New Client Implementation Guide

Transcription

1 New Client Implementation Guide

2 TABLE OF CONTENTS Program Success 3 Frequently Asked Questions 4 What is the best way to eliminate checks? What is the difference between direct deposit and a payroll card through SOLE? Will SOLE representatives encourage my employees with bank accounts to switch to the card? What do I need to do to get someone enrolled? Are there any hidden fees? The card says, Valued Cardholder. Will my employees experience any difficulty with this, and how can they get the card with their name on it? How are my employees funds protected on the SOLE card? What happens if someone loses their card? Where can my employees cash out their card? What is CIP and what are my options? What is the best way to avoid any potential issues with CIP? Can my Program Success Manager notify me of any employees who have not passed CIP? Can I call my Program Success Manager (or Cardholder Account Manager) on behalf of my employees? What if I have an urgent need and my Program Success Manager is not available? Potential Issues & Resolutions 6 My employee says the card does not work. Pay did not post in the SOLE account, but the funds have left my account. I accidentally entered the wrong routing/account number; what happens next? How can I help the employee whose funds rejected? I accidentally paid the wrong employee (overpaid an employee); what are my options? My employee did not pass CIP and it is payday. My employee is unable to provide documentation to SOLE in order to pass CIP verification. Resources 7 Supplemental Program Documents 8 SOLE: Meet the Unbanked and Underbanked SOLE: Best Uses of Your Card SOLE: Instant Issue Enrollment Process SOLE: Mandate State Map SOLE: Launch Flyer SOLE: CIP FAQ SOLE: Acceptable IDs Visa: Cash Disbursement Transactions New Client Checklist 16 New Client Implementation Agreement 16 Table of Contents - 2

3 PROGRAM SUCCESS The purpose of the Program Success Team is to guide motivated clients to eliminating their paper checks. Please see below for your company s preferred program: MANDATE DIRECT DEPOSIT: You are operating in states where you can legally require direct deposit as a condition of hire. (Please see our handout on page 11: Mandate State Map) You will work with your Program Success Manager to set a Drop Dead Date; or the last day you will issue checks. We will supply you with any manager training, marketing materials including messaging, plus ongoing support you require to get to your goal. STRONGLY ENCOURAGE DIRECT DEPOSIT/MANDATE: You are operating in states with a mix of mandate and/or non-mandate states. You will require direct deposit where you can, and strongly encourage employees where you cannot. (Please see our handout: Mandate State Map.) You will work with your Program Success Manager to set a Drop Dead Date; or the last day you will issue checks in the states where you can mandate. In states where you cannot mandate, you will strongly encourage your employees to enroll by changing payday policies, training managers on benefits, offering promotions, etc. We will supply you with any manager training, marketing materials including messaging, plus ongoing support you require to get to your goal. OPTION ONLY: You are only looking to offer a paycard option to your employees alongside checks and other bank accounts. Since we typically do not see strong enrollment in this group, cards left unused after 90 days may have a charge assessed or a return requested. 1099/STAFFING/PER DIEM/TERMINATION: Cards used for these purposes have a standard per-card cost, monthly fee, and an unused inventory charge. Program Success - 3

4 FREQUENTLY ASKED QUESTIONS What is the best way for me to eliminate checks? The best way to eliminate checks is to review the SOLE Mandate States flyer and verify if you are operating in any mandate states. If so, you are legally able to require direct deposit as a condition of hire (with restrictions in some states.) If you are operating in any non-mandate states, there are a variety of other options to encourage your employees to sign up. Start with educating them on the benefits of switching to direct deposit (Meet the Unbanked and Underbanked flyer.) Your employees are most likely not aware how much time and money they are using accessing their cash on payday. If you have a large amount of checks and would like assistance designing a rollout strategy, please coordinate with your Program Success Manager. What is the difference between direct deposit and a payroll card through SOLE? On your end and the payroll side, there is virtually no difference. The cards each come with their own Routing and Account number to a checking account and are funded through the ACH. When promoting direct deposit, you are including the SOLE card program as well as any other checking account through a financial institution. Will SOLE reps encourage my employees with bank accounts to switch to the card? Never. The SOLE card is designed as a financial tool for someone who does not have an established account. We are happy to provide our card to anyone who would like to use it, but it is counterintuitive on many levels for us to actively encourage banked employees to transition to our card. What do I need to do to get someone enrolled? Please see the Instant Issue Enrollment guide. The most important steps are that you enter the Routing and Account number as a checking account into your payroll system, and that we receive the enrollment form or Excel spreadsheet to Enroll@SOLEpaycard.com. Are there any hidden fees? No! Please see our handout, Best Uses, and Cardholder Terms and Conditions in the Instant Issue card kit. The card says, VALUED CARDHOLDER. Will my employees experience any difficulties with this, and how can they get their name on the card? All Instant Issue cards come with this embossing. If a cardholder would like to upgrade to have their name embossed on the card, all they have to do is call and request for one to be mailed free of charge. Merchants recognize that many debit cards do not come embossed with names the best thing for the cardholder to do is sign the back of the card as soon as they receive it. The vast majority of our cardholders chose to continue using their Instant Issue card until the expiration date since they do not experience any issues. How are my employees funds protected on the SOLE card? Cardholder funds are FDIC insured up to $250,000 as well as protected by their unique PIN. They are also protected by the Visa zero liability protection policy. If they have a concern about any transactions or they have lost their card, please have them call Frequently Asked Questions - 4

5 What happens if someone loses their card? Instruct the cardholder to call as soon as possible to get a restriction placed on the lost card and a new one reissued. Depending on the circumstance, you may need to coordinate with the employee for a new Routing and Account number. Where can my employees cash out their card? Employees can perform a teller cash withdrawal at any MasterCard bank within the US. We do not recommend this transaction as the employee cannot use the many zero-cost benefits of their card. Furthermore, cash in their pocket does not have the same loss, theft and fraud protections as funds on their SOLE card. Most who perform this transaction are not aware of the benefits of paying bills online at merchant sites or through our bill payment service. This will save them precious time, energy and money in running around town paying their bills. Please see our handout, Meet the Unbanked and Underbanked. What is CIP and what are my options? Please see the CIP FAQ. The two options we currently offer are: A.) As the employer you may submit two forms of ID adherent to the guidelines in the Acceptable ID handout with every new enrollment; B.) In cases where an enrollment is flagged, a SOLE representative will reach out directly to the employee to resolve the issue. What is the best way to avoid any potential issues with CIP? Option A listed above is the best way to avoid any potential hurdles with CIP. Also understand that a certain percentage of your employees will have to submit these documents. Our primary goal is to get every cardholder approved; our dedicated CIP specialists are here to assist your employees through this process. Can my Program Success Manager notify me of any employees who have failed CIP? We are unable to provide notifications back to the employer for employees who have failed CIP. We have a dedicated team who is proactively reaching out to cardholders who have not passed in order to move them through the activation process. As the employer, the best way to go about this is to submit enrollments as soon as possible and advise all employees to activate their cards prior to payday. This will allow us the most amount of time to contact your employees and receive their identifying documents. Can I call my Program Success Manager (or Cardholder Account Manager) on behalf of my employees? The SOLE card functions as your employee s personal bank account. Being such, we are not able to disclose information regarding the account to anyone aside from the cardholder. Additionally, your Program Success Manager has very limited access to this information. The best option is always to have the cardholder manage their account online at SOLEpaycard.com or call What if I have an urgent need and my Program Success Manager is not available? Please programsuccess@solepaycard.com and another representative will reach out to you. If you need to speak with someone immediately, a Cardholder Account Manager may be able to assist you with certain issues. They can be reached at Frequently Asked Questions - 5

6 POTENTIAL ISSUES & COMMON RESOLUTIONS My employee says the card doesn t work. Not to worry, the cards are designed to work! This issue can also manifest as My money is not on the card. The best place to start is by asking the employee if they have called customer service: It could be that they have not activated the card, need to submit verification documents, are using the incorrect PIN, etc. The cards all work, we just need to speak to the cardholder to address their particular concern. Pay did not post in the SOLE account, but the funds have left my account. Several things could be going on here. Please verify that the deposit is listed as a Checking account and that the Routing and Account numbers exactly match what is listed on the original enrollment form. If there are any differences, the deposit will reject. If everything looks correct on your end, please take a screen-shot of the deposit confirmation and call your Program Success Manager. You may also have your payroll company representative reach out to us if you do not directly submit your payroll file. I accidentally entered the wrong Routing/Account number; what happens next? The funds will reject. They will automatically return back to the initiating account. This process can take anywhere between 2 5 banking days. How can I help the employee whose funds rejected? You have two options in the case of rejected deposits. 1. If you have an existing Funding Account with SOLE, you may log into your account online and make an instant card-to-card transfer to the employee. You will need the employee to provide you with their card number. 2. You can issue the employee a manual check. I accidentally paid the wrong employee/overpaid an employee); what are my options? Please speak with the employee who was paid incorrectly as soon as possible. Let them know that you will be issuing a reversal to their account in the amount that was incorrectly paid. Next, work with your payroll company or bank to issue a reversal of the funds. (We are not able to move the funds or send them back to you.) My employee did not pass CIP and it is payday. We will always make these situations our priority. Our number one goal is to provide cardholders access to their funds! The good news is that CIP does not impact deposits posting. The funds will be there regardless of if the cardholder has passed CIP. Please two forms of ID (see Acceptable ID handout) with the original enrollment form to: docs@solepaycard.com and have the employee call My employee is unable to provide documentation to SOLE in order to pass CIP verification. Have we spoken to the employee yet? If not, please have them call before issuing a check. If the employee is still not able to provide documents and you would like to issue them a check, you can retrieve the original deposit by issuing a reversal to the account. If you are unsure how to do this, your payroll company or bank will be able to assist. Potential Issues & Resolutions - 6

7 CARDHOLDER RESOURCES CIP: Phone: EMPLOYER RESOURCES My Program Success Manager is: Their direct line is: Their address is: Program Success Main SOLE line: Resources - 7

8 The SOLE Visa Payroll Card is issued by Axiom Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. Axiom Bank; Member FDIC. Visa All Rights Reserved. The SOLE Visa Payroll Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. The Bancorp Bank; Member FDIC Visa All Rights Reserved. Supplemental Program Documents - 8

9 THE SOLE PAYCARD BEST USES OF YOUR CARD Money is DIRECTLY deposited on your card on the day of pay, no need to go to check cashing locations. UNLIMITED* point of sale purchases, including cash back for no charge. *purchase may not exceed $9, CHECK BALANCE over the phone with our automated system or by logging in online. Manage your account and money online at Pay bills and make purchases ONLINE. Receive /text* message ALERTS including: funds added, low balance, weekly balance, and more. *Standard text messaging rates from your wireless service provider may apply Highlighted Cardholder Fees For a complete list of fees associated with this card refer to your Cardholder Agreement NO COST SERVICES Everyday Purchases ( Credit & Debit ) $0.00 Cash Back at Point of Sale ( Debit ) $0.00 Online Statements & Account Management $0.00 Cardholder Setup & Enrollment Fee $0.00 Monthly Account Maintenance Fee $0.00 Toll Free Telephone Balance Inquiry $0.00 First Bank Teller Withdrawal Per Pay Period $0.00 Online Bill Pay at Merchant Site $0.00 OPTIONAL SERVICES & Text Alerts (FREE Fraud Alerts) $0.25 ATM Withdrawal $2.50 ATM Balance Inquiry $1.50 ATM Decline $1.00 Online Bill Pay Service $1.00 Card to Card Transfer $1.00 Card to Bank Account Transfer $4.00 Paper Statements $4.00 Live Personal Banking $3.00 Replacement Card Fee/Second Card Fee/Epix Card Fee $10.00 Bank Teller Withdrawal (one free per pay period) $7.00 Inactivity Fee (after 90 days of no activity) $5.00 SOLEPAYCARD.COM The SOLE Visa Payroll Card is issued by Axiom Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. Axiom Bank; Member FDIC. Visa All Rights Reserved. The SOLE Visa Payroll Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. The Bancorp Bank; Member FDIC. Visa All Rights Reserved. Supplemental Program Documents - 9

10 Instant Issue Enrollment Process 1. Employee completes enrollment form attached to card OR submit info online at 2. Return enrollment form to SOLE TM via or fax Input routing and account number into your payroll system. 4. Wait 24 hours, then employee calls to activate card. 5. At any time employee can call to receive a personalized card with their name or photo (EPIX Product) on it at no additional cost The SOLE Visa Payroll Card is issued by Axiom Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. Axiom Bank; Member FDIC. Visa All Rights Reserved. The SOLE Visa Payroll Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. The Bancorp Bank; Member FDIC Visa All Rights Reserved. Supplemental Program Documents - 10

11 Supplemental Program Documents - 11

12 ATTENTION EMPLOYEES: In order to achieve our paperless goals, we would like every employee to participate in direct deposit. Please provide the payroll department with your completed direct deposit authorization form (and voided check). If you do not have a bank account, the no cost SOLE Visa Payroll Card outlined below can be used instead. See your manager today to enroll. Your new paycheck. Benefits of your SOLE Visa Payroll Card Shop Online Pay Bills Online Track Your Money Personalized Cards Cash Back in Stores Everyday Purchases Secure Money ATM Access Convenience The SOLE Paycard is accepted everywhere that Visa is accepted The SOLE Visa Payroll Card is issued by Axiom Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. Axiom Bank; Member FDIC. Visa All Rights Reserved. The SOLE Visa Payroll Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. The Bancorp Bank; Member FDIC. Visa All Rights Reserved. Supplemental Program Documents - 12

13 FAQ CUSTOMER IDENTIFICATION PROGRAM (CIP) What is CIP and what is its purpose? After September 11th, the USA PATRIOT Act was passed to prevent further terrorist acts and the funding of terrorism. TFG is required by this law to 1) know the identity of each cardholder and 2) compare all account applicants to government lists of known terrorist and organized crime groups. TFG asks all account applicants for personal information including full name, social security number, address and date of birth. This personal information is verified and compared to a variety of federal, state and credit bureau databases to ensure the information provided is valid. If my employee fails CIP, can we still get them set up? Yes! We have a dedicated team that will reach out to the employee within 24 hours to inform them that additional documentation is needed and guide them through the next steps. The enrollment process can still be completed while this identification process is underway. What happens after my employee fails CIP? The card will be restricted and one of our CIP specialists will contact the employee. We will confirm the information on record and if necessary, request identification documents. Once documents are received and examined, the card will be unrestricted and ready for use. If we are not able to verify identity or documents are not received within 30 days from date of account being opened, any remaining funds will be sent back to the cardholder and the card will be closed. Funds cannot be returned to the employer, only to the cardholder of record. What documents are requested from my employee? Two clearly legible pieces of ID are requested from a cardholder to verify identity. Some acceptable forms of identification include state issued ID, driver s license and social security card. Acceptable forms of ID will vary based on the reason for CIP failure; we will work with the cardholder to ensure the right documents are remitted. What happens to my employees personal information? Once TFG documents the information received, paper forms are shredded; PDF copies of identification will be saved for 5 years as required by law. Any further questions? If you have any further questions about this process, please reach out to the Fraud Risk Team: Teresa Garrido, Compliance Officer, teresa.garrido@solepaycard.com or Dawn Koenninger, VP Finance, dawn.koenninger@solepaycard.com Supplemental Program Documents - 13

14 Acceptable Forms of Identification All Documents must be UNEXPIRED MUST INCLUDE ONE OF THE FOLLOWING TO ESTABLISH IDENTITY: US Passport US State issued Driver s License, US State issued Learner s Permit, or US State issued ID card US Military ID Card or US Military Driver s License Permanent Resident Card or Alien Registration Receipt Card (Form I-551) Foreign Passport AND MUST INCLUDE ONE OF THE FOLLOWING TO ESTABLISH SOCIAL SECURITY NUMBER: Social Security Card Letter from the Social Security Administration IF social security number has been applied for but not yet received. Employment Authorization Document that contains a photograph (Form I-766) Social Security Award Letter VA Benefits Statement Matricular Consular ID Card Consular ID Card Permanent Resident ID Card H-1B Visa Card Supplemental Program Documents - 14

15 Visa Bank Teller Service Take This Notice and Your Card With You to the Bank Examples of Visa prepaid cards In Brief: Visa prepaid cardholders are allowed to withdraw the cash from their prepaid card.* This is a manual cash disbursement that Visa Member Banks must honor on all valid Visa cards whether the card is embossed or unembossed, personalized or not personalized with the cardholder s name. No surcharge or other fee should be added to the transaction amount. Do not refer cardholders to ATMs for service. Important Note: Visa Prepaid Card Programs Are Expanding The use of Visa prepaid cards distributed by corporations and government/state agencies to disburse wages, benefits, and corporate incentives is expanding quickly as Visa Members and business partners introduce new prepaid programs. These cards provide significant benefits to Visa Member Banks, their corporate and government clients, and consumers. The Visa U.S.A. Inc. Operating Regulations require that members authorized to provide cash disbursements make manual cash disbursements to other issuers Visa cardholders, even if the cardholder does not have an existing banking relationship with that member.* Members are reminded that manual cash disbursements require only one piece of positive identification (such as a valid passport, driver s license or government identification card with picture) to validate the cardholder s identity. The signature on the Visa card must also be compared with the signature on the transaction receipt. Members are reminded that they must comply with this requirement and all other requirements of the Visa U.S.A. Inc. Operating Regulations concerning manual cash disbursements.* Attention Cardholder: If you are unable to get cash from your prepaid card at a bank branch that accepts Visa, or if you are charged a withdrawal fee in error, please call the toll free number on the back of your Visa prepaid card. *Certain conditions may apply to cash disbursements in accordance with Visa U.S.A. Inc. Operating Regulations and Visa Prepaid Card program guidelines. Supplemental Program Documents- 15

16 New Client Checklist Select one program from the below options: Mandate Direct Deposit Mandate/Strongly Encourage Direct Deposit Option Only 1099/Per Diem/ Termination Reviewed: Frequently Asked Questions Potential Issues & Resolutions Supplemental Program Documents Completed: Program Success Manager contact information New Client Implementation Agreement By signing below, I understand that TFG Card Solutions Inc. has provided me with this guide in order to assist in rolling out a successful payroll card program to my employees. I understand that: Direct deposit is a benefit provided to employees. CIP will be run on all new cardholders, and that some may be asked to provide additional documentation to verify their information. I agree that I will promote direct deposit by: Educating my employees on the benefits of being paid via direct deposit; Providing them with access to enroll with their own bank routing and account information or a SOLE card through my company; Displaying and/or distributing promotional items I coordinate with my Program Success Manager. I have reviewed the Implementation Guide and have shared it with any members of my staff who will be handling the paycard program. I have also received the direct contact information for my dedicated Program Success Manager whom I may contact with any further questions. Signed: Date: Supplemental Program Documents - 16