CARDHOLDER SUPPORT

Satisfy Cardholder Needs with Robust Support Service

Get the flexibility that your program needs–and the world-class service your cardholders deserve–with customizable, integrated cardholder support from Visa DPS. With our proven and reliable 24/7 customer support, you'll provide better service to your cardholders, improve card activation rates, and protect your program from fraud loss.

Why Visa DPS Cardholder Support?

Key Features of Cardholder Support Services

Visa DPS offers flexible, reliable and robust Cardholder Support, including:

Using a toll-free number unique to your financial institution, Cardholder Support Services can provide support around the clock (full-service plan) or during off-hours (shared service plan).
Around-the-clock hot card services help 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.
Customer service representatives 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.
Voice response unit (VRU) supports eight languages in addition to English: Armenian, Cantonese, French Canadian, Mandarin, Punjabi, Spanish, Tagalog, and Vietnamese.
ANI compares the telephone number from which a cardholder is calling to the number in the cardholder's file for identity verification.
Custom messages may be played in the VRU, such as key marketing messages to enhance your brand or informational notices that help educate your cardholder on key.
This optional service provides non-English speaking cardholders with translation services for hot card and card activation calls in more than 150 languages.
This service enables you to reroute incoming calls from your call center to Visa CSS during holidays.

Visa offers a high-quality, turnkey fraud call center solution for financial institutions using Falcon Fraud Manager. Services include:

  • Comprehensive Falcon monitoring
  • Falcon Expert and Flash Fraud Rules management
  • Confirmation calls to your cardholders using an integrated, automated dialer to investigate suspicious transaction activity
  • In-bound call coverage on a dedicated toll-free number for cardholders to return 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

Cardholder Support offers the following support for Visa prepaid products:

  • Cardholder inquiries/balance inquiries
  • Card registration/profile update
  • Card activation
  • Hot card/status account
  • Card replacement
  • Password reset
  • Adjustments

Cardholder Support provides turnkey cardholder support services for financial institutions that use Verified by Visa:

  • Cardholder help desk for web interface
  • Card registration
  • Password reset
  • Temporary password issuance
  • Account activation/deactivation
  • Account unlock

Visa Cardholder Support Product Profile

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How You and Your Customers Benefit

Reduce Costs and Minimize Resource Requirements

Outsourcing costly contact center services can be a cost-effective option, whether you choose the full- or shared-service option.

Utilize Industry-Leading Fraud Management Services

Visa Cardholder Support Services provides a full-service fraud management solution without hiring, training, or devoting staff to support fraud monitoring and call center operations. Visa's turnkey fraud monitoring solution enables financial institutions of all sizes to benefit from an affordably priced neural network-based fraud management system.

Depend on World Class Customer Service

Your customers can rest assured knowing that they will receive courteous and responsive service from Visa's fully bonded and trained call center personnel. From activating new cards to reporting stolen cards or unlocking an account, our customer service representatives are available 24/7 to help your customers. For customers looking for self-service alternatives, the VRU offers a low-cost, scalable option that provides customers convenient and private access to their account information.

WHAT'S YOUR PROCESSING CHALLENGE?

Contact us to draw on our more than 18 years of high-volume processing.

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