Operations Support Services

Training to Service Your Portfolio

The first step to ensuring high quality service for your cardholders begins in training. With our comprehensive training plan, all new and existing employees are intensively trained on all aspects of your portfolio, from products and platform to service philosophy and company history.

Capturing and developing new employees is a key component of our ongoing employee retention and satisfaction. After a few weeks of initial training, new service team members join the training nest, where they work in a near one-to-one supervisor to specialist environment to fine tune the skills learned in training and build confidence. All employees participate in training throughout the year to enhance our soft skills, increase product and platform knowledge, and provide complete customer satisfaction.

Ensuring Quality for Your Cardholders

Proof that our training plan is on target and that your cardholders are receiving superior quality service comes through our quality assurance process. Our quality assurance team coaches for quality, reviewing soft skills, accuracy, procedure, and technique. The results of this analysis are delivered right to the service team’s desktop with real-time scoring, providing the opportunity to give immediate, actionable feedback.

Settling Your Accounts

Having a duplicate general ledger for your settlement accounts provides peace of mind – and that’s what our settlement team does. We provide daily settlement on several platforms for cardholder and merchant activity. Using the skills and expertise of this team, we also prepare quarterly reports for the associations for many of our clients.