Heartland Support Teams

Heartland Support Teams

Lets explore the Support teams that you will interact with.

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Departments & Support Teams

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DDA Change Support

Client Support

Sales Support

Hardware Support

Change of Ownership

Disputes Resolution

Debit Card Operations

Risk Aka Loss Prevention

Product Operations

Portfolio Managment

Underwriting

Maintience

Disputes Management

The Disputes Management Team handles cases related to chargebacks, which occur when a customer disputes a transaction. The Dispute team ensure that all actions taken during the dispute process comply with industry regulations and the specific rules set by credit card networks like Visa, MasterCard, and others.

Teams

Credit Underwriting

This department verifies that people and businesses are legitimate when we onboard merchants. They also Ensure that the businesses we support are on our list of approved companies.

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Credit Underwriting is responsible for onboarding (keying) and underwriting “net new” merchant applications; which includes our K12, TouchNet, and PetroPay channels. Today, Credit Underwriting is not responsible for the onboarding and underwriting of the Micropayments channel.

Teams

Maintience & Back Office

The maintenance team consists of several roles responsible for boarding and maintaining new and existing merchants specific to the Client's specifications. Because special handling is required, we must engage with the back office(when applicable) whenever there are issues concerning the account's setup. Client support uses two Maintenance teams- Client Support Maintenance and Petro Pay Maintenance and ODS

• Exchange Maintience Teams
• HSC Attricition
• Petro Maintience
• Paperwork
• Global Boarding
• Bank Change

Teams

Product Operations

Product Operations formed in 2009 as the Specialty Product Team (SPT) with a handful of members. The team was formed to support a couple products and also a newly introduced product, Heartland Gift Marketing (now known as Heartland Gift & Analytics). As SPT grew, the team absorbed product support for some of our more challenging products as well as owned support for new products prior to release to the general population/Heartland Customer Service.

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Teams

Debit Card Operations and Research

Debit card operations are essential for managing transaction issues, especially in cases involving Debit exceptions

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+ Research

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+Debit Card Ops

Teams

Change of Ownership

Responsibilites incluide:

• margin analysis, review pricing, and suggest equipment when necessary.
• helps determine new application vs. updated application based on information provided by the merchant.

The Change of Ownership Team consists of New Account Specialists handling new Merchant Identification Numbers (MIDs) when a merchant changes their legal name and federal tax ID. The Heartland Sales Center (HSC) manages these requests, enabling the sales team to concentrate on portfolio growth while the New Account Specialists assist merchants with the onboarding process.

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Teams

Portfolio Management

• Client managers are experienced in sales and account management, and/or have a background in the merchant services industry.
• Client managers are measured and incented on their ability to save merchants in their regional territories and hold margin in their portfolios.
• Client managers use various sales/account management techniques to save merchants, including value-selling, Heartland distinctions, "enrolling" sales processes, etc.
• Client managers do not troubleshoot terminals, or perform operations support.

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Teams

Client Support

Our Client Support division is designed to efficiently handle various account inquiries and provide technical support for our Enterprise Clients and franchise accounts. This includes managing interactions with our larger petroleum clients and merchants such as Marathon, Citgo, and others. The support structure is organized into four major subgroups to ensure specialized and effectivitive support

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Teams

Sales Support

Handles the relationship with the RM. They act as an entry point for all sales calls, perform merchant installation requests, and assist with downloads(when applicable), General POS/Terminal equipment troubleshooting, statement reconciliation, designate POC for new RM’S

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Teams

DDA Change Support

The DDA Change team was created to centralize support of bank account changes for any existing account. This team works to ensure bank changes are processed accurately and in a timely manner to protect the merchant from fraud while also helping ensure the continuity of settled funds.

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Teams

Hardware Support

Hardware Support

Fullfillment

Services

• Manage all communications with HSC for Hardware Support, averaging over 700 emails daily.
• Oversee the Hardware Pricing Matrix and Wireless Terminal activation requests while monitoring logistics.
• Process non-return billing for merchant accounts weekly and handle call tags for these accounts.

The goal of the Hardware Support Team is to work efficiently and effectively with the service center and outside vendors to have the equipment necessary to support our merchant and clients.

There are two deployment areas:

• One that supports Heartland merchants (Legacy)
• The other that supports THS clients, LPOS and POS 360 clients. These two areas on average process 600 orders per day.

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Teams

Risk Aka Loss Prevention

This team is also called Risk. This team will make decisions regarding the risk of our business, potential fraud, and chargebacks.

• Multiple failed security attempts
• DDA change right before calling to get a new virtual equipment

Risk

• DDA change right before adding a new admin email to existing virtual equipment (Portico, Mobuyle, etc.)

Risk Investigations

Loss Management/Colections

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Teams