Asia Corporate Travel Card and Corporate Purchasing Card. Programme Administrator Guide Australia

Transcription

1 Asia Corporate Travel Card and Corporate Purchasing Card Programme Administrator Guide Australia

2 Contents 1 Introduction 3 2 How to Contact Bank of America Merrill Lynch 3 Programme Administrator Contact Details 3 Cardholder and Card Activation Contact Details 3 3 Servicing 4 Self Service Transactions 4 Cardholders 4 Programme Administrators 4 Cardholder Emergencies 4 4 Cards and Cardholders 5 Activation 5 Cardholder Passwords / Verification ID 5 Lost or Stolen Cards 5 PIN Management 5 Credit Balance Refunds 5 5 Making Payments 5 Payment by Programme Administrators 5 Payment by Cardholders 6 6 Insurance and Assistance 6 Travel Insurance 6 Cardholder Misuse Protection 6 7 Using the Global Reporting and Account Management 7 tool (GRAM) Getting access to the online tool 7 Logging in to the online tool 7 Password Rules 7 Password Security Question 7 Dual Authentication 8 Why is my User ID locked? 8 What should I do if I forget my password? 8 How to view/download your statement 9 How to view transactional activity 9 User Management 10 2

3 1. Introduction This guide is designed to assist you, the 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. 2. How to Contact Bank of America Merrill Lynch Programme Administrator Contact Details A dedicated Singapore-based team supports Programme Administrators with any queries about their company programme, the Global Reporting and Account Management (GRAM) tool, and file delivery processes. Any additional training on the online tool can 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 Level Services (CLS) Singapore Support Team 09:00 to 18:00 Monday through Friday Local Direct Dial Australia: (61) asiacardcls@baml.com These contact details are for Programme Administrators only, and should not be shared with cardholders for general enquiries. Cardholder and Card Activation Contact Details Cardholders should call the number below to speak to a servicing representative for support. The same number would also appear on the reverse of the card, on statements and other collaterals. Outside of these operating hours, cardholders can call to obtain details on balances, credit limits, available credit, payments due, recent transactions and report loss/stolen cards. Cardholder Services 24 hours from Monday through Friday (Enquiries for Lost/Stolen Cards and Cardholder Emergencies are supported 24/7) Local Direct Dial Australia: (61) asiacardsupport@baml.com 3

4 3. Servicing Self Service Transactions Ordering new or replacement cards (Please refer to Section 4 for lost or stolen cards) Changing credit limits on cards Card closures Viewing the last 13 statements These activities can be completed online using the Global Reporting and Account Management (GRAM) tool Maintaining cardholder information Reviewing the last 30 days of activity Cardholders Card activation Lost/stolen Cards Available credit, outstanding balances, enquiries relating to payments and transactions Declined transactions Cardholder Services Local Direct Dial Australia: (61) New or reissued cards not received Unauthorised or disputed transactions 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 Client Level Services (CLS) Local Direct Dial Australia: (61) Credit balance refunds Global Reporting and Account Management (GRAM) queries Cardholder Emergencies Cardholder Services can provide services that assist your cardholders if they are stranded whilst travelling. Emergency Card issuance is available to any cardholders with lost or stolen cards whilst travelling. Please call Cardholder Services in this situation. 4

5 4. Cards and Cardholders Activation Cardholders must activate their own card using the automated activation system via the Cardholder Services telephone number. Cardholder Passwords/Verification ID During the onboarding process, each cardholder will be requested to provide a password / verification ID. Cardholders will require this password / verification ID during the card activation process and also when the cardholder calls the automated telephone service to obtain their account details in the future. PIN Retrieval All cards are issued with PIN. Cardholders will need to visit to view their PIN securely online. After registering, cardholders can access their PIN quickly and securely wherever they are, and whenever is convenient for them. 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 Cardholder Services to order a new card. Alternatively, a Programme Administrator can refer a lost/stolen card enquiry to the Client Level Services team. This ensures that the old card has been cancelled correctly, reducing the possibility of fraudulent transactions taking place. PIN Management The Bank of America Merrill Lynch cards are equipped with the latest chip technology to reduce fraud risk. If a cardholder attempts to use your card at a point of sale (POS) terminal or ATM machine and the terminal screen reads PIN locked, this means that the PIN has been locked and the card cannot be used. Please contact Cardholder Services for assistance. Credit Balance Refunds Requests must be made by the Programme Administrator to the Client Level Services team. 5. Making Payments Payment by Programme Administrators Direct Debit Online Payment Transfer Direct debit payments will be collected from your appointed bank account on the payment due date. To set up a direct debit payment arrangement, please contact Client Level Services on Australia: (61) or asiacardcls@baml.com. To make a bank transfer, please use the following account details: Country Currency Bank Code Bank Account Swift Code Australia AUD BOFAAUSX When making a payment, please quote the full 16-digit account number/card number located on the first page as the reference number on your payment (without dashes or spaces). If you do not quote this number correctly, the payment may be delayed or returned to you. Please make sure that your payment is credited to the account by the due date. Please allow sufficient time for us to process your payment. Payments will be posted to your account on the next business day after the payment was received. 5

6 Cheque Please detach the Cheque Payment Slip on the first page of your statement; enclose cheque and mail to G.P.O. Box 5241, Sydney NSW 2001, Australia. Cheque should be made payable to Bank of America Cards. Please include your name and your contact details on the back of your cheque and allow sufficient time for postage. Please make sure that your payment is credited to the account by the due date. Please allow sufficient time for us to process your payment. Payments will be posted to your account on the next business day after the payment was received. Payment by Cardholders 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: Direct Debit Online Payment Transfer Cheque Direct debit payments will be collected from your appointed bank account on the payment due date. To set up a direct debit payment arrangement, please contact Cardholder Services on Australia: (61) or asiacardsupport@baml.com. To make a bank transfer, please use the following account details: Country Currency Bank Code Bank Account Swift Code Australia AUD BOFAAUSX When making a payment, please quote the full 16-digit account number / card number located on the first page as the reference number on your payment (without dashes or spaces). If you do not quote this number correctly, the payment may be delayed or returned to you. Please make sure that your payment is credited to the account by the due date. Please allow sufficient time for us to process your payment. Payments will be posted to your account on the next business day after the payment was received. Please detach the Cheque Payment Slip on the first page of your statement; enclose cheque and mail to G.P.O. Box 5241, Sydney NSW 2001, Australia. Cheque should be made payable to Bank of America Cards. Please include your name and your contact details on the back of your cheque and allow sufficient time for postage. Please make sure that your payment is credited to the account by the due date. Please allow sufficient time for us to process your payment. Payments will be posted to your account on the next business day after the payment was received. 6. Insurance and Assistance Travel Insurance All questions on insurance and assistance, or regarding an insurance claim, should be directed to International SOS (Intl. SOS). The Bank of America Merrill Lynch Client Level Services or Cardholder 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 on If a cardholder experiences travel delays or an accident occurs, they should contact Intl. SOS at (65) Cardholder Misuse Protection This insurance policy is intended to protect your organisation against deliberate misuse of a card by an employee. Copies of the policy documents are available on If you wish to make a claim, please contact Intl. SOS at (65)

7 7. Using the Global Reporting and Account Management (GRAM) 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. Bank of America Merrill Lynch Global Reporting and Account Management (GRAM) tool To access the online tool, please log onto: 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 Getting access to the online tool 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 Set a new password Set a security question to aid any future password resets 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. 7

8 Dual Authentication For added security, the Global Reporting and Account Management (GRAM) 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 Client Level Services 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) 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 Client Level Services 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. 8

9 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 by: 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 (GRAM) 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; transaction 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: The system will default to a period corresponding to the last 30 posting days. You can search by Posting Date or Transaction Date using the date picker. 9

10 If you wish to filter to identify specific transactions, click Advanced Search to display filters that you can use to refine your search. For fast visibility to Cash transactions, use the Transaction Category CASH ADVANCES to narrow your search. Click Search to display a list of transactions. Transaction Summary Information: 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 & 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 & rare from properties outside of North America); Vehicle Rental Booking information (limited & 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. 10

11 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. 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: Active (Not locked) Inactive Locked Invalid Challenge Response 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., all of which are registered broker-dealers and members of FINRA and SIPC, and, in other jurisdictions, by locally registered entities. Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured May Lose Value Are Not Bank Guaranteed Bank of America Corporation 11

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