Visa Business School Course...

Developing Leaders inPayments

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Visa

Visa Business School Course Catalog—2013

Register at www.VisaBusinessSchool.com JANUARY 2013 | i

Contents

Welcome to Visa Business School .........................................................................................................................................................................1

Acquiring & Acceptance .........................................................................................................................................................................................2

Introduction to Acquiring ....................................................................................................................................................................................... 2

Merchant Acceptance Practices (Webinar) ...................................................................................................................................................... 2

Merchant Acceptance Practices ........................................................................................................................................................................... 3

Optimizing Your Acquiring ..................................................................................................................................................................................... 3

Bankcard Fundamentals ..........................................................................................................................................................................................4

Fundamentals of Visa Business ............................................................................................................................................................................. 4

Visa Basics .................................................................................................................................................................................................................. 4

Visa First .................................................................................................................................................................................................................... 5

Bankcard Strategy & Management .......................................................................................................................................................................6

Card Profitability ...................................................................................................................................................................................................... 6

Card Program Management – Level 1 ................................................................................................................................................................. 6

Card Program Management – Level 2 ................................................................................................................................................................ 7

Card Program Management – Level 3 ................................................................................................................................................................ 7

International Bankcard Management School .................................................................................................................................................... 8

Chargebacks & Disputes .........................................................................................................................................................................................9

Advanced Dispute Resolution .............................................................................................................................................................................. 9

Basic Dispute Resolution ....................................................................................................................................................................................... 9

Introduction to Chargebacks .............................................................................................................................................................................. 10

Using Visa Resolve Online—For Issuers and Acquirers ............................................................................................................................... 10

Using Visa Resolve Online (VROL) - For Acquirers (Webinar) ....................................................................................................................11

Using Visa Resolve Online (VROL) - For Issuers (Webinar) .........................................................................................................................11

Operations & Technology ...................................................................................................................................................................................... 12

Chip 101 (Webinar) .................................................................................................................................................................................................12

Edit Package Fundamentals .................................................................................................................................................................................12

Financial Reports .....................................................................................................................................................................................................13

Fixed and Variable Costs ........................................................................................................................................................................................13

Implementing Chip with VSDC ...........................................................................................................................................................................14

Introduction to payWave (Webinar) ..................................................................................................................................................................14

Managing Authorizations Effectively ................................................................................................................................................................15

Overview of Clearing and Settlement (Webinar) ...........................................................................................................................................15

VisaNet Financial Management ...........................................................................................................................................................................16

VisaNet Operations Management ......................................................................................................................................................................17

VisaNet Overview ....................................................................................................................................................................................................17

VisaNet Overview (Webinar) ...............................................................................................................................................................................18

Visa Technical Systems .........................................................................................................................................................................................18

ii | JANUARY 2013 Register at www.VisaBusinessSchool.com

Products & Marketing ............................................................................................................................................................................................ 19

Maximizing the Client Life Cycle .........................................................................................................................................................................19

Risk & Security ........................................................................................................................................................................................................ 20

Introduction to Fraud ............................................................................................................................................................................................20

Issuer and Acquirer Fraud Prevention ...............................................................................................................................................................20

Issuer Fraud Prevention .........................................................................................................................................................................................21

Key Management and PIN Security Compliance Validation ........................................................................................................................21

PIN Security ..............................................................................................................................................................................................................22

The Business of Fraud Risk Management .........................................................................................................................................................22

Register at www.VisaBusinessSchool.com JANUARY 2013 | 1

Welcome to Visa Business SchoolThe payment industry is complex, competitive and constantly evolving to meet the demands of the modern consumer and keep pace with accelerating innovation. Those organizations that not only understand the systems and technologies that drive electronic payments, but also appreciate the environment and dynamics of their markets, have a natural advantage over their competition. Visa Business School continually assesses the industry and the markets to understand key issues and drivers. From this knowledge comes the ability to deliver training programs that meet the unique needs of our clients worldwide.

Expert Instructors

With decades of expertise and practical payments experience gained across every continent in the world, Visa Business School faculty are uniquely positioned to deliver fresh insights and relevant strategies and best practices across a wide range of payment topics. Our faculty consists of Visa specialists who

work every day with clients in the industry, as well as a select group of external industry experts who can offer additional insights into the most topical trends and payment techniques

Choice of Learning Solutions

Visa Business School is committed to “developing leaders in payments” at all levels – from senior managers and key decision-makers to card center and operations employees. Whether you are new to the business or an experienced veteran, our goal is to provide you with the tools and relevant knowledge you need to continue to grow your business and career.

We know that the demands of your business can make it a challenge to find the time for training. That is why we offer a range of training channels and workshop locations from which to choose. Browse our catalog or website at www.VisaBusinessSchool.com for complete descriptions of each course.

WorkShopS

Our faculty conducts nearly 150 scheduled workshops around the world each year that cover key aspects of launching and managing profitable card programs for both issuers and acquirers. Highly interactive and practical, our courses address the full spectrum of product, marketing, operational, back office, and risk management best practices and techniques.

SpECIaL EvEntS

Each year, we host one of the industry’s premier training events – the International Bankcard Management School. This challenging, five-day learning opportunity is aimed at strengthening your bankcard expertise through a comprehensive curriculum that combines traditional lecture-based instruction with state-of-the-art multimedia payment simulations.

E-LEarnIng CourSES

One of the most cost-effective and convenient ways to learn the fundamentals, Visa Business School offers a range of online, self-paced e-learning courses on core payment topics. These one-to-three hour e-courses can be launched any time and from anywhere. Students have a full 30 days to complete a course. It’s an excellent way for organizations to train large number of staff across various disciplines.

WEbInarS

Similar to e-learning, our new webinar training channel is designed with convenience in mind. These short, instructor-led courses give you the opportunity to learn about core or topical issues from the convenience of your desktop, yet still retain the ability to interact with our skilled instructors. Our webinar schedule is new yet growing. Check our website regularly for updates.

CuStom LEarnIng

Your business has its own unique challenges and needs. Visa Business School’s custom learning solutions offers flexible, personalized training that is delivered when and where you need it most. Any of our scheduled courses can be conducted in full or adapted to your specific requirements. We are happy to deliver training directly in your offices, anywhere in your local market, or from our own offices. For more information on custom learning, contact us at [email protected].

registration

You can register for any of our courses at www.VisaBusinessSchool.com. Our website contains the most up-to-date information. Visit regularly as new sessions or courses may be added or changed throughout the year. Note: You will need a Visa Online ID to access our website. To obtain VOL ID, visit www.VisaOnline.com. If you have questions or want additional information, please e-mail us at [email protected].

2013 | ACQUIRING & ACCEPTANCE

2 | JANUARY 2013 Register at www.VisaBusinessSchool.com

Introduction to acquiring

This introductory course is a must-take for all those involved in the merchant acquiring side of the payment card industry. With a focus on delivering solid fundamentals, this course provides both new employees and veterans with an overview of acquiring and the dynamics in the marketplace. Participants will gain a foundational understanding of all relevant roles and responsibilities, and come away with a clear understanding of the merchant sales and acquisition process, transaction processing and marketplace relationships.

topics

By the end of this course, participants will be able to:

• Describe an acquirer • Explain the roles of the key stakeholders in the Visa payment

process • Define acquirer revenue sources • Define the steps in the merchant sales and acquisition

process • Describe the benefits of a balanced merchant portfolio • Define transaction processing

• Describe the steps in the authorization, settlement and clearing processes

• Explain dual-message and single-message processing • Describe Stand-in Processing (STIP) • Identify the parties with which acquirers must maintain

relationships • Describe market demands and dynamics

Who Should attend• Staff who are responsible for merchant acquisition • Staff who need to perform merchant site inspections for

risk management • Staff who are responsible for maintaining relationships with

merchants

Course Type: E-learning

Duration: One (1) hour

Languages: Chinese, English, French, Japanese, Portuguese, Russian, Spanish

merchant acceptance practices (Webinar)

This program outlines the right card acceptance procedures and practices for the various categories of merchants, both in card-present and card-absent environments. Chargeback and fraud losses may seem like an inevitable part of running an acquiring business, yet simply putting the correct acceptance procedures in place—including proper management of the merchant’s back-office procedures—can often reduce them.

topics • Setting Up New Merchants • Card Acceptance Procedures for Card-Present Transactions • Card Security Features • Authorization Requests • Card Acceptance Procedures for Card-Absent Transactions • Recurring Transactions • E-commerce Transactions • Card Acceptance Procedures for Travel and Entertainment

Merchants • Copy Requests and Fulfillments • Managing Disputes

Who Should attend

Acquirer staff responsible for merchant training and/or merchant relationship management

Course Type: Webinar

Duration: 2-3 hours

Regions: CEMEA, AP

Course content may vary by region. Not all courses are available in all regions. Participants should attend courses within their own Visa region. Please refer to the workshop calendar for course dates and locations.

ACQUIRING & ACCEPTANCE | 2013


merchant acceptance practices

This program outlines the right card acceptance procedures and practices for the various categories of merchants, both in card-present and card-absent environments. Chargeback and fraud losses may seem like an inevitable part of running an acquiring business, yet simply putting the correct acceptance procedures in place—including proper management of the merchant’s back-office procedures—can often reduce them.

topics • Setting Up New Merchants • Card Acceptance Procedures for Card-Present Transactions • Card Security Features • Authorization Requests • Card Acceptance Procedures for Card-Absent Transactions • Recurring Transactions • E-commerce Transactions • Card Acceptance Procedures for Travel and Entertainment

Merchants • Copy Requests and Fulfillments • Managing Disputes

Who Should attend

Acquirer staff responsible for merchant training and/or merchant relationship management

Course Type: Workshop

Duration: One (1) day

Region: CEMEA


optimizing Your acquiring

This two-day workshop is designed to help you increase your understanding of the acquiring business and show you how to develop a profitable merchant network. A simulation using the Acquirer Profitability Tool highlights the cost and revenues contributing to your profitability. This workshop also provides an overview of new developments in the industry and explains how your financial institution can benefit from them. It is an interactive program led by a Visa expert.

topics • Developing an Acquiring Strategy • Profitability and Competition • The Visa Acquirer Profitability Tool • Merchant Recruitment and Retention • Untapped Market Sectors • The Impact of New Technology • Managing Risk and Fraud

Who Should attend• Management, sales and marketing staff from new acquirers • New management, sales and marketing staff from existing

acquirers • Experienced staff who wish to refresh and update their

knowledge of acquiring


Duration: Two (2) days

Region: CEMEA


2013 | BANKCARD FUNDAMENTALS

4 | OCTOBER 2012 Register at www.VisaBusinessSchool.com

Fundamentals of visa business

This program introduces participants to the world of Visa and is a “must attend” for new employees or for staff new to card center operations. It is also valuable for new managers who want to understand key areas of operation more fully.

Delivered through a combination of lectures, case studies, quizzes and discussions, this program provides information on the Visa payment system. It covers topics such as the Visa organization and its structure, products and services; the authorization and settlement systems; the travel and entertainment segment of the business; the dispute resolution process; and key risk management programs.

topics • Visa Overview - About Visa Inc. - Clients’ Roles - The Visa Brand - Fundamentals of Debit and Credit - Revenues and Costs in the Transaction Cycle • Role of Visa - Visa Products and Services - Emerging Products and Channels - Rules and Regulations • Overview of the VisaNet Systems

• Authorization - Card Acceptance Procedures - Concept and Process Flow - VisaNet Integrated Payment (V.I.P.) System • Clearing and Settlement - BASE II Function and Process Flow - VisaNet Settlement Service (VSS) - Currency Conversion - Interchange Reimbursement Fees - Visa Fees and Charges • Dispute Resolution • Risk Management Programs and Services • Client Support

Who Should attend • New Visa clients • New staff or existing bank staff who are new to the

bankcard industry • New managers who want a high-level overview of Visa



Regions: AP, Brazil, LAC, North America


visa basics

It begins with a “big-picture” perspective through the History and Key Stakeholder modules followed by key information on Products, Services and how transactions are processed through the VisaNet system. This program ends with a Mastery Chal-lenge that reviews students’ newly-acquired knowledge and provides an assessment of their progress.

topics:• History • The Visa Organization • Key Stakeholders • Visa Products • Transaction Processing • Travel & Entertainment • Dispute Resolution • The Future of Payments

Who Should attend:• Staff new to the business who require an introduction to

Visa and payment systems in general • Staff who require a refresher of the business • Staff of any client organization • Staff of any payment organization from executives with line

responsibilities to senior management


Duration: 1-2 hours


BANKCARD FUNDAMENTALS | 2013


visa First

This five-day program will guide new Visa clients through the process of launching a new card program and issuing Visa cards for the first time. Participants will gain the knowledge and skills needed to run a successful, profitable and efficient Visa payment card business.

Through a combination of lectures, case studies and discussions, this training program will provide a complete overview of the payment card business. This workshop will also provide opportunities for participants to meet and share experiences and best practices with staff from other client organizations.

topics • Fundamentals of Debit and Credit • Payment Cycle • Key Risks and Key Profit Drivers • Role of Branches • Visa Products • Promoting Cards • Disputed Transactions • Fees and Profitability • VisaNet Operations • Client Information Questionnaire

Who Should attend• Principal and Associate Members (including new clients

holding a restricted license) • Foreign branch or plus license members • Existing Visa clients upgrading from Associate to Principal

Membership• Clients using a third party processor • Visa recommends that these participants be (i) the card

center manager or someone of an equivalent position and (ii) the person who is involved in the technical implementation of the card program


Duration: Five (5) days

Regions: AP, CEMEA, LAC, North America

This course is only mandatory in CEMEA for all new Visa clients. Visa card programs can only be activated after the Visa First workshop is completed; we suggest that your staff attend this workshop nine months before your card program’s launch date.

Added value: All Visa clients will receive a copy of the “Planning for the Card Business” CD.


2013 | Bankcard Strategy & ManageMent


Card profitability

This program will provide an overview of the payments business and introduce the key drivers of profitability for issuers of Visa Credit, Visa Debit and Visa Prepaid products. A review of acquiring economics and key revenue considerations will also be included.

topics • Profitability Principles – Core Economics – Approaches to Card Profitability • Debit Programs – Revenue Drivers – The Interdependence of Card and Deposit Account

Relationships – Cost Drivers – Increasing Usage – Case Studies • Functional Cost Analysis and Benchmarking • Credit Programs – Balancing Risk and Reward – Revenue Drivers – Cost Drivers

– Driving Usage – Case Studies • Acquiring Profitability – Cost/Revenue Drivers – Growth and Scale: Issuing/Acquiring Interdependency – Profitability and Merchant Discount Rate (MDR)

Competition • Prepaid Programs • Performance Management and Value-based Pricing

Who Should attend

Card center staff with knowledge of the card business, managerial responsibility or a profitability-specific role



Regions: Brazil, CEMEA


Card program management – Level 1

Strategy is everything! Each market is unique and timing is crucial when planning to move a bankcard portfolio forward. This course will help participants understand how cards affect retail banking, set up a card business for long term growth, learn about the interdependencies of the issuing and acquiring environments and discover how to leverage technology in the payments industry to achieve the desired outcomes.

The course is a blend of presentations and group discussion that encourages sharing of success stories and best practices.

topics • Structure, Organization and Card Program Overview • Strategy, Opportunity and Dynamics • Product Types and Tactical Motivation • Value Chain, Differentiation Versus Issuing, Strategy

Segmentation and E-commerce • A Breakdown of Stages: Describing the Exchange of

Information and Value • Defining the Critical Functional Processes • Profitability Models and Drivers of Cost and Revenue for

Debit, Credit and Prepaid Cards • Definition, Positioning, Segmentation and Market Examples

• Selling to and Servicing Customers via Different Channels • Policy, Credit Scoring, Risk Life Cycle, Collections and the

Use of External Data • Fraud Trends and Examples of Major Fraud Types • Marketing Life Cycle: Acquisition, Activation and Retention • A Review of the Regulatory Landscape and the Need for

Responsible Practices • A Review of Marketing and Technology Changes • Nine Vital Ingredients for Success

Who Should attend

Middle and senior management involved in strategy and business planning, marketing, risk management, systems and operations


Duration: Three (3) days

Regions: CEMEA, LAC, North America


Bankcard Strategy & ManageMent | 2013



Managing growth is one of the challenges facing the payments industry today. This course will help participants understand tactics and techniques for resolving issues that are relevant for organizations in growth mode. Participants will come away with an understanding of the evolving global card climate and methods for effectively implementing marketing and channel management strategies.

The course is a blend of presentations and group discussion that encourages sharing of success stories and best practices.

topics • Benchmarking & Performance Management • Co-Branding • Credit Risk: Best Practice • Driving Credit Usage • Driving Debit Usage • Information Management • Sub Prime Lending

• Risk Based Pricing • Sub Segmentation • Re-engineering the Collateral • New tactics in Card Profitability • Managing the Customer Experience • Loyalty & Retention • Digital Marketing & the Impact of Social Media

Who Should attend

Middle and senior management involved in strategy and business planning, marketing, risk management, systems and operations



Regions: CEMEA, LAC, North America



Understanding market potential and predicting profitability in the payments industry is never easy. Opportunities and challenges can vary widely from year to year and from market to market. This workshop will provide insight into the global trends and market practices that define the payments industry.

This workshop will help participants evaluate the opportunities and risks that exist within a profitable card program and will provide insight into the latest competitive strategies to maximize customer acquisition and retention. This knowledge will then be applied to a business simulation.

topics • Global Warming: A Health Check on Global Markets and

Trends • New Account Marketing • Credit Card Proliferation and Differentiation • Promoting Debit Case Study • Existing Account Marketing • Credit Rewards Best Practices • Hybrid Products: Revolving and Installment; Debit and Credit

Combined

• The Subprime Experience • Value-based Pricing • Re-engineering Collateral • Affinity/Co-branding: Snapshots of Success (and Failure) • Chip and Rewards • What’s Next: A Debate on Future Industry Challenges

Who Should attend

Middle and senior management personnel involved in strategy and business planning, marketing, risk management, and systems and operations



Region: CEMEA


2013 | Bankcard Strategy & ManageMent


International bankcard management School

Strengthen your payment management expertise by attending this innovative, five-day program. Covering everything from high-level, strategic management issues to everyday, real-world details, this course will teach participants how to launch and run a successful bankcard business in today’s competitive environment.

Along with providing the basic disciplines that form the foundation of every successful payment program, the International Bankcard Management School brings you up to date on the latest thinking and best practices across various aspects of the industry, including credit, debit and small business products; marketing; new technologies and initiatives; risk management; and more.

This challenging curriculum blends industry expertise with an interactive learning philosophy that includes:

• Knowledge. Leading industry and Visa experts share knowledge and best practices gained from years of practical experience.

• Practice. Simulations challenge you to launch and manage a profitable card business in a competitive, real-world environment.

• Engagement. Interactive technology makes lecture-based instruction an ongoing dialogue between students and speakers.

• Networking. Group and team activities provide opportunities to meet and share experiences with colleagues and experts alike.

Who Should attend • Banking professionals new to the bankcard and payment

business • Experienced card business specialists who want to broaden

their knowledge • Managers looking for more ways to apply best practices to

their own business • Executives responsible for bankcard marketing, risk

management and operations

Language

This program is delivered in English only.

tuition

Tuition includes breakfast, lunch and snacks daily; opening and closing night dinners; and all course materials. Hotel accommodations and transportation are not included.

venue

The Visa International Bankcard Management School will be held at the Miami Marriott Biscayne Bay, which is located near the Port of Miami and is considered the “bridge to everything Miami” due to its proximity to the Miami Arts and Design districts, the Miami Beach Convention Center, South Beach, and other attractions. The hotel is located less than 10 minutes from Miami International Airport (MIA).

Course Type: Special Event

Duration: Five (5) days

Regions: AP, Brazil, CEMEA, LAC, North America


CHARGEBACK & DISPUTES | 2013


advanced Dispute resolution

This program offers clear, in-depth, and practical training in the different Visa dispute resolution procedures (focusing mainly on arbitration and compliance) and aims to sharpen decision-making skills through hands-on case studies.

Participants will work in teams on arbitration and compliance cases to understand key requirements and Visa’s decision-making process. This workshop has been updated to include current trends and recent rule enhancements.

topics • Dispute Trends • Recurring and Complex Reason Codes • Pre-arbitration and Arbitration • Arbitration Case Studies • Pre-compliance and Compliance • Compliance Case Studies • Action Steps and Next Steps

Who Should attend • Chargeback and dispute resolution staff with at least

twelve (12) months’ experience • Personnel who have attended the Basic Dispute Resolution

program • Managerial and supervisory staff who have a working

knowledge of chargebacks and require a complete understanding of dispute processes and key considerations involved





basic Dispute resolution

Ensure that disputes are resolved cost-effectively while providing the best service possible to cardholders and merchants. This program is aimed at reducing losses caused by mistakes and inefficient processing by providing participants with an in-depth understanding of the chargeback cycle and current dispute rules.

Numerous hands-on case studies, group exercises and troubleshooting in the form of open discussions help participants understand the rationale and intent behind the rules and guide them in accurate and timely decision-making.

topics • What Is Visa? • Visa International Operating Regulations • The Transaction Cycle • Key Terms and Indicators • Managing Cardholders and Merchants • Information Gathering – Visa Resolve Online – Transaction Inquiry – Retrieval Request and Fulfillment

• Chargeback and Representment: Key Conditions • Reason Codes • Verified by Visa Liability Shift • EMV Liability Shift • Arbitration and Compliance

Who Should attend • Chargeback and dispute resolution staff with three (3) to

six (6) months’ experience • Staff from related departments such as risk management,

authorization and customer service • Staff who are new to chargebacks and have completed

the Introduction to International Chargebacks e learning program





2013 | CHARGEBACK & DISPUTES


Introduction to Chargebacks

This course provides students with the requirements of the chargeback framework as well as information essential to managing disputes within a card center. It provides a step-by-step guide to the chargeback process for issuers and acquirers, and covers the operating rules they must follow.

This program allows students to follow the progress of a chargeback through each stage of the cycle, all the way to arbitration. It has proved to be an effective on-site learning tool. Completion of this course is recommended prior to attending the Basic Dispute Resolution workshop.

topics • The Transaction Cycle • Overview of the Chargeback Process • Visa International Operating Regulations • Chargeback Reason Codes • Julian Calendar • Interchange Reports • Visa Resolve Online

• Copy Request and Fulfillment • Chargeback and Representment Conditions • Arbitration and Compliance

Who Should attend• Staff new to chargeback and dispute resolution

departments • Staff from other departments who require an

understanding of chargeback concepts and requirements • Staff with basic chargeback knowledge who need to

know about other dispute resolution processes such as arbitration and compliance

• Staff experienced in chargeback and other dispute resolution processes who need a refresher course


Duration: Two (2) hours

Languages: Chinese, English, French, Japanese, Korean, Portuguese, Russian, Spanish

using visa resolve online—For Issuers and acquirers

Visa Resolve Online provides a single, online platform to manage the dispute process. This course provides general application training as well as instruction on issuer- and acquirer-specific aspects of Visa Resolve Online.

topics


• Navigate through Visa Resolve Online • Understand key features of the dispute process flow • Submit and manage transaction inquiries • Access and use Visa Resolve Online reports • Manage cases • Initiate and respond to Requests for Copies (RFCs) • Submit and respond to pre-filing questionnaires • File cases for arbitration and compliance • Manage good-faith disputes • Perform exception item matching

Who Should attend• Staff who are responsible for processing disputes, stop

payments and/or fraud using Visa Resolve Online • Staff who are responsible for posting to the Exception File

using Visa Resolve Online • Staff who are responsible for researching transaction

information using Visa Resolve Online


Duration: Three (3) - Four (4) hours

Languages: English, Portuguese, Spanish

CHARGEBACK & DISPUTES | 2013


using visa resolve online (vroL) - For acquirers (Webinar)

Visa Resolve Online is a web-based application that supports customer service representatives and back-office analysts responsible for managing the BASE II and SMS dispute cycles, requests for copies, fraud reporting and exception file management. It is a mandated service used to exchange electronic dispute documentation and information.

This session includes two (2) hours of content and one (1) hour for questions and discussion.

topics • Navigation Through Visa Resolve Online • Key Features of the Dispute Process Flow • Submission and Management of Transaction Inquiries • Visa Resolve Online Reports: Access and Use • Case Folder Management • Response to Requests for Copies • Chargeback Questionnaire Submission • Pre-filing Questionnaire Submission and Response • Filing Cases for Arbitration and Compliance

• Managing Good Faith Disputes • Performing Exception Item Matching • Processing BASE II or SMS Financial Transactions • Creating Fraud Reports and Exception File Listings

Who Should attend• Chargeback and dispute resolution staff with at least three

months’ experience or who have attended the Chargeback Workshop

• Managers and supervisors with a working knowledge of chargebacks and who require a complete understanding of the VROL application to process dispute cases electronically


Duration: Three (3) hours

Region: LAC


using visa resolve online (vroL) - For Issuers (Webinar)

Visa Resolve Online is a web-based application that supports customer service representatives and back-office analysts responsible for managing the BASE II and SMS dispute cycles, requests for copies, fraud reporting and exception file management. It is a mandated service used to exchange electronic dispute documentation and information.

This session includes two (2) hours of content and one (1) hour for questions and discussion.

topics• Navigation Through Visa Resolve Online • Key Features of the Dispute Process Flow • Submission and Management of Transaction Inquiries • Visa Resolve Online Reports: Access and Use • Case Folder Management • Response to Requests for Copies • Chargeback Questionnaire Submission • Pre-filing Questionnaire Submission and Response • Filing Cases for Arbitration and Compliance

• Managing Good Faith Disputes • Performing Exception Item Matching • Processing BASE II or SMS Financial Transactions • Creating Fraud Reports and Exception File Listings

Who Should attend• Chargeback and dispute resolution staff with at least three

months’ experience or who have attended the Chargeback Workshop

• Managers and supervisors with a working knowledge of chargebacks and who require a complete understanding of the VROL application to process dispute cases electronically



Region: LAC


2013 | OPERATIONS & TECHNOLOGY


Chip 101 (Webinar)

As markets migrate to chip, clients will begin to gain new experiences specific to chip technology. Decisions within the chip environment will need to be viewed from the acceptance platform and consumer experience perspectives as well as from the ability to gain maximum leverage from the technology.

This webinar is designed to take participants through the basics of chip transactions as well as chip’s features and advantages. The format of this session allows for two hours of content review and an hour for questions and discussion.

topics• Banking Card Evolution • Anatomy of a Chip Card – Contact Card – Contactless/Proximity – Dual Interface Chip Cards • Why Chip?

• What is EMV? – Visa Smart Debit/Credit (VSDC) – Controlling Risk With Chip – VSDC Transaction Process • Card and Issuer Authentication • Offline Data Authentication • Cardholder Verification Methods • Key Considerations for Personalization

Who Should attend

Staff who are involved in chip implementation projects and require some baseline knowledge of chip



Region: North America


Edit package Fundamentals

Edit Package Fundamentals has been designed specifically for Visa clients who wish to learn more about installing and using Edit Package (Release 4.0) for Windows and for clients who clear transactions using the TC or VML record formats. This course will help you make better use of the Edit Package by ensuring that you understand where the Edit Package fits within the VisaNet system and by providing you with step-by-step instructions and helpful hints for the most common tasks.

topics• The Purpose of the Edit Package • Migrating from Edit Package (Release 3.0) • Installing and Navigating the Edit Package (Release 4.0) • Setting Up the Edit Package (Release 4.0) • Processing Outgoing Files • Processing Incoming Files

Who Should attend

This course is intended for issuers, acquirers, and processors


Duration: 2 - 1/2 hours

Regions: All Regions

Languages: English

OPERATIONS & TECHNOLOGY | 2013


Financial reports

This course will provide participants with access to VisaNet Settlement Service (VSS) reports generated in the clearing and settlement process and will review how these reports relate to other Visa systems, such as Online Member Invoices (OMIs). This course will also provide an overview of the information included in the Quarterly Operating Certificates.

topics• Transaction Processing • BASE II System: Clearing and Settlement • Settlement Flows and Time Frames • VSS Processing • Settlement Reporting Entity (SRE) Concepts • Settlement Hierarchy Models • Financial Reports: VSS – Main Reports: Domestic and International Settlement – How VSS Reports Are Generated: Issuer and Acquirer

Perspective

– Primary Visa Fees: Basis for Assessment – How Invoices Are Generated: Brazil Environment – OMI Accessibility – Placement of Information on the Invoice – Summary of Charges – Reports – Quarterly Operating Certificate Review

Who Should attend

Managers, supervisors and technicians in the operations and finance departments



Region: Brazil


Fixed and variable Costs

This interactive workshop will provide participants with comprehensive knowledge of Visa fees and charges, and aid in streamlining the fixed and variable expenses associated with running Visa programs in a card center. It will also explain how to use cost reviews and analytic techniques to improve the financial performance of a card business.

topics • Key Drivers in the Payment Business for Issuers and

Acquirers • Visa’s Role • Costs Related to Key Processes Within Card Center

Operations • The Fee Reporting Process (Including VisaNet Settlement

Service (VSS) Reports) • The Monthly Online Member Invoice (OMI) • Overview of Clearing and Settlement Support Services

Offered by Visa

• Cost Classifications and the Role Costs Play Within Card Center Processes

• Guidelines for Reconciliation

Who Should attend• Clearing and settlement managers • Card center operations managers • Card center staff who want to learn more about the

operational costs associated with managing a Visa card payment program

• Staff directly involved in the reconciliation process



Regions: Brazil, LAC




Implementing Chip with vSDC

This program will explore the business and operations effects of implementing chip with Visa Smart Debit/Credit (VSDC). Participants will learn about the high-level business case for chip, the different available implementation options and how to explain product and service concepts.

Discussions and group activities will enable participants to develop chip card strategies while ensuring that the proper chip infrastructure is in place.

topics• Latin America EMV Migration Status and Liability Shift • Background and Rationale for Chip Migration • Overview of EMV Specifications and Functions • Risk Management • Key Management • Card Production Process • PIN Management • Implementation Considerations

Who Should attend• Senior and middle level business managers • Technical and operational managers from the card business

strategy and product development areas • Technical staff responsible for planning and developing

products and services



Regions: CEMEA, LAC


Introduction to payWave (Webinar)

Contactless payments are becoming a key business requirement as quick transactions gain popularity in new markets. Issuers that implement contactless payment processing will need to learn how to leverage existing infrastructure for this new technology.

This webinar will introduce participants to contactless (or proximity) payments, including the value proposition of Visa payWave, its payment specifications and transaction flow. In addition, key learnings from markets that have successfully launched contactless programs will be provided. A review of the global mandates for contactless payments will also be covered.

This session features two (2) hours of content and one (1) hour for questions and discussion.

topics • Evolution of Cards and Payment Devices • What Are Contactless/Proximity Payments?

• Evolution of Visa Contactless Payments Specifications • Visa payWave – Contactless Payment System Overview – Value Proposition – Transaction Flow • Key Learnings

Who Should attend

Staff implementing contactless technology who need an overview of the product







managing authorizations Effectively

Authorization is a complicated and time-sensitive process that can be handled with greater efficiency when the authorization tools and systems are understood.

This workshop covers the different components and features of the VisaNet Integrated Payment (V.I.P.) System. It includes an in-depth analysis of BASE I and, where applicable, draws comparisons with single-message processing. Once these elements are understood, participants can set the appropriate Positive Cardholder Authorization Service (PCAS) limits and implement other available risk control tools.

This workshop will also enable you to make the best use of the different V.I.P. System services, reduce your bank’s exposure to fraud and help you run a secure, well-managed and profitable business.

topics • BASE I Routing and Message Formats • CVV and CVV2 • PIN Processing and Data Encryption Standard (DES) Key

Management

• Visa Smart Debit/Credit (VSDC) Overview • Verified by Visa Overview • How to Set Effective PCAS Parameters • BASE I Best Practices and Risk Management • Card Recovery Bulletin and Exception File Management • Understanding and Using IARS

Who Should attend • Staff who have at least six (6) months’ experience in

authorization • Staff involved in implementing card programs



Regions: AP, CEMEA, LAC


overview of Clearing and Settlement (Webinar)

This webinar provides an overview of the BASE II system, which tracks the progress of a Visa transaction from the time it is completed at the merchant location to the time it is posted to a customer’s statement. A review of a recommended reconciliation process will also be covered to help clients manage their reconciliation process more effectively. The session features two (2) hours of content and one (1) hour for questions and discussion.

topics • Overview of VisaNet – The Transaction Cycle • BASE II Clearing and Settlement System – Definitions and Navigating the BASE II Flow – BASE II Reconciliation Process • Single Message System – Transaction Flow – SMS Reconciliation Process

• VisaNet Settlement Service (VSS) • Overview of the Edit Package • Visa Reports – Edit Package Reports – SMS Reports – VSS Reports • Conclusion

Who Should attend

Operational staff who are new to the daily clearing and settlement of transactions through the VisaNet system



Regions: AP, North America




visanet Financial management

The VisaNet Clearing and Settlement system allows client organizations to clear and settle all types of transactions in different currencies. Participants will learn how to maximize financial gains by using BASE II and the VisaNet Settlement Service (VSS). Discussions on best practices will enable an understanding of the benefits of an effective and efficient reconciliation processing.

Through hands-on exercises and case studies, participants will learn which tools will allow them to manage their portfolios most effectively.

topics • Overview of the BASE II Clearing and Settlement System • Optimizing Clearing Data Processing with the Visa Edit

Package • Currency Conversion • Interchange Reimbursement Fees • VSS – VSS Hierarchies – VSS Reports

• Financial Reconciliation – Online Monthly Invoices – Visa Fees and Charges • Operating Certificates

Who Should attend • Staff in the clearing and settlement departments who are

familiar with VSS reports and Visa charges • Card center managers • Staff responsible for financial management and

reconciliation for the payment business • Participants should ideally have a minimum of six (6)

months’ experience in an operational clearing and settlement role



Region: CEMEA




visanet operations management

The operations department—the backbone of any card center—provides authorization services and performs the clearing and settlement of Visa transactions, both of which play a critical role in successful card programs.

Proactive monitoring of transactions through authorizations as well as an efficient reconciliation and settlement process will translate to customer satisfaction and loyalty, thus increasing program profitability.

The program covers the details of both the VisaNet Integrated Payment (V.I.P.) and BASE II Clearing and Settlement systems. With hands-on exercises and case studies, participants will learn the implications of setting BASE I parameters, which can impact their risk and service levels. Participants will also learn how to interpret BASE II and VisaNet Settlement Service (VSS) reports, allowing them to manage financial processing effectively and maintain required customer service levels.

topics • VisaNet Global Processing • Principles of Authorizations • Risk and Customer Service Impact • Products and Technology – Visa Chip Technology

– E-commerce Visa Solutions – New Services: Visa Money Transfer (Optional) • Overview of Clearing and Settlement Systems • Optimizing Clearing Activity • Currency Conversion • Interchange Reimbursement Fees (IRF) • VSS Reports and Reconciliation • Visa Fees and Online Monthly Invoice (OMI) Principles

Who Should attend • Card center managers and their deputies • Business unit heads of the authorizations and clearing and

settlement departments • Senior staff from the operations, risk management or

customer service areas • Senior staff responsible for authorization services and the

clearing and settlement processes





visanet overview

This course provides an overview of VisaNet’s role in payment transaction processing. The course begins with a high-level introduction to VisaNet’s role in transaction processing and then builds to a more detailed explanation of the parties, processing and components of VisaNet. This course is a must for people who need to understand how VisaNet contributes to the most powerful, secure and reliable transaction processing system in the world.

topics


• Describe the purpose and functionality of VisaNet • Define the entities involved in a VisaNet transaction • Define the key steps in transaction processing • Define how VisaNet connects to its endpoints • Explain the similarities and differences between dual-

message and full financial processing

• Identify key authorization messages in both dual-message and full financial processing

• Describe the role of processors in authorization, clearing and settlement

Who Should attend• Staff who are new to the operations department and

require an understanding of VisaNet systems • Staff who are involved in providing authorization services to

their customers • Staff from other departments who may require an overview

of the VisaNet systems


Duration: One (1) hour




visanet overview (Webinar)

VisaNet is Visa’s global transaction processing network. Its centralized and integrated architecture enables Visa to provide its clients with secure, reliable and scalable processing such as authorization, clearing and settlement, and other value-added services.

This webinar provides a high-level overview of VisaNet and its components, and explains how data flows during a transaction cycle. The course also covers single and dual message transactions, as well as the value-added services that VisaNet provides when clients are not available to respond to their transactions.

The session features two (2) hours of content and one (1) hour for questions and discussion.

topics • What is VisaNet? • VisaNet Components • VisaNet Systems – VisaNet Integrated Payment (V.I.P.) System – Single Message System

– BASE I Authorization System – BASE II Clearing and Settlement – VisaNet Settlement Service (VSS) • Transaction Processing Flows – Single Message – Dual Message • Stand-in Processing • Cardholder Database (CDB) Files

Who Should attend

Operations staff that provides authorization services to customers





visa technical Systems

This program will provide an in-depth view of VisaNet, its systems, processes and capabilities. Understanding the various VisaNet Integrated Payment (V.I.P.) System messages will allow participants to determine the appropriate course of action.

Hands-on activities on a personal computer will allow participants to understand the VisaNet certification process and teach them to navigate through the Edit Package.

topics • Overview of VisaNet Systems and Functions • Client Connectivity Options • Understanding V.I.P. System Messages • BASE I vs. SMS Message Formats • Visa Certification Management System – VisaNet Test System • Navigating the PC Edit Package • Edit Package Reports

Who Should attend • Staff responsible for system administration of Extended

Access, Edit Package and VisaNet Test System • Staff involved in daily clearing, settlement and

reconciliation of transactions through VisaNet • IT personnel and staff responsible for authorization

services • Staff from the operations, risk management or customer

service areas who need detailed information about authorization options and considerations





PRODUCTS & MARKETING | 2013


maximizing the Client Life Cycle

This program will provide participants with detailed insight into the successful strategies and proactive processes that can be used to acquire new customers, activate recently issued cards, drive card usage and retain cardholders’ accounts. This workshop will also share global best practices and innovations that can be used to encourage greater customer usage and build loyalty.

Case studies and a competitive simulation will be used to present these concepts. Upon completion of this program, participants will be able to demonstrate their understanding of the life cycle management methods used to deliver more profitability for their institution.

topics• How to Grow Issuers’ Portfolios Through Cross-sell and

Non-Direct Deposit Account (NDDA) Acquisition • Best Practices for Activating Recently Issued Cards • Implementation Strategies for Activating Previously Issued

Cards • Processes to Increase the Usage and Profitability of Existing

Cards in a Portfolio • Identifying Candidates in Your Portfolio That Would Benefit

From a Loyalty Program • Strategies to Retain High-Value Customers

Who Should attend• Marketing managers and marketing directors • Card center managers • Product managers, segment managers and channel

managers • Loyalty program managers • Business intelligence unit professionals • Customer relationship managers • Call center managers • Staff responsible for new product development





2013 | RISK & SECURITY


Introduction to Fraud

Introduction to Fraud presents students with fraud identification methodologies and associated risk management strategies.

This program equips students with key fraud concepts, tools, best practices, performance indicators in measuring fraud as well as detection and control strategies. A summary at the end of each module consolidates these important concepts and information.

topics • Card Fraud Overview • Transaction Cycle • Third Party Fraud • Merchant Fraud • Cardholder Fraud • E-Commerce Fraud • Effects of Fraud

• Importance of Measurement• Fraud Detection Strategies • Issuers • Acquirers • Fraud Control Strategies • Third Party and Cardholder Fraud • Merchant Fraud

Who Should attend

Managers responsible for managing fraud, including the implementation of detection and control strategies for their organizations


Duration: 90 minutes


Issuer and acquirer Fraud prevention

In the midst of an increasingly complex environment due to the evolution in new technologies and the emergence of new acceptance channels and products, this workshop will:

• Offer a basic understanding of Fraud Risk Management • Present fraud trends that emerge quickly and that can have a

drastic impact on a portfolio’s profitability and security • Help participants define a successful strategy based on best

practices • Provide the information needed to create specific procedures

and work plans, implement new fraud prevention tools, and broaden relationships in other areas of the institution

• Share the valuable risk management tools that Visa makes available to its issuers and acquirers, as well as explain the main Visa compliance programs in the risk area.

• Encourage a spirit of cooperation and interaction while at the same time contributing to the improvement of important relationships in the industry

• Foster interactive discussions to take advantage of the knowledge and experience of all the participants

topics• Fraud prevention strategies • New fraud trends and their characteristics • Success criteria for fraud control/risk management policies• Best practices for authorizations, monitoring, fraud

prevention and information security

• Obtaining the support and commitment of other segments of the organization (such as, for example, the institution’s business, operations and executive management)

• New technology and channels and their impact on fraud control

Who Should attend • People who control the risk and fraud areas of a card center

or merchant registration. • Issuers and acquirers who wish to strategically control

different risk management functions • Risk control and fraud prevention managers responsible for

defining card centers’ policies and strategies • Managers, group leaders and supervisors of other

departments (such as, for example, operations, marketing and authorization) who wish to understand the fraud/risk policies



Region: LAC


RISK & SECURITY | 2013


Issuer Fraud prevention

This program will present fraud trends that emerge quickly which can have a drastic impact on a portfolio’s profitability and security. Participants will learn how to define a successful risk strategy based on best practice discussions. This will also include a review of how to create specific procedures and work plans, implement new fraud prevention tools and how to leverage on the Visa Risk Management tools that are available to Visa clients.

topics• New fraud trends and their characteristics • Regional and local (country and card center) correlations • Success criteria for fraud control/risk management policies • Best practices for authorizations, monitoring, fraud

prevention and information security • Obtaining the support and commitment of other segments

of the organization (such as, for example, the institution’s business, operations and executive management)

Who Should attend • Persons who control the risk and fraud areas of a card

center • Issuers who wish to strategically control different risk

management functions • Risk management and fraud prevention managers

responsible for defining card centers’ policies and strategies

• Managers, group heads and supervisors of other departments (such as, for example, operations, marketing and authorizations) who wish to understand the fraud/risk policies



Region: LAC


key management and pIn Security Compliance validation

This three-day program provides up-to-date information on the management of cryptographic keys used in ATMs, PIN pads, cash dispensers and hardware security modules. It reviews all topics covered in the one-day Key Management Workshop and offers an in-depth review of the new Payment Card Industry (PCI) PIN Security Requirements, providing internal and external assessors with the tools necessary to complete a Visa PIN security compliance review.

topics • Visa Global PIN Security and Key Management Program • Triple Data Encryption Standard (DES) Mandates (Hardware

Versus Usage) • Triple DES Versus Single DES • PCI PIN-Entry Device (PED) Testing Program and Visa

Requirements • Trust Model for PIN-based Transactions • Key Management Methodologies • Evolving Threat Environment • Cryptographic Key Life Cycle • Operational Best Practices

• Compliance Measurement Techniques • Remote Key Distribution (Asymmetric/Manual) • Current and Future Threats • Detailed Review of the 32 PCI PIN Security Requirements • Overcoming Barriers to Compliance • Case Studies • Methods for Remote Key Distribution Using Asymmetric

Keys

Who Should attend • Staff involved in the management or operation of devices

that accept cardholder PINs • Personnel who need practical knowledge about the

elements of DES cryptography and the management of secret encryption keys



Regions: Brazil, LAC, North America


2013 | RISK & SECURITY


pIn Security

This two-day PIN Security program provides up-to-date information on the management of cryptographic keys used in ATMs, PIN pads, cash dispensers and hardware security modules. It will also cover all topics related to key management and includes an in-depth review of the Payment Card Industry (PCI) PIN Security Requirements, providing participants with the information they need to achieve Visa PIN security compliance.

topics • Visa Global PIN Security and Key Management Program • PCI PIN-Entry Device (PED) Testing Program • Visa Requirements • Trust Model for PIN-based Transactions • Key Management Methodologies • Cryptographic Key Life Cycle • Operational Best Practices • Remote Key Distribution

• Review of PCI PIN Security Requirements • Overcoming Barriers to Compliance • Case Studies

Who Should attend • Card center managers and staff involved in the

management or operation of devices that accept cardholder PINs

• Personnel who need practical knowledge about the elements of cryptography and the management of secret encryption keys



Regions: AP, CEMEA


the business of Fraud risk management

This program will look at managing fraud risk and will focus on how issuers and acquirers can implement relevant risk policies. It will also provide techniques in fraud risk management alongside best practices in key areas of card center operations.

Participants will have the opportunity to share proven business strategies and tactics, while group case studies will allow participants to test and apply what they have learned. This course will also address the current environment and emerging technologies affecting the industry today.

topics • Overview of Issuing and Acquiring Functions • Risk Management Roles and Responsibilities • Fraud Trends, Types and Countermeasures • Issuing Perspective – Fraud Prevention – Fraud Detection and Identification – Fraud Investigation, Recovery and Reporting • Acquiring Perspective – Fraud Prevention

– Fraud Detection and Identification – Fraud Recovery and Reporting • Risk Management Analysis and Reporting • Managing Risk in the ATM World • Electronic Commerce • EMV Cards, Terminals and Processing • Risk Programs and Services • Implementation and Next Steps

Who Should attend • Risk managers and risk function business planners • Managers and supervisors working in operations,

authorizations and investigations who need in-depth information about security and risk issues



Regions: AP, Brazil, CEMEA


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