Spreading the EMV message: Best practices for staff and member education

first_img 82SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Art Harper Dr. Arthur (Art) Harper is the director of card payment solutions at PSCU. Leading the EMV initiative at the company that is certified and was the first to issue debit … Web: www.pscu.com Details As EMV technology becomes more prominent and the October liability shift deadline approaches, it is increasingly important to make sure all credit unions are prepped to communicate the change to their members to minimize confusion and/or complaints.As leading provider of debit and credit EMV cards, PSCU is working with credit unions to provide useful and up-to-date information. To effectively communicate the power of EMV, we have found it is very important to first educate credit union staff. Here are some best methods for bringing everyone on the team up to speed:Share locations: Educate staff with clear and concise information about EMV locations, including which countries are PIN centric and what U.S. locations have enabled their POS terminals to accept EMV cards. Make sure to provide updates along the way as more locations adopt the technology.Be transparent: Let your staff know that this transition is a living educational process and there will be changes over the next few years as we move through the various stages of the liability shift. There will likely be adjustments and modifications along the way as more adopters come on board.Share personal experiences: Since your internal test group has worked with the technology firsthand, encourage them to provide information and specific examples on their experiences, both positive and challenging. They will have important inside knowledge that will give staff a comprehensive, unbiased look at the technology.Stay positive: With any payment change process, we will always be learning as we go. There will likely be kinks at the start that will eventually get worked out. Remind staff to keep a positive attitude and avoid becoming frustrated.Cover all bases: If you did a mass reissue of members’ cards, it is important to cover this topic when speaking with staff. Advise everyone to remind members they will need to update any reoccurring payments with their new card number if it was changed.Once your staff is up to speed on EMV and can clearly and confidently communicate important information, they are ready to educate members. Here are some best methods for relaying the facts quickly and efficiently:Outline information: Place pertinent information directly on the card carrier outlining what the EMV card is and how it will benefit each credit union. Make sure your call center is ready to answer any questions that may arise during the transition.Provide updates: Let members know that not all merchants will accept EMV by October, and that some may never choose to upgrade to the technology. Provide new information and updates to members about participating merchants as it becomes available.Update your website: Make sure to include information on your website, providing basic facts about EMV, where EMV can be used, what to do when you’re overseas, links to instructional videos, etc. Then give members an insert with the card carrier that directs them to your website for additional information and guidance. Be sure to continually update your site as new information becomes available.Remember that at the end of the day, it’s all about the consumer experience. Consumers value doing business with companies that are transparent and consistently look out for their best interests. If you are providing your members with clear and concise information that they can easily read and understand, you can effectively position your card to be at the top of each member’s wallet.last_img

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