event of systems problems Regardless of the Client's geographic location or local practices, EMP will always be available to provide help, support the business, resolve queries, manage problems and maintain customer service. 28 Why EMP
Increased Profitability EMP services are designed to increase a Client's profitability. This is achieved through: Reduced levels of initial investment required to provide the latest card payment services and technologies Reduced running costs due to the scale economies of using a large processor Access to the latest processing technologies Access to the latest smart card based products Access to the full range of products and services State of the art risk management systems to reduce losses High levels of service for customer satisfaction and loyalty building Access to specialist expertise in smart card payments, processing and systems Most importantly, EMP has the skills to guarantee a timely and successful implementation program, making the most of a Client's investment, with the earliest opportunity of making the expected returns. Innovation EMP is constantly adding new added value services that enable Clients to differentiate themselves in a highly competitive market. All EMP clients have access to these new services as they become available, without the need for lengthy or expensive developments. In addition, the scope of EMP's operations means that Clients gain from the expertise gained across a diverse range of markets, as new products and services are developed. Innovations such as mobile commerce, wireless networking, offline transaction processing, and remote PIN printing have all been introduced by EMP to meet needs specific to the region and its markets. Where an appropriate product is not readily available, EMP has the skills and access to technologies that enable it to deliver new products quickly and reliably, adding to its product portfolio. WHY EMP 30
Competitive Pricing EMP has undertaken to drive prices down whilst maintaining a first class service to Clients. This claim is based on: Constantly focusing and innovating smart card processing as a core business. The use of the latest processing technologies and scale of operations to deliver ongoing economies. Developing and exploiting expertise in the emerging markets of Africa and Middle East. Client Focus EMP unrelentingly focuses on the interests of its Clients. EMP is completely independent with respect to the international card Payment Schemes. This, coupled with its special understanding of the region, makes EMP uniquely positioned to provide quality services at competitive prices, with a reputation for integrity, innovation and reliability. WHY EMP 32
CONTACT US Thank you for your interest in the EMP Group. To contact us, please use the following contact information: e-mail: sales@emp-group.com www.emp-group.com
the region s leading payments company www.emp-group.com