Operations Update: Getting the Best Out Of JPMC Customer Service

Transcription

1 2006 State of Texas Credit Card User s Conference Operations Update: Getting the Best Out Of JPMC Customer Service Mimzie Cloud November 1-3, 2006

2 Session Objective Review Roles & Responsibilities of Key Players Gain an understanding of all the JPMorgan Chase service departments that support the State of Texas PC and RM teams, and their roles. To review common JPMC operations processes, policies and procedures To overcome operational pitfalls and improve JPMC ability to accurately complete customer requests in a timely manner. Learn how the Program Administrator and JPMC support areas can work together to make a successful program. 2

3 JPMC Card Program Support Teams Customer Service JPMorgan Chase Relationship Manager Program Coordinator Billing & Settlement Collections Fraud & Disputes Technical Helpdesk Implementations 3

4 Role of a Program Administrator Serve as a liaison between the entity, cardholders and JPMC. Manage the program in partnership with designated JPMorgan Chase Relationship Managers Disseminate required reports, files and program information as appropriate to internal program stakeholders. Communicate and enforce program policies and procedures Implement State of Texas best practices. Serve as the primary point of contact for employee questions 4

5 Role of a Relationship Manager Serve as liaison between State of Texas and JPMC Serve as the voice of the State of Texas and participating entities Manage overall contract with TBPC and card relationships with participating entities; ensure JPMC is delivering as required. Consult with the State of Texas and participating entities on best practices and successful program management strategies. Coordinate all appropriate JPMC resources to effectively support your goals and initiatives. Toinette Miller toinette.a.miller@jpmchase.com Laura Miles laura.s.miles@jpmchase.com Audrey Flood audrey.e.flood@jpmchase.com

6 Role of Program Coordinator Specialized team providing service to Program Administrators One Stop Shopping for PA operational needs. Responsible for overall management of your Fraud, Dispute, Collections, Billing & Settlement issues. Works closely with your designated Relationship Manager Specialized service coverage: 7 am 6 pm CST (M-F) Designated number and just for State of Texas Program Administrators Nicole Sirianni ccs-public-sector@chase.com Melissa Johnson ccs-public-sector@chase.com

7 Role of Customer Service Call Center Environment designed to assist cardholders with declined authorizations, account inquiries, Lost/Stolen requests and account activation calls. First line of contact for cardholder reports on Fraud & Disputes. 24 hours, 7 days a week Toll free phone number for cardholders located on the back of their card

8 JPMC Support Teams-Updates Program Coordinator Billing & Settlement Collections Fraud & Disputes Technical Helpdesk Implementations 8

9 2006 State of Texas Credit Card User s Conference Program Coordinator Team

10 PC Team/Customer Service-Update Facilitate Cardholder Maintenance On-Line Most maintenance requests, such as limit changes, address changes and hierarchy assignment can be completed on-line, using Smart Data On-Line and Pathway Net. Unique set-ups and applications should still be handled by the PC team, i.e. DART Cards, Travel Advance Cards, Vendor restriction tables, etc. We still accept paper-based requests on our standard cardholder maintenance form. All paper forms available on the TBPC website at: 10

11 PC Team/Customer Service Common Reports Can be Retrieved On-Line Standard Cardholder Listing (SDOL) /Card Data File (PWN) Includes fields of data such as: Cardholder Name, Cardholder Account #, Cardholder Address, Cardholder Hierarchy Assignment, Internal Audit Code, Limits and Effective Date of Account Statement Reports Can be used to get monthly transaction total for cardholder or corporate account Can be run off of SDOL/PWN 2-3 days after cycle cut date 11

12 PC Team/Customer Service Remember to Update PA Information! Many programs forget to properly update changes in PA status Program Administrator Maintenance Form should be used for this purpose. If you have given a Program Administrator access to the SDOL or PWN, remember to inactivate or delete their user ID when they are no longer affiliated with the program. Company Administrator Users in SDOL are NOT automatically Program Administrators for JPMC! Results in delayed processing of routine maintenance requests Results in non-receipt of credit card related correspondence on your end and hundreds of bounce backs on our end. All paper forms available on the TBPC website at: 12

13 2006 State of Texas Credit Card User s Conference Billing & Settlement

14 Billing & Settlement-Update Effective immediately, call the PC Team for assistance with resolving all Billing & Settlement issues. JPMC will begin to work with CLIBA accounts to process electronic payments more efficiently using a EDI-CTX820 format. Note updated payment instructions on the following page 14

15 Billing & Settlement-Making Payment Account # USAS Direct Deposit Local Account ACH Warrant or Check Auto Debit PCARD Travel CBA Travel CLIBA Travel IBA 16-Digit Corporate Account # VIN/Mail Code DDA Tran Routing JPMC PO Box Chicago, IL *Request set-up from RM 16-Digit Corporate Account # VIN/Mail Code DDA Tran Routing JPMC PO Box Chicago, IL Digit Individual Account # VIN/Mail Code DDA Tran Routing JPMC PO Box Palatine, IL Digit Individual Account # N/A N/A JPMC PO Box Palatine, IL N/A N/A N/A Quick Remit N/A N/A N/A All overnight payments should be mailed to: JPMC Commercial Card Westfield Drive Lockbox 4475 Attn: IL Elgin, IL Prompt #3 then #2 15

16 Billing & Settlement-Making Payment 16-Digit Account Number Required on All Payments! Payments with inadequate account information may be rejected and/or returned to sender. Payment initiated from USAS Direct Deposit Local Account ACH Warrant / Check Proper Account # Should be noted Inv No NUM", "ADDENDUM", "DESCRIPTION", or "YOUR REF" On the FACE of the warrant/check 16

17 2006 State of Texas Credit Card User s Conference Collections

18 Collections-Update PCARD and Travel CBA / CLIBA Cycle cut is on the 5 th of every month (PCARD) and the 10 th of every month (CBA, CLIBA) or on the following business day if the true cycle date falls on a weekend or holiday. Statements subject to Prompt Pay Act and due 30 days after receipt of statement to avoid self-assessed late fees. This turns out to be around the 20 th of the month for PCard and the 25 th of the month for CBA/CLIBA Prompt Pay Act has NO impact on JPMC delinquency and account shut-off timeframes Travel IBA Cycle cut is on the 10 th of every month or the following business day if the 10 th falls on a weekend or holiday. Payments are due 30 days from the cycle cut date or by the 10 th of the following month. Payment due even if cardholder has not been reimbursed, per the IBA cardholder agreement 18

19 Collections-Delinquency Schedule Days Past Due PCARD CBA CLIBA IBA 1-30 N/A N/A N/A PRE-SUSPENSION 31+ N/A N/A PRE- SUSPENSION 45 APPROXIMATE PAYMENT DUE DATE PER PPA COLLECTION ACTIVITY BEGINS ON CORPORATE LIABILITY ACCOUNTS 61+ PRE- SUSPENSION PRE- SUSPENSION SUSPEND 91+ SUSPEND SUSPEND SUSPEND 121+ PRE-CHARGE OFF PRE-CHARGE OFF 180+ CHARGE OFF CANCEL COLLECTION ACTIVITY BEGINS SUSPEND CANCEL 19

20 Collections-Delinquency Reports Delinquency reports are generated monthly for Travel Card accounts and can be accessed from your electronic mailbox set-up by JPMC at: Detailed instructions for accessing your delinquency reports are on the TBPC website at: You will need your HTTP Box ID number and a password to access your delinquency reports on this site. Obtain your Box ID and/or password from the State of Texas PC Team or our Technical Helpdesk if you don t have it 20

21 2006 State of Texas Credit Card User s Conference Fraud & Disputes

22 Fraud Update Fraud and unauthorized activity should immediately be called into customer service at Allow JPMC to close the account and mitigate further loss. Remember! There is NO recovery available for Fraud on Department Cards Per MasterCard regulations, JPMC cannot assist with recovery through our chargeback process. 22

23 Disputes Update MasterCard requires that you first attempt to resolve the dispute with the merchant Note date and results of your attempt to resolve the dispute If you are unsuccessful resolving with the merchant, your Dispute should be reported through Customer Service Disputes must be filed within 60 days of the statement date on which the transaction appeared. Remember! Dispute chargeback reasons allowed on Department Cards are very limited per MasterCard regulations. Avoid Card Sharing It forfeits the cardholder s dispute rights! 23

24 2006 State of Texas Credit Card User s Conference Technical Helpdesk

25 Technical Help Desk-Update Provide PA support and assistance with JPMC software platforms SDOL & Pathway Net PA password resets Assistance with reports & custom extracts Assistance with navigating the system Aware of newest functionality and enhancements Must have access to the system (user id) to obtain assistance from the helpdesk. Assist MasterCard and RMs with the Billing Cycle Maintenance for all State of Texas SDOL databases

26 2006 State of Texas Credit Card User s Conference Implementations

27 Implementations-Update Work with new customers and assigned RM to implement NEW corporate accounts Program Design Hierarchy Structure MCC and Velocity Controls Identify Reporting Requirements Conduct SDOL consultation and training. Transition account to RM for on-going management Mimzie Cloud Michelle Jenkins

28 Thanks for Coming! Question & Answer 28