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Customer Care

Protecting and growing your brand

Your customers are our customers, so we are focused on providing them with a positive experience, and we have the expertise to do it well. When it comes to customer care, we’re committed to ongoing investments to ensure both you and your merchants can count on our dedicated service teams.

Merchant onboarding and implementation

The onboarding and implementation of your merchant accounts, whether current or new, is a top priority. In addition to receiving support from our specialized team, your merchant customers receive a comprehensive Merchant Welcome Kit. Built into the implementation process, the Welcome Kit offers merchants a comprehensive overview of their merchant services program, as well as reference tools and key contact information.

Partner Assist

Your bank staff can count on the Partner Assist team to help them better serve your merchants. As your dedicated, single point of contact to answer general questions, the Partner Assist team addresses concerns, offers product support, assists with referral reporting, and more.

Merchant Assist

Knowing that you have a team dedicated to helping your customers provides peace of mind. Our Merchant Assist service and technical support team is available round-the-clock to handle all financial inquiries including merchant authorizations, chargebacks, statement and billing issues, online reporting, and more.

iQ

A robust, easy-to-use, web-based reporting tool, iQ enables your merchants to access their payment processing data online. This comprehensive solution is designed to give merchants actionable insights into running their business more effectively. Additionally, iQ provides insight to partners to better help them.

iQ Login

Product Support

Keeping you ahead of market innovation

Changing network regulations, security threats, and new technologies are complicating the landscape of payments today. With Vantiv as your partner, you don’t have to be an expert in payments integration and implementation – we’re there to help every step of the way. Our people are on the leading edge of payments trends and innovation, creating easy and robust solutions for you and your customers.

By investing in product development, our market leadership position grows – and so does yours. Partners benefit from our card-not-present, eCommerce, and mobile segments, all designed with specific capabilities to support your merchant services clients.

From data security solutions including EMV, tokenization, and PCI assistance, to data analytics that help improve operations for your financial institution and your customers, we have invested in technology partners with advanced POS technologies and industry expertise. These payment functionalities help differentiate your merchant services offering from your competitors. Leverage our product enablement services to build customer relationships and grow your business.

Partner Resources

Making it easier for you to win business and build relationships

Providing our financial institution partners with marketing and sales resources to support their merchant services portfolio is a key strength of our Vantiv Advantage program. Created by people who know how to talk about payments, our sales tools help to make it easier to win business.

Partner resources for the whole team

The Vantiv Partner Portal is designed specifically for our financial institution partners. It includes many resources, such as payment industry content and downloadable marketing materials that are geared toward helping your teams start conversations with business customers and generate merchant solutions referrals.

Vantiv Partner Portal

Partner Rewards

Driving customer loyalty and profitability

Our payments experts help you simply and effectively create more loyal customers and build your merchant portfolio by deepening merchant relationships, increasing revenue and helping stem attrition.

Revenue share

When you provide your business customers with Vantiv’s payment processing solutions, it results in a win-win partnership. We grow together to maximize non-interest income and business deposit relationships.

Promotions and campaign incentives

The right rewards program gives you an opportunity to grow your merchant services portfolio. We will work with you to develop a plan to effectively reward your bank employees for promoting merchant services. Additionally, we influence your most important revenue driver of all – customer loyalty and satisfaction – by supporting your customers with smarter, faster, easier payments.

Please contact your Relationship or Partner Manager if you have any questions.