MERCHANT SERVICES FAQ
How does a credit union benefit by choosing Total
Merchant Concepts (TMC) over other processing options?
Credit unions are known for Excellence in customer service.
The largest benefit gained by selecting TMC over the competition, is aligning
with a company that operates with the same level of customer service and
integrity that you do. When you refer your members to TMC, you will be able to
refer with confidence, knowing that your member will have a pleasurable
experience that makes both the credit union and TMC look good.
What support services does TMC offer to credit union
staff and business members?
TMC offers training sessions for the credit union upon
request. TMC has experienced customer service representatives to answer any and
all questions posed by credit union business members and TMC is also able to
offer staff training for businesses that require it.
How long will it take to respond to a credit union member
if they are experiencing a problem?
Most challenges that occur with credit card processing
machines or with statement or billing issues can be handled immediately over
the telephone. In the event of a malfunctioning terminal, TMC we can have a
terminal replaced within 24 hours. All customer service related calls are
answered immediately and after hours numbers are made available to credit union
members as well.
Providing Excellent Service over the phone is not an easy
task - how does TMC address this issue for credit unions that are not in their
delivery area?
The credit card processing industry has almost always been
handled over the phone - most technical issues and challenges can be resolved
quickly so the location of the member experiencing the challenge is usually not
a problem. TMC focuses on training its staff in the following critical areas:
full disclosure of all rates and fees associated with the industry,
consultative selling and finally, Integrity and Excellent Service techniques.
Living up to the high level of service provided by your credit union is not an
easy task - however TMC is fully committed.
Does the member have to sign a long term agreement?
No - TMC offers a month to month service agreement. Credit
union members can choose to leave TMC at anytime with a 30 day written notice.
Is there a prepayment penalty to terminate the contract?
Not if the 30 day notice is given - if the notice is not given,
there is a cancellation fee. It is important to note that TMC's application and
extensive installation checklist thoroughly reiterate the cancellation policy.
Are there hidden fees?
All fees are clearly disclosed - this is a critical part of
making sure that your member has a great experience.
What kind of customer service is provided?
In addition to a very consultative sales process, TMC has a
contact schedule that is not common in the merchant services industry!
Is there 24/7 personal customer service offered?
Yes - live, courteous support is provided 24/7.
What kind of reporting capability is there for both the
merchant and the credit union?
The merchant will receive a monthly merchant statement
outlining its fees and processing activity. If it prefers online reporting, TMC
will make that available as well. The credit union receives a monthly report of
activity and income as well as a weekly report of any installations and a
quarterly report of member activity.
Is the provider out to sell or lease machines or service
the member?
If the credit union member has processing equipment
compliant with Visa/MasterCard, TMC can use it. If the member needs new
equipment, TMC sells the terminals, too. TMC does not lease credit card
equipment as leasing is not a Win/Win for the credit union member. If a
business cannot afford to purchase equipment, TMC has non-equipment options and
offers two to three month payment options - depending on the price of the
terminal. (Terminal prices range from $199 to $1000 w/ an average of $449)
Does the provider provide training for both the member
and credit union staff?
YES! The installation checklist is extensive. It is not
enough to deliver a terminal - a merchant must be knowledgeable of proper card
acceptance, fraud prevention and regulations related to the acceptance of
credit cards. TMC alsp provides training for credit union staff!
Is there transaction liability to the credit union?
No.
Does the provider have and demonstrate integrity?
Yes, TMC currently provides services to well over 100 Credit
Unions across the country.
To put this service to work
for your credit union, email an Account
Executive at contactus@swcorp.org or call 800.442.5763.
