While all implementation cycles vary to a degree there is a common approach that Forte takes in onboarding and implementing merchants on our platform whether integrating to our REST API or using one of our scope reducing payment applications such as Forte Checkout or Billpay. A sample overview of this process is below:

* Project Kickoff – Forte will condiuct a project kick-ff meeting with key personnel to identify and discuss payment processing goals and requirements. Prior to the meeting your sales executive will forward documentation that will help focus our discussions and ensure that CSG Forte captures all pertinent data.

* Project Implementation – Following the Project Kick-off the Sales Executive will assemble the project team to include your enrollment specialist and project manager to review the project requireents with the team to ensure that needs are addressed and to develop the execution strategy. Additionally, the Sales Exectutive will assign project implementation responsibilities for each of the team members.

* Quality Assurance – The Profect team wilil begin preliminary testing of the payment systems to ensure that they are operating properly and the desired functionality is built. Once the preliminary testing has been completed, Forte’s development team will resolve any issues with the systems functionality in preparation for final testing. Additionally, we will confirm that all required functionality has been included with the solution.

* Testing – A final series of tests will be performed prior to the formal launch of the payment systems. CSG Forte will work to select a beta test group to execute mulitiple test transactions to ensure all payment systems are functioning properly. this will also include the testing of payment file delivery if applicable. CSG Forte will provide a script of transactions the beta test group should perform to ensure all payment systems meet the requirements.

* Formal Launch – Prior to launching the payment systems, your Implementation, Relationship Manager, or Sales Executive will conduct training to include administering the systems, troubleshooting issues, assisting with payments, and creating and retrieving reports. Once training is complete and Forte confirms that expectations have been met, we will formally launch the payment site.

For merchants, we utilize automated validation tools for the onboarding process. Additional information or documentation may be required if validation checks fail. KYC checks fit within Forte’s standard compliance review which are conducted prior to enrollment and implementation.

Forte can extend next day funding if PM end of day activity completes by 7pm CT

If an application meets the minimum automated checks set in the Forte System then it is sent to enrollment through the auto approval process. If it doesn’t meet those minimum checks it is then sent to be reviewed by underwriting. For manual underwriting, merchants would submit paper application and supporting documents including bank statements and a copy of driver’s license for our underwriting team.

CSG Forte will assign a Project Manager to support APPF’s portfolio. Additionally, our team of experts provides training through a virtual environment which includes an in-depth walkthrough of the tools that we provide and are used on a daily basis by our partners and merchants. As needed, we can provide videos and online documentation to assist with training and we are dedicated to providing ongoing resources and assistance throughout our relationship.

The Relationship Manager will assist with account monitoring and customer goal attainment, act as a customer advocate, provide feedback to product and operation teams to improve the customer experience. The RM will complete quarterly business reviews at the organization level and will recommend solutions to help meet processing expectations. Additionally, our Customer Support teams are available to provide account-level support to merchant locations from platform training, day to day phone and email inquiries, as well as technical support. The internal teams work together to resolve customer requests while the RM monitors the overall health of the relationship. Lastly, operational performance support is available 24×7 to ensure customer needs are met quickly and effectively.

A file can fail tranmission for a number of reasons, the most common are: incorrect file name, payment/client token mismatch, duplicate file, including other discrepancies within the file. CSG Forte handles transmission errors by identifying the problem with the file, formulating an email detailing the discrepancy, emailing the merchant, and following up with a phone call if we haven’t received a response by the cutoff time.

If Forte is experiencing an issue with a processor or bank, we will notify APPF of the service interruption immediately. Upon enrollment on to our system, Forte registers the applicable individuals or groups to our status update page.

Yes, our Risk team monitors thresholds internally and notifies merchants as necessary. Risk completes a full review on a merchant if they are near or reached the allowable returns ratios.

CSG Forte identifies potentially suspicious activity by evaluating information brought forward by internal and external sources, such as; transaction monitoring alerts, employee referrals, law enforcement inquiries (e.g., subpoenas) and other referrals, including those made by external partners (e.g., banks and credit card associations). Transaction monitoring alerts are investigated and a suspicious activity report is filed when applicable.

Nacha rules audit occurs annually. Forte provide the audit report upon request.