| 1. RELATIONSHIP MANAGEMENT |
An SVPCO Account Manager is assigned to each Image Exchange Institution.
-Perform relationship management for all customer relationships.
-Coordinate start of new exchanges with banks.
-Work with banks to identify growth opportunities and new product features.
-Complex problem solving.
-Ensure timely responses to all inquires and requests.
-Overall coordination of implementations, including identification of issues and coordinating testing schedule.
-Settlement monitoring and assistance.
-Act as single point of contact to Image Payments Network.
Contact: Susan Goold susan.goold@svpco.com (212)613-9861 |
| Responsiveness and problem solving ability | |
| Product knowledge | |
| Overall satisfaction with Account Manager Support | |
| Comments |
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| 2. CUSTOMER OPERATIONS SUPPORT |
-Provides first level of support to customers.
-Support TCH supplied software systems.
-Monitor all TCH payments systems 24 hours a day 6 days a week.
-Handle all incoming customer requests via phone, web, or email.
Contacts: daynahinds@theclearinghouse.org (336)769-5324
vinnie.desantis@theclearinghouse.org (212)613-0105 |
| Provides monitoring of cash letter activity | |
| Provides support for general inquiries and operational interruptions | |
| Overall satisfaction with responsiveness and problem solving abilities | |
| Overall satisfaction with quality and professionalism | |
| Overall satisfaction with Customer Operations Support | |
| Comments |
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| 3. NETWORK OPERATIONS SUPPORT |
-Install, monitor and maintain customer communication lines.
-Serve as customer's contact for second-level communications and production support.
Contact: Mike Falk mike.falk@theclearinghouse.org (212)613-0144 |
| Ease of reaching a telecom representative | |
| Responsiveness to problems and issues | |
| Problem resolution ability | |
| Overall satisfaction with Telecommunications Support | |
| Overall satisifaction with Image Exchange Distributed Traffic (DTA) Support | |
| Overall satisfaction with Image Exchange Gateway DTA Support | |
| Comments |
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| 7. INFORMATION SECURITY SUPPORT |
-Distribute transmission passwords and SecurID tokens in a timely manner.
-Resolve customer security and password issues in a timely manner.
Contact: david.lafalce@theclearinghouse.org (212)613-0125 |
| Responsiveness and problem resolution | |
| Token and transmission password support | |
| Overall satisfaction with Information Security Support | |
| Comments |
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| 12. MARKETING & PROMOTION |
-Industry group participation (Federal Reserve, ECCHO, etc.).
-Image Affiliate Program.
-Participation in industry tradeshows (BAI TransPay Conference, Payments 2007, and TAWPI Conference, NY Float Roundtable).
-Several presentations made at industry events.
Contact: Nadeane Ballantine nadeane.ballantine@svpco.com (212)613-9829 |
| SVPCO products and services promoted effectively | |
| Overall satisfaction with Marketing and Promotion | |
| Comments |
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