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HSC Petro- CS > Petro- Customer Support Review > Flashcards

Petro- Customer Support Review Flashcards

1
Q

What System is used for participating clients who offer gift cards as a platform to view balances, transfer funds and check activity for a gift cards?

A

Chockview

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2
Q

What System is used to access unikik menus for NWS and VAPS. This provides transaction data such as batches and authorizations, and terminal set up information.

A

Reflections AKA Clerity

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3
Q

What are the various Payment Entry methods utilized in payment terminals?

A

EMV
Magnetic Stip
Contactless

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4
Q

What does POS stand for?

A

Point of Sale

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5
Q

What is the fee charged to a merchant who is not PCI compliant?

A

PCI non compliance fee- $125

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6
Q

A new prospect calls in requesting information on how to start processing with heartland.

Walk me through how to sumit a lead call log in the servicing site

A

Under call log, select lead call log.
Fill out required information from the the merchant.

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7
Q

In the Servicing Site which link on the left side would take you to notes left by other departments such as Finance and Loss Prevention?

A

Notes- This is important as it may contain notices about holds on accounts, changes in fees, refunds to the account, maintience notes and more.

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8
Q

Walk me through how to pull a PDL record for this site?

00000243113

A

**This is a marathon site.
***
Use comp id- 017
* Select PDLO
* Enter unit # and term ID
* Record will display PLDO record type 1 on default unless specific in search

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9
Q

What time does RODB feed information to PDLO and other systems in VAPS?

A

3 AM EST

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10
Q

A Citgo location calls in and provides their ID 00011955107 . What system will you used to locate terminal IDs for this store?

Walk me through this process

00018620014

A
  1. Pull up the site in servicing.
  2. Verify first level
  3. Use Unit number+* in CMS
    This will pull all TID’s associated with that store
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11
Q

Walk me through how to pull up this site in RODB for this store. Locate the terminal identifier the site is using for a gilbarco passport.

00000147223

A
  • Use CMS to identify terminal ID for Gilbraco passport
  • This is a Marathon site
  • Use Comp ID- 017
  • Enter 1
  • Enter unit #
  • Hit enter- Will display search criteria and all Identifers for the store
  • Enter milestone T and select Identifier=01
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12
Q

Use 00000147223. How would you flag a PDL download?

A

VHLP- Rend/Lend or Cold
Option 5

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13
Q

What are the homing regions for VAPS?

Include alternate name and time zone

A

Cold-Columbus-Eastern-32
Lend-Lenexa- Central-30
Rend-Reno- Pacific-31

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14
Q

What menu option do you choose to pull a log for VAPS

Walk me through how to pull a log?

A

VHLP-option 7
Unit number
Todays date
XXX

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15
Q

How long will NWS house transaction information?

What would be an alternative its been more than 3 days?

A

72 Hours

Infocentral/Polaris/Servicing site

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16
Q

What Tran types in NWS indicate debit transactions have occured?

A

DB - Debit Card
Transaction Types
* 13 - Auth and Capture (Inside).
* 01 - Pre Pay Authorization (Outside).
* 03 - Post P**ay Capture (Outside)
EF or EC - Electronic Benefits Transfer (EBT).
* Transaction Type
* 13 - Auth and Capture (Inside).
* 11 - Force Draft Capture (Inside).

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17
Q

What are the NWS Card types for the following Abbreviations

AX/EC/DS/MC/WX/VF/DB

Where can you locate this information?

A

AX=American Express
EC= EBT Cash
DS= Discover Card
MC=Mastercard
WX=Wright Express/WEX
VF= Voyager Fleet
DB=Debit Card

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18
Q

Walk me through locating a closed batch and open batch for this merhant?

ARCO17228001

A
  1. Agent will walk through NWS option 1,
  2. Can either navigate to seq= FFF or select the first transaction>
  3. Hit F7. Tran type will indicate 90 for batch close.

Open batch will be present in NWS option 5=F11 if they are proeccing fot the day

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19
Q

Use NV15367108
Identify what card types this site is set up for

A

Discuss

20
Q

Use TCMR000105
Pull a NWS log and identify any errors for the current open batch

A

SRC column= anything other than 00 indicates an issue with card processing.

21
Q

Use OM16305901

In NWS, What column in NWS option 5 can you locate the merchant number used to authorize a transaction?

A

Merch Acct. / Store & Credit is the merchant number used to authorize a transaction. It identifies the merchant to the authorizer (like Visa).

22
Q

Use 886201
Pull a log for this location and identify the first debit transaction for the day.

A

Explore and discuss

23
Q

Use DENP531108

What does the Billings tab tell us?

Are there any billings on this account?

A

This page will display any charges a merchant’s account other than their processing fees. These charges could include payments made on equipment or extra fees the merchant may obtain from their pricing structure.

24
Q

Use XRAD000107
What is the most recent deposit in this account?
Is this a daily net account?

A

Explore and discuss

25
Q

Use DENP531108
What was the last note on this account?

A

explore and Discuss

26
Q

Use 650000006795978

What is the legal information on this account and is it different from the DBA.

Does this Client have a wiki for special handling procedures?

A

Discuss

27
Q

Use 1106405
Identify 3 batches that have been settled.
Supply the amount, BT and status in EMS

A

Explore and Discuss

28
Q

What are some reasons we would pull a polaris report?

A
  • Wex Rejects
  • Petro pay funding and settlment issues
  • Individual transaction research
  • Batch research
  • Chockstone dispute
29
Q

A site is requesting full card numbers for their location.
Who has to be on the line with the merchant?

What 2nd level security do we need to obtain to provide this

A

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?&raquo_space; Warren «

30
Q

An ABM Location is unable to get into their Globalscape account.

What is the procedure we would take to assist the merchant?

A

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.

https://hsclexicon.knowledgeowl.com/help/abm-parking-fka-ampco-globalscape

31
Q

An Arco location is requesting full card numbers. What is the procedure we follow and what additional security is requested for 2nd level.

A

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.

Please note- in addition to verifying transaction information, we must obtain the anserw to the security question

32
Q

Use 650000008637418

Locate the last call log on the account and advise what the situation was on the call?

Why is call history important?

A

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

33
Q

What should be included when logging a ticket?

A

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

34
Q

Log a ticket under 10525551.

Create a scenario and log a ticket.

Once done, send IM to trainer to review

A

Review

35
Q

What team would handle Disputes after you have assist the site with basic inquries?

A

Disputes Resolution

36
Q

What does the Risk team do?

What reasons why we might engage with this team?

A

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.)

37
Q

What does the Change of ownership team do?

Why might we engage with this team?

A

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.

38
Q

What does the Portfolio Management team do?

Why might we engage with this team?

A

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.

39
Q

What is a EAA?
What is a EAM?

Why are they important to an account?

A

Discuss

40
Q

What does Hardware support do?

A

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.

41
Q

What is the role of Sale Support?

A

Discuss

42
Q

When might we engage with Back office Maintience

A

Discuss

43
Q

Use Unit 00000886201
Pull a polaris report for this site for transactions.
Choose the date you would like to pull

Pull a day report and export and send to the trainer email

A

Explore

44
Q

Pull up MID 650000008651211
Use Heartland Infocentral to pull up their locaiton. The merchant is needing assistance with navigation.

How can you assist?

A

Explore

45
Q

A site has called in and wants to verify a transaction.

Note: You are unable to locate this transaction in servicing site and has been more that 3 days?

What reporting tools can you use to verify a transaction?

A

Discuss?

46
Q

Use Unit ARCO17228001
Pull a polaris report for this site for batch info.
Choose the date you would like to pull

export and email trainer

A

Explore and discuss

HSC Petro- CS (1 decks)

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