News You Need to Succeed

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O C T O B E R 2 0 1 6

SHAZAM’s 2017 Forum ������������������������������������������������������������������������������������������2

SHAZAM honored as a top workplace ��������������������������������������������������������������������3

With SHAZAM BOLT$ P2P, send money to virtually anyone �������������������������������������4

We’re an NCSAM Champion; are you? ��������������������������������������������������������������������5

Empower your cardholders in the battle against fraud �������������������������������������������6

Fraud can be a real Scrooge at the holidays ����������������������������������������������������������7

Completing your ACH exam ������������������������������������������������������������������������������������8

Why did my card get declined? ������������������������������������������������������������������������������9

Designate an after-hours fraud contact ����������������������������������������������������������������10

Visa EMV liability shift chargebacks����������������������������������������������������������������������11

4 resources to help your merchants protect payments ����������������������������������������12

MasterCard adds claims of coercion to BRAM program ���������������������������������������13

Visa changes rule on captured cards �������������������������������������������������������������������15

Do you know whom to call at SHAZAM? ���������������������������������������������������������������16

SHAZAM training ��������������������������������������������������������������������������������������������������18

‘Get Your Game On Rewards’ winners �������������������������������������������������������������������19

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SHAZAM’s 2017 Forum

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SHAZAM honored as a top workplace

Members of SHAZAM’s corporate team and human resources team attended The Des Moines Register’s Top Workplaces awards reception on Sept. 15 in

Des Moines, Iowa. Pictured from left to right: Kristi York, HR representative; Jackie Rolow, executive vice president and chief talent officer; Scott Dobesh, executive

vice president and CFO; Dan Kramer, senior vice president of government and community affairs; Amy Adkins, senior vice president and corporate attorney;

Paul Waltz, president and CEO; Sharon Peters, senior HR representative; and Steve Heston, executive vice president and chief sales and marketing officer.

SHAZAM is proud to announce we’ve been chosen as one of The Des Moines Register’s Top Workplaces in Iowa.

The honor comes as a result of a survey SHAZAM employees took in late February. Based on the feedback SHAZAM employees gave in the survey, the company was named one of the top 50 medium-sized companies in Iowa by The Des Moines Register, a statewide daily newspaper.

In an email announcing the award to employees, SHAZAM’s president and CEO Paul Waltz said he feels privileged to lead such a great company.

“SHAZAM is defined by each of you, who together are a testament to our mission of ‘strengthening community financial institutions,’” Waltz said. “Together, our contributions allow community financial institutions to change the lives of the customers they serve every day in small towns throughout this country.”

The Top Workplaces survey results were featured in a special section of the Sunday Des Moines Register on Sept. 18. A video featuring SHAZAM employees will be published on the Register’s website through the end of the year.

SHAZAM is very proud of our employees and the positive workplace they help create every day.

In the Spotlight

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Good news! SHAZAM® BOLT$™ cardholders can now send payments to non-SHAZAM cardholders.

They can invite MasterCard®, STAR®, PULSE® and Visa® debit cardholders to register for SHAZAM BOLT$, then send money to them using the person-to-person (P2P) money transfer service.

This expands the pool of P2P payment recipients to virtually anyone, making SHAZAM BOLT$ a must-have tool for your cardholders!

• If your financial institution is enrolled in the P2Pservice — This enhancement is automatically enabled,with no app update required for your cardholders.

• If your financial institution isn’t enrolled in the P2Pservice — Contact your SHAZAM client executive tosign up or to learn more.

Sending moneySHAZAM BOLT$ P2P cardholders can send money to new recipients in three easy steps.

1. Log in to SHAZAM BOLT$, tap the Send Money optionand enter the recipient’s email address. Recipientswho aren’t already registered for SHAZAM BOLT$ getan email with a registration link.

2. Wait to receive an email saying the recipient hasregistered.

3. Complete the payment process using the Send Moneyoption.

Educating cardholdersWe offer a variety of marketing materials to help you promote SHAZAM BOLT$ and the P2P service to your cardholders. Check them out today on the SHAZAM Power Marketing Program website.

With SHAZAM BOLT$ P2P, send money to virtually anyone

Products and Services

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The Department of Homeland Security and the National Cyber Security Alliance have named October National Cyber Security Awareness Month (NCSAM) to raise awareness about cybersecurity.

The theme of this year’s NCSAM campaign is “Our Shared Responsibility.” The campaign is designed to:

• Engage the public and private sectors through events and initiatives to raise awareness about cybersecurity

• Provide the tools and resources needed to stay safe online

• Increase the resiliency of the U.S. in the event of a cyber incident

Take actionThere are many ways to get involved in spreading the message of NCSAM. Whether through social media, at home or in the office, the National Cyber Security Alliance can help you get the word out. Online resources are available, including social media examples, posters, tip sheets and other materials.

NCSAM ChampionSHAZAM is once again an NCSAM Champion. We become a champion each year to show our employees and clients that keeping information secure is our top priority. Now, we encourage you to become an NCSAM Champion as well to show your support! Becoming an NCSAM Champion is simple and free.

Weekly themesThe awareness month is organized into weekly themes. New materials and ideas will be published each week. Here are the weekly themes for 2016:

• Week 1: Oct. 3 – 7 — Every Day Steps Towards Online Safety with Stop.Think.Connect.™

• Week 2: Oct. 10 – 14 — Cyber from the Break Room to the Board Room

• Week 3: Oct. 17 – 21 — Recognizing and Combating Cybercrime

• Week 4: Oct. 24 – 28 — Our Continuously Connected Lives: What’s Your ‘App’-titude?

• Week 5: Oct. 31 — Building Resilience in Critical Infrastructure 

As our lives become more connected through the internet, the impact of cybercrime increases. Consider spreading the word about NCSAM. Raising awareness is an important first step in prevention!

We’re an NCSAM Champion; are you?

Make the switch to SHAZAM Secure® and you will be! As an industry leader in information technology (IT) compliance, SHAZAM will save you valuable time and resources, ensuring you meet today’s regulatory challenges head on.

Contact Tom Quist, SHAZAM Secure account executive, at tquist@shazam.net to learn more about SHAZAM Secure today.

A r e y o u c y b e r s e c u r i t y r e a d y ?

Fraud and Risk Management

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The more your cardholders understand fraud, the better prepared they are to help fight fraud.

The newly designed “When you least expect it, fraud can happen to you” campaign is now available on the SHAZAM Power Marketing website.

This campaign provides cardholders with tips to prevent fraud to their financial accounts and instructions on what they need to do if fraud happens to them, including important contact information.

This valuable campaign gives your cardholders power in the fight against fraud.

Placing an order is easy — visit SHAZAM Power Marketing, click Fraud, then When you least expect it and order your material today!

SHAZAM Power Marketing has diverse marketing solutions that boost revenue by promoting your financial institution’s products and services. Turnkey marketing campaigns include:

• Professionally designed inserts

• Web banners

• Blogs

• Facebook cover photos

• And much more

Be sure to download the newest SHAZAM Debit Rewards marketing material, “Get Fit Rewards,” to increase your debit card use and your revenue.

Forgot your password? No problem. Click Forgot your password? (directly below the Returning Customers: Quick Login section). You’ll be asked to enter your email address for password assistance.

Empower your cardholders in the battle against fraud

New to SHAZAM Power Marketing? To create a new account, click Submit Registration, and you’ll have instant access to our wide variety of marketing campaigns to meet your financial institution’s needs.

Fraud and Risk Management

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It’s only October, but those sleigh bells are jingling, ring-ting-tingling too. Keep your holiday season holly and jolly by being prepared to minimize your fraud losses, protect your customers’ confidence in your institution and defend your bottom line from the greedy hands of fraudster Grinches.

If you haven’t yet implemented FICO® Falcon® Fraud Manager and SHAZAM Case Management Services, don’t wait any longer! Falcon can help you prevent fraud during the busy holiday season and beyond.

If you’re already using Falcon, consider adding more protection with 100 percent real-time scoring. You can score all transactions in real time and still see a return on investment with significant fraud savings!

Please see below for details on all of your options to fight fraud with Falcon.

Falcon and case management services SHAZAM is one of the only networks in the marketplace today to offer the leading-edge version of Falcon. We use this tool for early detection of unusual transaction activity that may indicate fraud. This includes both signature and PIN debit transactions, regardless of whether they originate from an ATM or POS device.

Transactions are analyzed against a cardholder’s profile to determine if they fit into the cardholder’s typical spending patterns.

Each transaction is assigned a risk score from 1 to 999. If the risk score exceeds a threshold, a case is generated and a SHAZAM fraud specialist investigates by attempting to contact the cardholder. If the transaction is found to be fraudulent, the card is blocked and further fraud is stopped.

Falcon real-time scoring Real-time scoring gives SHAZAM the ability to decline known fraud or significantly risky transactions on the spot.

Transactions are sent to Falcon from the SHAZAM switch. Then Falcon scores the transaction in real time and provides either an “approve” or “decline” message back to the switch, based on the rules we have in place and the score threshold set by your institution.

If the message is “decline,” the transaction is declined at the POS and isn’t allowed to complete. Declined transactions create a case that’s researched by SHAZAM fraud specialists and is used to further refine the cardholder’s profile.

100 percent real-time scoring To provide premium protection, we recommend scoring all of your transactions in real time. We estimate that if all institutions with Falcon conditional real-time scoring made the switch to 100 percent real-time scoring, the fraud savings would average nearly 20 percent!

For more information To learn more about enrolling in Falcon Fraud Manager and SHAZAM Case Management Services, please contact your SHAZAM client executive today.

Fraud can be a real Scrooge at the holidaysProtect yourself by signing up for Falcon Fraud Manager today

Products and Services

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Here’s what you can do while SHAZAM Secure completes your ACH exam:

• Focus on your customers

• Feel confident your ACH exam is flawless

• Complete your other to-do lists

• Throw a party!

ACH exams must be complete by Dec. 31, 2016.

Certified SHAZAM Secure Accredited Automated Clearing House (ACH) Professionals (AAPs) evaluate your ACH operations and ensure compliance with NACHA’s Appendix 8 Audit Requirements. We also provide a final report of our findings.

BSA examRemember, you must also annually complete your Bank Secrecy Act (BSA) exam. Our risk-based approach will review your financial institution’s policies, procedures and processes in this critical area.

We’ll address your Office of Foreign Asset Control (OFAC) program, Customer Identification Program, due diligence of deposit accounts, independent transactional testing and other key areas regulators consistently focus upon.

Completing your ACH exam

Let us shorten your to-do list and save your staff valuable time. Email Tom Quist, SHAZAM Secure account executive, by Oct. 31, 2016, to schedule your exam. Combine your ACH and BSA exams and Tom will give you $100 off each.

Products and Services

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SHAZAM fraud operations receives many calls throughout the day from cardholders getting declined on transactions they’re trying to make. Unfortunately, a large number of those calls are declines we can’t assist with, but cardholders state they were referred to SHAZAM by their financial institution.

In these situations, we must inform cardholders that they need to call their financial institution back to explain and handle the decline. Cardholders may feel as if they’re being bounced back and forth, which isn’t a very good customer experience for them.

When SHAZAM can helpOur fraud specialists can only assist cardholders who are getting declined with a FICO® Falcon® Fraud Manager real-time decline (Action Code 102) or a temporary card block that SHAZAM has placed (Action Code 104). Any other decline / action code must be handled by the financial institution. SHAZAM won’t remove a temporary card block the financial institution has placed.

Check the account in SHAZAM AccessWe recommend that if you receive calls from cardholders getting declined, rather than simply referring them to SHAZAM, check the accounts in SHAZAM Access to determine the type of declines they’re receiving so you can give the cardholders the best customer service by being able to handle the situation on that initial call.

Below is a list of some common decline codes:

• 108 — Bank identification number (BIN) or primary account number (PAN) block decline. The financial institution can alter the block criteria to allow the transaction to go through.

• 121 — Exceeds daily limit. The financial institution may choose to raise the cardholder’s limit to allow the transaction to go through.

• 116 — Insufficient funds.

• 107 — Expiration date or card activation issues.

You can find a complete list of action codes in SHAZAM Resource.

For more informationIf you have any questions, please call SHAZAM fraud operations at 800-537-5427, ext. 2899.

Why did my card get declined?

Fraud and Risk Management

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No matter what time the clock strikes, fraud can strike then too. Fraudsters have a habit of wreaking havoc at the most inconvenient times, such as evenings, weekends and holidays.

When SHAZAM identifies potential fraud that requires your immediate attention, we’ll call your institution to discuss the situation and any preventive action you can take.

To ensure we can always reach someone from your institution, please keep at least one after-hours fraud contact on file with SHAZAM. This contact should be able to authorize, approve and perhaps implement the actions needed to deter fraud, including actions that may incur fees.

To designate one or more after-hours fraud contacts, please email the following information to emailupdates@shazam.net:

• Your financial institution name

• Your routing number

• The name and telephone number of each after-hours fraud contact

• A note indicating each of the contacts should be marked as after-hours fraud contacts

For more informationIf you have any questions, please call SHAZAM fraud operations at 800-537-5427, ext. 2899.

Designate an after-hours fraud contact

Fraud and Risk Management

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Due to delays in the certification of merchants’ customized POS solutions, some merchants have reported to Visa® that they’ve been unable to accept EMV® chip cards. To provide relief for merchants, Visa has introduced two new initiatives. Please see below for more details.

Minimum chargeback amount For chargebacks processed on or after July 22, 2016, through April 13, 2018, Visa will implement a $25 minimum for card-present counterfeit fraud chargebacks (Visa chargeback reason code 62 – Counterfeit Transaction and Interlink® chargeback reason code 2462 – Counterfeit Transaction).

Number of chargebacks per account Effective for chargebacks processed on or after Oct. 15, 2016, through April 13, 2018, Visa will block chargebacks that exceed 10 per account in a 120-day period for reason codes 62 and 2462 on U.S. domestic transactions. The calculation of 10 per account in 120 days will begin for chargebacks initiated on or after Oct. 15, 2016.

As a reminder, SHAZAM recommends that issuers charge back the 10 transactions with the highest dollar amounts.

Chargeback rights Chargeback rights for reason code 62 apply when:

• It’s an EMV card with a service code of 02 or 06

• It’s a non-EMV terminal and the terminal capability code is not 05

• It’s a counterfeit card; the real card is in the cardholder’s possession, not lost / stolen or not received as issued (NRI)

• The card has been hot-carded with a pick-up response

Please Note: Even if chargeback rights aren’t available, issuers are still obligated to report fraud. Please share this information with any of your staff members that process chargebacks to avoid any unnecessary processing fees.

For more information If you have any questions, please call SHAZAM client support at 800-537-5427 (options 2, 1) or submit a service request online using SHAZAM

® Web Rep.

Visa EMV liability shift chargebacks

Fraud and Risk Management

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New resources are available for merchants to download from the Payment Card Industry Security Standards Council (PCI SSC) website.

The PCI Payment Protection Resources for Small Merchants include:

1. A basic guide to safe payments

2. Real-life pictures of merchant payment systems

3. Questions for merchants to ask their technology and service providers

4. A short glossary that simplifies technical terms

With simple diagrams and everyday language, the resources are designed to provide a common point of understanding between small merchants, their financial institutions, payment processors and vendors on why and how to protect against payment data theft.

For more informationFor more information, check out the July 7 PCI Perspectives blog post titled “Focusing on the Fundamentals: Payment Protection Resources for Small Businesses.”

4 resources to help your merchants protect payments

Merchants

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Over the past several months, MasterCard® has been receiving an increasing number of notices regarding cardholders who claim to have been physically or otherwise coerced to conduct transactions.

Since the Business Risk Assessment and Mitigation (BRAM) program is designed to protect all stakeholders in the MasterCard payments network from illegal or brand-damaging transactions, claims of coercion are added to the BRAM program, effective immediately.

What’s considered a valid claim of coercion?MasterCard will consider a claim of coercion valid if the cardholder (or the cardholder’s immediate family member) is coerced to complete a transaction because of threat of physical harm or the unlawful taking of property if the cardholder refuses to complete the transaction.

Investigation criteriaMasterCard will investigate alleged coerced transactions if it receives complaints about a merchant filed by two or more issuers.

In addition, these transactions will need to have been previously submitted for fraud reporting by the

issuer to the System to Avoid Fraud Effectively (SAFE) using fraud type code 00 (lost) or 01 (stolen).

For each cardholder claim, the issuer must provide the following documentation:

• A police report, if available.

• The cardholder’s description of the event. If the police report is not available, the description of the event also must state whether an attempt was made to file a report and, if not, why a report wasn’t filed.

• The MasterCard Coercion Claim Affidavit form completed by the issuer on the cardholder’s behalf with the cardholder’s consent, thereby authorizing MasterCard to contact law enforcement regarding the event. This form is located in SHAZAM Resource > Forms > Chargebacks > MasterCard Coercion Claim Affidavit.

After completing the above documentation, please submit a chargeback request using the Transaction History screen in SHAZAM Access.

MasterCard adds claims of coercion to BRAM program

Merchants

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Here you’ll upload the required documentation to the chargeback request. The chargeback department will review and forward your claim to MasterCard.

Investigation processUpon receiving at least two notices of alleged coerced transactions occuring within 60 calendar days of each other from two or more issuers concerning the same merchant, MasterCard will review fraud data extracted from SAFE and may continue with the investigation.

Completion of BRAM investigation • No violation — If MasterCard

doesn’t find a violation, it will notify SHAZAM and the responsible acquirer that the investigation is closed without a finding of noncompliance. SHAZAM will forward this notification to you.

• Valid violation — If MasterCard determines that a violation occurred, MasterCard will notify SHAZAM and advise that a chargeback right is available.

SHAZAM will notify you and process the chargeback on your behalf.

For more informationIf you have any questions about MasterCard’s BRAM program, please call SHAZAM client support at 800-537-5427 (options 2, 1) or submit a service request online using SHAZAM

® Web Rep.

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Merchants

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Effective Oct. 15, 2016, Visa® will no longer require that cards captured in an ATM be returned to the issuer.

This means a Visa issuer should no longer incur the $15 handling fee associated with a card captured in an ATM.

However, you may still incur reward fees if the card is picked up by a store employee as a result of an authorization request.

For more informationIf you have any questions, please call SHAZAM fraud operations at 800-537-5427, ext. 2899.

Visa changes rule on captured cards

Terminals

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Do you know whom to call at SHAZAM?

If you’re a ... And you need help with ... Then call ...

Financial institution • Reaching a SHAZAM employee

• Debit cards, plastics orders or transaction questions

• Automated clearing house (ACH) or MICR cash letter questions

• ATM questions

• Debit card fraud, chargeback or adjustment questions

• Merchant program questions

• Technical assistance with software

SHAZAM client support at 800-537-5427

• Detailed fraud questions SHAZAM fraud operations at 800-537-5427, ext. 2899

Financial institution or cardholder Updating or closing an existing FICO® Falcon® Fraud Manager case SHAZAM fraud operations at

866-508-2693

Cardholder SHAZAM Easy PIN® without reference number 800-717-4923

SHAZAM Easy PIN with reference number only verification 844-EASYPIN (844-327-9746)

SHAZAM Easy PIN with reference number and last four digits of primary account number (PAN) verification 855-EASYPIN (855-327-9746)

Card activation 866-590-4793

Hot-carding 800-383-8000

In the August issue of Spotlight on Service, we provided you with new client support menu options to ensure you’re directed to the correct party the first time you pick up the phone to call SHAZAM. Along with new menu options, we’ve developed an extensive interactive voice response (IVR) system to quickly get you the help you need!

The table below outlines each of your options. Some of the telephone numbers are for you to call, and some are for your cardholders.

Unless otherwise indicated, please don’t provide numbers to your cardholders that you would call for assistance.

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Products and Services

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Passcode verification When your financial institution calls SHAZAM, we may ask you to verify your passcode to ensure we’re talking to an authorized employee prior to disclosing sensitive information.

Sensitive information includes:

• Cardholder name, Social Security number (SSN), address, telephone number and card number

• Falcon case details and updates

There’s only one passcode per financial institution, and SHAZAM can’t release the passcode over the telephone. If you don’t know your passcode, we’ll offer to call you back at your main telephone number to complete the call.

If your institution needs a passcode reset, fax a statement that you need a new passcode on official letterhead to SHAZAM corporate security at 515-558-7617.

Include the following information in addition to the statement:

• Name of financial institution

• Routing number

• Contact name

• Officer signature

Printable menu options Please distribute the updated SHAZAM client support menu options to your team members. We encourage you to print and place them by your telephones for reference when calling SHAZAM.

The menu options can also be viewed and printed through SHAZAM Resource.

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Products and Services

Training

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SHAZAM training

SHAZAM Cardholder Balancing webinarOct. 6: 9:30 – 11:30 a.m. CT Oct. 25: 1:30 – 3 p.m. CT

Description: Get the answers you need to balance your cardholder activity. Become the go-to person at your financial institution for cardholder balancing. This webinar covers how to balance from the source, understanding the entries you need to make and how to handle out-of-balance situations.

SHAZAM Debit Card Fraud and Chargebacks seminarOct. 12: Bloomington, Minnesota Embassy Suites Minneapolis — Airport 7901 34th Ave. South; 952-854-1000

Oct. 19: Kansas City, Missouri Embassy Suites — Kansas City Plaza 220 W. 43rd St.; 816-756-1720

Oct. 27: West Des Moines, Iowa Holiday Inn & Suites 6075 Mills Civic Parkway; 515-309-3900

Description: Learn everything you need to know about debit card fraud, disputes and chargebacks. Topics include:

• Fraud trends

• Risk management tools

• Fraud reporting

• The complete chargeback cycle, including:

• Retrieval requests

• Chargeback reasons

• Financial institution and merchant responsibilities

• Documentation

SHAZAM ATM Balancing webinarNov. 3: 9:30 – 11 a.m. CT Nov. 8: 1:30 – 3 p.m. CT

Description: Get the answers you need to balance your ATMs from the source and become the go-to person at your financial institution when it comes to ATM balancing. Topics include proper account setup, the complete balancing process and places to look if you’re out of balance.

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‘Get Your Game On Rewards’ winners

• Karla P. of Latimer, Iowa (First Citizens National Bank; Mason City, Iowa)

• Jeffrey T. of Pittsburg, Kansas (Equity Bank; Wichita, Kansas)

• Max C. of Newton, Iowa (Bank Iowa; Clarinda, Iowa)

• Milo H. of Centralia, Illinois (First National Bank of Kinmundy; Kinmundy, Illinois)

• Mackenzie D. of Pickerel, Wisconsin (Laona State Bank; Lakewood, Wisconsin)

• Eddie W. of Milan, Tennessee (Farmers & Merchants Bank; Trezevant, Tennessee)

• Margaret J. of Fayetteville, Arkansas (Northwest Arkansas FCU; Fayetteville, Arkansas)

• Angelia H. of Gleason, Tennessee (Foundation Bank; McKenzie, Tennessee)

A u g u s t w i n n e r s

Spotlight on Service, winner of 15 awards of publication excellence, provides you with information on the financial services industry. It’s not a definitive analysis of the subjects discussed and is not an alternative to the requirements of any regulatory agency.

To join the Spotlight on Service subscription list, send us your name, account number and email address. We also welcome your questions or comments about the newsletter.

SHAZAM, Inc. 6700 Pioneer ParkwayJohnston, IA 50131 shazam.net | @SHAZAMNetwork

Contacts

Fax numbers Chargebacks 515-558-7614EFT implementations 800-267-0549Fraud operations 515-558-7616Merchant services 515-558-7612

Client support Call 800-537-5427 or submit a service request in SHAZAM® Web Rep.

About the newsletter

Congratulations to the August monthly winners for SHAZAM’s “Get Your Game On Rewards” Debit Rewards campaign. The campaign runs July – September 2016. Each of the monthly winners will receive a $50 Victory (SHAZAM) gift card.

Do you want one of your customers to be a lucky winner? To learn how, please call SHAZAM marketing at 800-537-5427, ext. 4394, or email SHAZAM Debit Rewards.

Debit Rewards Winners

Enroll in SHAZAM DEBIT REWARDS today!