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Cardholder Services
At CAPITAL, clients and customers are the first priority. We strive to provide a higher level of service than is expected and always embrace questions from our customers. Our response to inquiries, both in content and conduct, conveys our value as a company to the customers we serve.
- Automated Client Empowerment System (ACES)
With ACES, we have dramatically improved our service capabilities by automating tasks such as 1) the automatic transferring of information between host and a PC application 2) adding additional business logic such as asking the user to verify the cardholder’s address and telephone number before releasing information and 3) automating repetitive process steps. ACES gives us a more controlled operating environment, along with highly improved service quality. We were able to make a significant reduction in our client’s host processing costs because of the way ACES now accesses the host information. With ACES, we can ensure the consistent application of a client’s business rules in nearly 100% of all cardholder interactions.
- Response Center
We're able to answer questions and service cardholders' accounts through our Response Center by offering "live" agent support. Customers are also able to access their account information using a touch-tone telephone through our Interactive Voice Response, available 24 hours a day, seven days a week. We make ourselves available to provide the best possible service by delivering prompt, accurate and courteous replies.
- Internet Card Service
We offer our clients the option of allowing their cardholders access to their credit card information via our Internet Card Service product. Cardholders can obtain up-to-the-minute account activity via this on-line channel. For their convenience, cardholders can choose to make bill payments online as well as review a complete itemization of their charges. Our Internet Card Service complements our traditional IVR and live agent support, and provides a seamless solution for all of your cardholders' servicing needs.
- Dispute Resolution/Chargebacks
CAPITAL clients can rely on our highly trained and experienced
staff for comprehensive billing dispute resolution and chargeback
support. CAPITAL utilizes FDR®'s powerful processing
system to track and create comprehensive audit trails on
initiated chargebacks and retrieval requests. Our clients
benefit from our MasterCard® and Visa® rule experience
in ensuring these highly sensitive financial transactions
are processed accurately and promptly to limit our client's
risk of financial exposure.
- Correspondence Processing
Our Correspondence unit handles all written correspondence from our client's cardholders. All documents are date-stamped from our mail services facility to provide immediate control. We prioritize the correspondence by order of importance, based on whether the response to the cardholder can be accomplished via a standard system letter or if it requires additional research and a custom response. Presidential or sensitive letters that have compliance issues are given the highest priority and are reviewed by our Compliance Officer and then approved by our clients before responses are sent to the cardholder.
- Loss Prevention Services
At CAPITAL, we work to prevent fraud by processing and investigating potentially invalid transactions posted to a cardholder's account. And when fraud does occur, we attempt to recover such losses. Our loss prevention support ensures our ability to recognize unauthorized cardholder charges and identifies transactions with denied or no authorization so they can be reviewed for potential recovery. We work with our customers to investigate and document fraudulent transactions and transfer balances and current transactions onto new accounts. Our focus is on preventing financial losses while maintaining customer satisfaction.
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| Cardholder Services |
Points of Interest
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- Live agent support
- Interactive Voice Response (IVR) system
- On-line Internet Card Servicing system
- Security and Fraud Management
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