24/7 Call Center
-- Cardholder Support Services
Hot card/card activation services. Around-the-clock hot carding helps protect your cardholders and your financial institution from potential fraudulent activity. And, full-time VRU capabilities enable your cardholders to activate their new or reissued cards whenever it is most convenient for them.
Support includes the following features:
- 24/7 CSR support. CSRs are available to support cardholders who do not have access to a touch-tone phone or require special assistance. Support is available in English and Spanish.
- 24/7 bilingual VRU. VRU scripts are available in English and Spanish.
- Automatic Number Identification (ANI). ANI compares the telephone number from which a cardholder is calling to the number in the cardholder’s file for identity verification.
- Marketing messages. Custom promotional marketing messages may be played when a cardholder is on hold with the VRU.
- Language line translation service. This optional service provides non-English speaking cardholders with translation services for hot card and card activation calls in more than 150 languages.
- Immediate fax notification. Fax notifications of hot cards can be sent to you within 15 minutes after Visa is contacted by the cardholder.
- Holiday call forwarding. This service enables you to reroute incoming calls to CSS during holidays.
Fraud call center services. CSS offers a high quality, turnkey fraud call center solution for financial institutions using Falcon Fraud Manager. Visa fraud analysts monitor suspicious transaction activity and, based on rules defined by your financial institution and fraud scores, call your cardholders if they suspect unauthorized use. If a cardholder is unavailable when a fraud analyst calls, the analyst leaves a message including a toll-free number, unique to your financial institution, to encourage a return call. Analysts also work proactively to block confirmed fraudulent or high-risk transactions, helping to minimize fraud losses.
Fraud call center services include:
- Comprehensive Falcon monitoring performed by experienced Visa fraud analysts
- Falcon Expert and Flash Fraud Rules management
- Confirmation calls to your cardholders to investigate suspicious transaction activity
- In-bound call coverage on a dedicated toll-free number for cardholders to return analysts’ confirmation calls
- Account blocking for high-risk and confirmed fraud cases
- Communication of blocks and confirmed fraud activity to your financial institution
- Directory assistance update service to provide correct phone numbers for invalid listings
- Optional language line translation service for non-English speaking cardholders
- Daily and monthly statistical and operational reports
Prepaid card customer service. CSS offers the following support for Visa Prepaid products:
- Cardholder help desk for web interface
- Cardholder inquiries/balance inquiries
- Card registration/profile update
- Card activation
- Hot card/status account
- Card replacement
- Password reset