faps qualifications to serve jn
DESCRIPTION
This PDF is an overview of First American Payment Systems; covering company background, product highlights and our service model.TRANSCRIPT
Our qualif icatiOns tO serve
the right solution
C O N T A C T
FirsT AmeriCAN PAymeNT sysTems
John Newton, manager of isO sales
100 Throckmorton street, suite 1800
Fort Worth, TX 76102
P: 817-317-2964
F: 817-317-9108
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s sF i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
T A b l e O F C O N T e N T s
Confidence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
A Different Kind of Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
senior management Team
First American's resource Assignment Approach
security and stability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
set up Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
settlement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
sales & marketing support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
exhibit A: reporting samples . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
exhibit b: marketing samples . . . . . . . . . . . . . . . . . . . . . . . . . . .21
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
1
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
DePeNDAbil iT yFirst American is renowned for our expertise, commitment,
reliability, credibility and ethical business practices.
since 1990, hundreds of strategic Partners and more than
100,000 merchants throughout the united states have put their
confidence in First American Payment systems. As an industry
leader with over $10 billion in Visa and masterCard processing
in 2007, First American is ranked as one of the top merchant
acquirers in the united states and is one of the only merchant
acquirers in the industry to truly own and operate all of our core
products and services.
COmmiTmeNTFirst American provides you the service and support your
business needs to grow.
When you partner with First American, you will gain access to
a highly trained, experienced Client relations Consultant who
will start you down the path to a prosperous relationship. your
Consultant will provide you with ongoing training, sales tactics,
pricing analysis, customized reporting and the tools you need
to help your business succeed. Our strategic Partnerships are
always developed with you in mind.
serViCe First American is dedicated to providing you with the
reliable service that you deserve.
Quality service is a top priority for First American, and you can
rest assured that your merchants will receive the highest level of
service and support in the industry.
PrODuC TsAllow your merchants to choose from a variety of in-house
products to meet the specific needs of their business.
First American is one of the only acquirers in the processing
industry to truly own and operate all of our core products
and services including credit/debit/ebT card processing, check
verification, e-commerce solutions, gift cards, POs equipment
leasing, online merchant reports, ACh payment, ATm sales and
placements, proprietary terminals, and government/enterprise
e-payments.
We know that it’s not always possible, or advisable, to do it
all ourselves so we have also formed strategic partnerships
for additional products such as merchant cash advance, touch
screen POs, wireless solutions, equipment from hypercom,
Verifone, WAy systems, 4Access, ViVOtech and more.
First American Payment systems
The right solution For your business...Dependability, Commitment, service and Products
C O N F i D e N C e
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s sF i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
Who We Are and What We Do
First American Payment systems currently services in excess of
100,000 merchants nationwide, and processes billions of dollars
in volume each year. in 2007, First American processed in excess
of $10 billion in Visa and masterCard and 138 million transactions,
and is currently on track to exceed that number in 2008.
First American began business as a small credit card acquirer
in Palm springs, California in 1990. it later relocated to Fort
Worth, Texas in 1993 employing five associates. since then, First
American has grown by developing its own, in-house products
and gradually adding more services to its product line. early
products included secur-Chex®, our check guarantee program,
and merimac Capital® equipment leasing. PiN-based debit card
processing was added in 1998, and our e-commerce payment
gateway, online reporting, and enhanced electronic secur-Chex
program was added early in the new millennium. First American
continues to grow and add new products such as gift cards, ACh,
and ebT processing to benefit its partners and eliminate the need
for third party providers. First American has broadened its offering
with numerous acquisitions over the years, allowing us to expand
into new markets and generate new business.
The number of employees First American currently has is in excess
of 1,300 W-2 employees. The subsidiary companies of First
American include:
• Certified Payment Processing - 669 employees
• elliot management group - 297 employees
• goemerchant - 27 employees
• govolution - 26 employees
First American Payment Systems — most of First American's merchants are acquired from isOs, telemarketing and direct sales. mostly small to medium sized merchants. Offers credit card authorization, payment processing, check guarantee, debit card processing, leasing, ATm processing, internet gateway solutions and electronic check conversion. merchants in all 50 states. 2007 average monthly volume per merchant: $8,350. merchant count as of Dec 2007: 80,500. 2007 average monthly transactions: 8,460,000.
Certified Payment Processing — merchants acquired from telemarketing and direct sales. mostly small to medium sized merchants. This is an attritting portfolio. All new business is added under First American. Offers credit card authorization, payment processing, check guarantee, debit card processing, leasing, ATm processing, internet gateway solutions and electronic check conversion. merchants in all 50 states. 2007 average monthly volume per merchant: $4,300. merchant count as of Dec 2007: 8,300. Average monthly transactions: 874,000. Approximately $43 million of volume per month.
Eliot Management Group (EMG) — Caters to small to medium sized merchants. Their portfolio also includes some larger, middle market retailers, which often have multiple locations. emg offers credit card authorization, payment processing, check guarantee, debit card processing, leasing, ATm processing, internet gateway solutions and electronic check conversion. emg has 24 offices in 14 states, primarily in the western part of the country. Average/anticipated monthly "swiping", "keying" or internet volume for credit card transactions: 2007 average monthly volume per merchant: $16,500. merchant count as of Dec 2007: 17,000. 2007 average monthly transactions: 2,435,000.
GoEmerchant — merchant base includes online companies, merchants with internet sales and brick-and-mortar businesses. 2007 average monthly volume per merchant: $3,700. merchant count as of Dec 2007: 4,200. They offer credit card processing services including e-commerce functionality and internet gateway solutions targeting e-commerce merchants nationwide. goemerchant processed approximately $15 million of volume per month in 2007.
O V e r V i e W2
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
3
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
Our Approach is unique
First American Payment systems is not your typical processor. We
process for financial institutions throughout the country, providing
a partnership that offers a complete end-to-end solution for
merchant services. Our extensive product line is developed and
implemented in-house, which consolidates your client’s business
needs under your name and service. First American utilizes its
own proprietary front-end and back-end systems to process the
majority of transactions, and we have additional access to third-
party front-end systems with Chase Paymentech, global, 5/3,
buypass, and Tsys. Additionally, First American employs its own
24-hour Call Center that provides customer service 7 days a week,
365 days a year.
Consider the following when comparing First American Payment
systems to our competitors:
• First American houses its own in-house Call Center in Fort
Worth, Texas. Our Call Center is staffed with knowledgeable
First American employees and managed to ensure the
highest quality service. statistics prove that our Call Center
currently obtains a 24-second hold time and the majority of
inquiries are solved with one-call resolutions.
• First American has a complete suite of in-house electronic
payment products. We provide your commercial clients
with all forms of electronic payments, from beginning to
end, without involving a third-party.
• We offer competitive pricing for all POs equipment, as
well as our own custom units designed specifically for First
American merchants. refurbished terminals are available
for as low as $140 (Omni 3730le), and new terminals are
priced as low as $205 (hypercom T4210). Our custom
units are designed with special feature buttons to order
supplies, contact a First American representative, or request
a call from Customer service.
• utilizing our own proprietary front-end and back-end
processing platforms allows First American to offer lower
pricing and personal service to our merchants.
• Our govolution product enables First American to process
for government entities, tax offices, and any institution that
requires the implementation of a convenience fee.
• First American provides access to five front-end networks
while still retaining the service and support calls to ensure
stable service and continuous transaction flow.
• The structure of our revenue share Program bank program
offers higher percentage payouts to our partners with
lower costs.
A D i F F e r e N T K i N D O F
P r O C e s s O r
Our extensive product line is developed and implemented
in-house
• Credit/debit/ebT card processing
• Check processing and verification
• e-commerce solutions
• gift cards
• POs equipment leasing
• Online reporting
• ACh payment
• ATm sales and placements
• Proprietary terminals
• government/utility/enterprise e-payments
• in-house terminal deployment
• remote capture deposit (release date beginning Q1)
• in-house virtual terminal and gateway
• PiN-debit processing and cash advance processing (for financial institutions only)
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
4
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
First American’s sales, marketing and Product Development
personnel have numerous contacts within the industry and
participate in industry-related professional and networking
organizations. Our Operations personnel have high-level contacts
with all major networks and processors, and continuously maintain
regular communications regarding trends in the industry.
First American provides ongoing personal service and assistance
that your organization deserves when entering a partnership. A
Client relations Consultant is assigned to your account to assist
in the management of your portfolio. The goal of our Client
relations Consultants is to proactively support and drive our sales
partners to maximize sales volume and revenue production. Our
associates assist with marketing development, portfolio analysis,
training, information disbursement, and proposal preparations.
Jason Putnam, Director of Client relations, heads the department
and he and his team have nearly 40 years of combined industry
experience. First American continuously analyzes
industry trends, and requests feedback
from its sales agents, merchants, bank
partners, processors, and other partner
relationships to determine direct trends in
the marketplace. based on the feedback
we receive, our team determines the best
solutions to exceed our clients’ needs.
A D i F F e r e N T K i N D O F
P r O C e s s O r
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
5
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
O u r s e N i O r m A N A g e m e N T T e A m
First American’s senior management Team has a combined industry experience of over 71 years.
Neil l. rANDelChairman & CeO
DebrA A. brADFOrDPresident & CFO
e X P e r i e N C e
hOWArD W. herNDON eVP & general Counsel
riCK riZeNbergseVP sales & marketing
miKe lAWreNCeeVP & CiO
KeViN JONesVP of sales & marketing
briAN DOrChesTersVP of Operations
rhODA sTeWArDDirector of sales
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
6
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
e X P e r i e N C e
Neil l. rANDelChairman & Chief Executive Officer
P: 817-317-9130F: [email protected]
Neil l. randel has been in the industry for 22 years, beginning
his career as a merchant level sales representative. in 1987 Neil
founded National merchant services, a Texas based isO. in
1990, he founded FirstNet Corporation, which provided credit
card processing utilizing a nationwide sales force. Neil purchased
50% of First American in 1993 and became President and Chief
executive Officer in 1998. his current position as Chairman
and Chief executive Officer of the board and is responsible for
overseeing all sales, operations, marketing, investments, and
overall company direction.
hOWArD W. herNDONExecutive Vice President & General Counsel
P: 817-317-9153F: [email protected]
howard W. herndon has 20 years experience in general
corporate, securities and m&A matters involving the payments
industry. he has represented many leading payments companies
including PmT services, iPayment, link2gov (now metavante),
and Network 1 Financial (now sage Payment solutions).
howard joined First American in 2004 as the legal counsel.
DebrA A. brADFOrDPresident & Chief Financial Officer
P: 817-317-9140F: [email protected]
Debra A. bradford has also been in the industry for 22 years.
Debra came to First American in 2001 as senior Vice President
and Chief Financial Officer. Previously, she maintained a
15 year career with iPs Card solutions, a division of First
Data Corporation. Debra's responsibilities entail overseeing all
financial data for First American, and guiding the companies’
direction in sales initiatives.
miKe lAWreNCeExecutive Vice President & Chief Information Officer
P: 817-317-7244F: [email protected]
mike lawrence joined First American in 2006 and is responsible
for the strategic direction and vision of information Technology
initiatives across First American's multiple business channels.
mike was new to the processing industry with two years accrued.
he has worked in a number of different business segments, most
recently working at ACe Cash express where he served as Vice
President of retail store systems.
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
7
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
riCK riZeNbergsExecutive Vice President Sales & Marketing
P: 817-317-9149F: [email protected]
rick rizenbergs began his career with First American in 2007.
he is focused on setting and directing a strategic path for First
American's diverse sales channels, and responsible for managing
all of the subsidiary sales channels of First American. rick has
over 20 years experience in sales management. most recently he
served as Vice President of sales for North America at siemens
medical solutions, where he was responsible for managing
multiple distribution and sales channels.
KeViN JONesVice President of Sales & Marketing
P: 817-317-9167F: [email protected]
Kevin Jones joined First American in 2007 and has 8 years of
industry experience. Prior to working at First American, Kevin
built the Financial institutions program at Chase Paymentech,
where he worked for seven years. Kevin is responsible for
developing and ultimately achieving all sales initiatives within
the strategic Partner Channel including isO offices, financial
institution offices, association offices, non-traditional referral
partners and internal sales. he is additionally responsible for
overseeing the Client relations team and all marketing efforts.
Prior to the payments industry, Kevin held many positions within
different banks in North Carolina, most recently as a regional
manager for Central Carolina bank.
briAN DOrChesTerSenior Vice President of Operations
P: 817-317-9124F: [email protected]
brian Dorchester currently serves as the senior Vice President
of Operations and oversees the risk management, Operations,
Compliance, Quality Assurance, Deployment, system
implementation, and Customer service departments. brian
joined First American Payment systems in 2001 after working
at First Data Corporation for 13 years, and Comdata Financial
services as the Director of Operations. brian possesses over 20
years of industry experience, with expertise in management and
operations.
e X P e r i e N C e
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
8
F i r s T A m e r i C A N ' s r e s O u r C e A P P r O A C h
in addition to our senior management team, John Newton will
be instrumental in working with your business. As needed, we
can draw upon an extensive team of technical and industry
specialists to provide additional value and insight.
First American's goal is to match our team’s industry experience
and qualifications with your needs, expectations and objectives
— and to keep them dedicated to your success. Throughout our
business partnership, we will periodically add new staff to
our organization. in an effort to maintain relationships and
knowledge levels, we are committed to providing a continuity
of personnel from year to year so that your associates will be
interacting with the same First American associates.
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
e X P e r i e N C e
JOhN NeWTONManager of ISO Sales
P: 817-317-2964F: [email protected]
John Newton has over seven years of industry experience, all of
which have been working towards establishing, maintaining, and
developing core relationships. John comes to First American from
Chase Paymentech where he was instrumental in developing
referral partnerships. his role with First American is to establish
isO and Agent partnerships across the united states, along
with continuing to enhance our current product offerings and
services.
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
9
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
Keeping everything safe and secure
• First American's primary back-up and redundant systems are
housed in a data center located in Fort Worth, Texas. Critical
infrastructure components including power, air conditioning,
internet and specific partner data communication circuits are
provisioned with redundancy.
• All production systems are backed up to disk and tape media
regularly to protect data in the event of a system outage.
Tape media is stored in a secure off-site facility.
• many critical systems are hosted on hardware platforms
using clustering technology to provide resiliency in the event
of hardware failures.
• First American’s business continuity and Disaster recovery
Program is currently in progress of completion. A test of the
restoration of critical systems is planned for Q4 2008.
• in the event that normal processing of critical systems could
not be performed within the recovery window identified for
each system, the Disaster recovery Plan will activate and
the recovery of critical systems will initiate at First American’s
co-location data processing facility in Virginia.
• Critical systems will recover in a priority sequence, with the
first systems becoming operational within 24 hours following
the beginning of a processing interruption.
For many years, First American has had
representation on the PCI Security
Standards Council and we are currently
in the process of renewing our membership.
s e C u r i T y & s T A b i l i T y
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
10
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
s e T u P P r O C e s s
The entire Account set-up process is completed within 24 to
48 hours after the application is received. if the application is
received by 12:00 noon (CsT), the application qualifies for same-
day setup. Applications received after 12:00 noon (CsT) will roll
over to the following day for completion.
Our process is as follows:
1. After the application is faxed to the New Application
Processing Team (NAP), it is keyed into the merchant system
(this process takes up to 1 hour).
2. After the application is keyed into the system, you can view
the application online as it moves through the approval
process on our Daily Dashboard.
3. Once the packet is complete, the application is then forwarded
to Credit for approval (NAP Approved). if the application is
missing information, it will not be ‘NAP Approved’, and a
log note is entered and the application is forwarded back to
credit. The NAP Processor must sign off on the account before
the next step may occur.
4. if the application is pended by NAP or by Credit, it is
forwarded to the Application Care Team (ACT). Once ACT
approves the account, the application is forwarded to the
File build Team.
5. A file is then built specifically for this application, then
forwarded to Quality Assurance (QA). if the File build
Team finds any discrepancies, the application is sent back to
ACT.
6. The night shift QA team reviews the file build front-end
settings and ensures that it is correct, and then organizes the
system implementation process. New merchant Kits and
Deployment tickets are ordered. however, if anything is
incorrect the application goes back to ACT.
7. The day shift QA team sends the application to imaging after
all pertinent information is verified.
8. The original application is then sent to a bonded
warehouse.
The FlOW OF A FirsT AmeriCAN APP
merchant & rep fill out and sign the application
Applications are logged into a spreadsheet, equally assigned to NAP Processors then keyed into our merchant system.
The application is forwarded to Credit for approval. if the application is not NAP approved, the file is pended. A log note is entered and the application is forwarded to credit. NAP processor will not sign off on the account.
Applications that are both NAP & Credit approved get forwarded to the File Build department. if File build finds a discrepancy, they will re-pend the application and forward it to ACT.
Applications that are pended by NAP and/or Credit get forwarded to the ACT department. Once ACT approves, they forward the application to File build.
File is sent to QA for verification. if complete, QA will check the “QA Complete” box in the merchant system which will create si/Deployment tickets. if incomplete, QA will re-pend and forward to ACT for resolution.
QA sends the app to Imaging where it is scanned into Fortis. The original application then goes to our storage facility.
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
11
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
s e T T l e m e N T
FuNDs AVAilAbiliTy ChArT
First American’s settlement platform cycles daily, creating a daily ACh payment to merchants for Visa/masterCard and Discover
transactions (except Discover retained merchants). The ACh file is transmitted daily to Keybank, who then sends it to the Federal reserve
at the close of each day excluding saturday. unfortunately, the funding schedule is non-negotiable.
Our settlement platform allows merchants to use up to six DDA’s to capture various components of the settlement ACh. For example,
deposits can be directed to a different DDA than the account from which fees are withdrawn. The ACh is created at the settlement total
level, therefore, card brands cannot be directed to different DDA’s.
mONDAy TuesDAy WeDNesDAy ThursDAy FriDAy sATurDAy suNDAy mONDAy TuesDAy
mO1 mO2 mO5
mO3
mO4
Tu1 Tu2 Tu5
Tu3
Tu4
We1 We2 We5
We3
We4
Th1 Th2 Th5
Th3
Th4
Fr1 Fr2 Fr3 Fr5
Fr4
sA1 sA2
sA3
sA4 sA5 su5
su1 su2
su3
su4
• merchant closes batch monday ............................................................ACh File to FeD by 2 Am Wednesday
• merchant closes batch Tuesday .............................................................ACh File to FeD by 2 Am Thursday
• merchant closes batch Wednesday ......................................................ACh File to FeD by 2 Am Friday
• merchant closes batch Thursday ...........................................................ACh File to FeD by 2 Am saturday
• merchant closes batch Friday ................................................................ACh File to FeD by 2 Am monday
• merchant closes batch saturday ...........................................................ACh File to FeD by 2 Am monday
• merchant closes batch sunday ..............................................................ACh File to FeD by 2 Am Tuesday
1 = bATCh ClOseD 2 = PrOCess 3 = ACh 4 = Frb POsT 5 = merChANT POsT
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
12
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
Quality service you Can Trust
First American houses and employs its own Customer service
Center. An automated phone greeting allows the caller to select
what type of assistance they need, then routes the call to the first
available Customer service or Technical support representative.
All Customer service and Technical support representatives
are required to attend training and receive certification prior to
answering any phone calls.
in order to provide the most efficient service, First American uses
a pool of representatives to support our customers. in some
situations, we may assign one of our supervisors as a central point
of contact for escalated issues. We can also provide support via
email.
The Customer service personnel are responsible for both Customer
service and Technical support inquiries. if a level i or level ii
representative is unable to solve a technical issue, it typically
escalates to a Team lead, then to a supervisor or manager,
and finally to our Product Development group. Our Product
Development group works closely with equipment manufacturers
when a resolution cannot be reached in-house. if a customer
requests to speak with a supervisor on a non-technical issue,
we make every effort to immediately transfer the call directly to
a supervisor. unresolved supervisor calls are escalated to a
manager, and then to the Director of Customer service.
Our on-call representatives typically provide suggestions or
feedback to questions from our customers. in the case of
downgrades, we would research the cause of the downgrade
and explain how to avoid it. We also house a separate
Chargeback department that handles calls regarding retrievals
and chargebacks. We provide certain types of education, such
as fraud notices, on the monthly merchant statement.
year to date, the average wait time is 25 seconds to reach a
Customer service representative. Our abandonment rate is 3
percent and the average call time is six minutes, 21 seconds.
Once a call is answered by a First American representative,
to gain access to the account the merchant must provide their
merchant number, name of business, address, phone number,
and name of the caller. if the merchant number is unknown, a
search is conducted using the business name, contact name, tax
identification number, social security number, or business phone
number. if the caller is requesting sensitive information, such as
transaction information, the Customer service representative
verifies the Tax iD number or social security Number listed on
the account before providing any information.
Our partners have a separate support line to the Agent support
team, who works directly with Customer service to resolve any
issues. you have the option to call into Customer service and
ask to speak to a Team lead or supervisor, depending on the
issue. in some cases, we may assign a supervisor or Customer
service representative as the main contact for escalated issues.
We are willing to work with each customer to ensure we have an
escalation process in place that benefits all parties involved.
Over 20% of our staff is bilingual, speaking both english and
spanish. All Customer service representatives have access to a
translator for virtually any language translation. This service is
provided to our customers at no additional charge.
Customers may contact Customer service as often as needed on
our toll-free number. Our center operates 24 hours a day, 7 days
a week, and 365 days a year.
s e r V i C e
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
13
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
reporting at your Fingertips
First American offers the convenience of FirstView online reporting
to the merchant for a small fee paid monthly per account. it is
optional to raise this charge to generate additional income.
you can view your reporting online via the Daily Dashboard at
no additional charge, and serves as your source for up-to-the-
minute information and sales tools. The Daily Dashboard allows
you to view and track new applications, equipment/lease orders,
maintenance requests, and retention statuses. Different tabs and
reports are used to help navigate and provide easy accessibility
through the Dashboard:
• The Portfolio Data tab allows you to obtain information
specifically about your merchants.
• The New App status report shows all activities pertaining
to boarding a new merchant account. in general, the new
merchant application status shows on the New App status
report for 7 days.
• The equipment status report displays notes pertaining to
equipment leased through merimac Capital for 30 days after
submittal.
• The maintenance status report contains notes pertaining to
the maintenance of an existing merchant for 30 days. This
includes items such as address changes, DDA changes, card
adds (after initial activation), equipment adds and more.
• The retention status report displays notes generated from
merchant calls to obtain contract information or to close their
account.
• The merchant inactivity report allows you to design a query
on merchants that have not sent transactions for a defined
period of time (e.g. shows all merchants in the portfolio that
have not processed for the last 7, 30 or 90 days).
• The Daily Dashboard features a tab for the Administration
of Profile information and user management, which allows
all levels to maintain their own profile information and
administer an assistant.
• The residual report is under the Portfolio Data tab allowing
the download of residual reports. The link is only visible to
owners and their assistants (if permission is granted).
• The New merchant App summary report resides under
the Portfolio Data tab and displays a consolidated view of
merchant boarding status by data range. This report allows
all levels to view a running count of the merchant boarding
deals by status (e.g. pended, approved, and activated).
• messaging capability is available for email and sms/Text
messaging. it allows users of all levels to be alerted on
merchant retention status notes.
• The residual reports are structured to display the
following:
samples of these reports can be found in exhibit A on page 15.
r e P O r T i N g
sales Office
Office group
sales rep Number
merchant
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
s A l e s & m A r K e T i N g
s u P P O r T
support you Can Count On
First American utilizes several departments to provide direct
assistance to our partners. Our Client relations Consultants act
as a liaison between you and First American. Our consultants
provide training, assistance, and answer any questions that may
arise.
Additionally, First American houses its own marketing department
to fill any marketing requests for the company and its partners.
Our marketing team develops, designs and implements all of our
marketing materials including direct mail pieces, brochures, flyers,
letters, press releases, print and web advertising, newsletters, mass
emails, posters, etc. Our team can fill virtually any request as long
as we have the resources and a reasonable amount of production
time is permitted. There is no cost for our time, work, or design;
however we do pass on the printing and production costs to our
partner. Our team can also customize any existing marketing
materials or create customized pieces specifically for your office.
samples of our marketing collateral can be found in exhibit b on
page 21.
14
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
15
A P P l i C A T i O N s T A T u s r e P O r T
e X h i b i T A
e Q u i P m e N T s T A T u s r e P O r T
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
16
e X h i b i T A
m A i N T e N A N C e s T A T u s r e P O r T
r e T e N T i O N s T A T u s r e P O r T
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
17
e X h i b i T A
m e r C h A N T i N A C T i V i T y r e P O r T
m e r C h A N T A P P s u m m A r y r e P O r T
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
18
r e s i D u A l r e P O r T
e X h i b i T A
m y P r O F i l e
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
19
e X h i b i T A
C h A N g e P A s s W O r D
u s e r m A N A g e m e N T
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
20
e X h i b i T A
C r e A T e A s s i s T A N T
F i r s T A m e r i C A N P A y m e N T s y s T e m s — T h e r i g h T s O l u T i O N F O r y O u r b u s i N e s s
e X h i b i T b
m A r K e T i N g C O l l A T e r A l s A m P l e s
21