InterceptEFT Blog

Training - do I really need it?
by Renee Bourdeaux (VP, Communications & Marketing), Mar. 8, 2010
Has someone recently offered you the opportunity to go to a training session, lunch meeting or webinar to hear wisdom? How often do you take advantage of those opportunities?

Sure, you may think, I'm too busy to be bothered with these opportunities. The fact of the matter is, we never stop learning. But, okay, I get it... some trainers are really boring... and some of you are terrified of networking at a lunch meeting... and others think some webinars spend too much time telling you what you already know.

What you really need to do is decide - how do I learn best? Then, finding a learning opportunity becomes easier.

• If you love a change of pace (i.e. getting out of the office) and want to network (code word for "practicing communication with someone other than your cubicle neighbor & hearing about what cool things other businesses are doing"), then seek out lunch meetings that offer a speaker.
• If you enjoy structure (i.e. agenda) and clearly defined learning objectives (this typically means you won't get much "fluff" in the presentation), then seek out training opportunities on topics to advance your knowledge in your chosen field.
• If you would rather be in control of your learning (i.e. I have the opportunity to leave if the information is just not for me), then a webinar may be much more beneficial for you. People are able to drop out of webinars without being disruptive, and without interrupting the presentation.

The key, though, is to continually seek knowledge. If training is not in your budget, or is not supported by your organization, then don't let it stop you from learning and growing. Read blogs, write blogs (hint: this requires researching), read books, research on the internet, follow experts on Twitter or set up Google Alerts for topics of interest.

Learning makes us better thinkers and better writers (hopefully), and it makes us more valuable employees. So, do yourself a favor, and seek out a learning opportunity today!

GIGO
by Greg Sagedahl (Software Engineer), Mar. 1, 2010
Garbage In, Garbage Out! This phrase can be used in a number of different fields. But, it shows up every day in the field where it was coined. Its' origins date back to the early days of computers. The phrase refers to the fact that computers will process data EXACTLY how the data was entered. If data is not entered correctly, the data won't be interpreted correctly.

There is NO intelligence factor involved to decision if data is entered correctly. The programs that you use on a daily basis have been written to have as many checks and balances as possible to help make data entry easier and more precise. But, the programs will never catch all bad data coming into the system. The systems can be designed to validate entered data against formatting, length of field, character inclusion or exclusion, value of field, and much more. But, even then a value can pass the validation test and not be correct.

This can be very costly in the ACH or Credit Card networks. If you key in a credit to a routing number that is a valid number, but it is not your routing number, you could risk sending that money to an account that isn't yours and never get it back. There are literally hundreds of scenarios that I could run through that would be very costly to you.

So, remember, before you blame the computer for not giving you the answer you are looking for. Check your work and then re-check your work. Computers don't make the mistakes, humans do. Computers only do what they are told to do. Trust me, being a software engineer can be mind boggling at times, too. For instance, last week I miss-spelled a variable that I was using and the program wouldn't work the way I wanted it to. It works on both sides of the software, the Graphic User Interface that you see, and the code that I see. When you give systems garbage to interpret, the systems will give you garage back.

Want to Go Green?
by Addie Henschel (Sales & Marketing Support), Feb. 17, 2010
You've made the decision to be a more environmentally conscious company. Where do you start? While there are many things you can do, here are a few things InterceptEFT has done to "go green."

1. Recycle
   Almost everything in the office can be recycled in some way or another. Set up recycling bins in common areas to recycle cans and bottles. Encourage employees to recycle paper by placing paper bins under their desks. Your local recycling company should be able to provide you with these but if you want some fun looking recycling bins, check out www.recyclingbins.com.
2. Turn Off Electronics
   Electronics are one of the biggest electricity wasters in the office. You can help save on your electricity bill by turning computers, monitors and printers off at night. Have a certain area in the office where no one goes yet the light is always left on? Look into motion sensors for these low-traffic areas so the electricity isn't wasted.
3. Go Paperless
   Save time and money. Reduce your costs by offering direct deposit, email invoices instead of mailing and pay bills online. Employees will appreciate not having to run to the bank every payday and you will get peace of mind knowing the funds are secure. Emailing invoices can save thousands of dollars per year by not printing and mailing statements. Electronic invoices also ensure you'll get paid on time, every month. If you are still receiving paper bills call and ask them if emailing them is an option.
   
   What's your paper footprint?
   How much can your company save by switching to direct deposit?
   
   No office can be completely paperless, but what paper is used, should be used sensibly. Here are a few things that will reduce the amount of paper:
   
   Print double-sided
   Purchase recycled paper
   Re-use paper as scratch paper
   Recycle

Educate employees on the benefits of going green, both at work and at home. All changes will take some time but starting out small is the key to making changes stick. It may take some getting used to, but in the end, everyone benefits.

It's Time to Evolve.
by Matt Hauff (National Sales Rep.), Feb. 10, 2010
With the current state of our economy, companies must make decisions now that will affect their businesses for years to come. Companies can decide to change nothing or very little and try to ride out the storm or they can choose to change their business tactics. No matter the state of the economy, there are always ways to execute a profitable business model; you just need to think outside the box.

For example, companies are trying desperately to save every penny they can and are looking to their vendors for savings. This makes now a perfect time to become a reseller of credit card processing. This creates a residual income for your business, a stronger relationship with your customer and it makes you the hero because you saved your client money. As the economy turns back around and the pendulum swings the other way, your client will more than likely process more transactions and you will reap the benefits.

Money cannot get much cheaper. With the Federal funds rate effectively at zero, opportunities in real estate, as another example, can create another source of cash flow for your business. Real estate has decreased in value over the last 4 years, making now a great time to buy an investment property. With tighter mortgage regulations, fewer people are able to buy homes, making the rental market strong. The recipe for success in this instance: discounted property, very low vacancy rates, cheap money and great cash flow.

Now is the time to act on the words Warren Buffet lives by: "Be greedy when others are fearful, be fearful when others are greedy." Now is not the time to go into seclusion and weather the storm. Now is the time to take advantage of the opportunities that are present in the world today. The opportunities we have today will become the businesses for some tomorrow. You need to make the decision whether you will sit back and watch the opportunities pass or seize the opportunity and grow your business.

Words to live by...
by Connie Mosier (VP Risk Management), Feb. 2, 2010
I have a friend and every time I see him and ask, "how's it going?", he responds with "could be worse". If you think about it, for the vast majority of people, that truly is the case.

• For the office worker that is getting headaches from staring at a computer monitor every day, it could be worse. He/she could have a malignant brain tumor, not just an eye strain headache.
• For the infant with recurring ear infections, it could be worse. He/she could have contracted swine flu, not just a minor infection treatable with antibiotics or insertion of tubes.
• For the soldier with young children who was injured in Iraq and now back in the US, it could be worse. He could have been killed overseas and missed the experience of raising his children.

So my point is, be thankful for what each day brings, because "it could be worse." With the declining economy, grim outlook and increased government intervention, "it could be worse" - we could be under a pile of rubble in Haiti.

Diversity at Workplace
by Pramita Sen (Marketing and Sales Associate), Jan. 25, 2010
With the diversity hype on the rise, it is important that companies and employers become pro-active about this matter. But one needs to realize that a company does not gain the reputation of being a "diverse company" simply because they state that they enforce Equal Employment Opportunity Act. True diversity in a workplace is accomplished through acceptance by one's colleagues and superiors. This does not mean that a diverse employee's peers should just pretend that they do not share something different. Something different is good! Difference fosters curiosity, which in turn leads to knowledge sharing and learning.

Being born and raised in India, I fit the description of a diverse employee at any company located in the U.S.A. And this also provides me with the opportunity to experience an amazing work ambience at InterceptEFT. I have been able to learn the American way-of-doing-things (varying all the way from work ethics to daily lifestyle chores), and have pleasantly intriguing discussions about cultural differences between the East-Indian and American ethnicities.

I believe that humor plays a very important role in strengthening bonds, whether it's between friends, family or professional colleagues. So I was actually relieved to find myself comfortable enough to be able to share jokes with my peers about specific habits and accents exclusive to individual's national origin, ethnicity and culture. Through such amiable practices, I have not only found myself to be more productive at my job, but also enjoy the time I spend at InterceptEFT.

A healthy work culture includes team members' commitment to acceptance and an attitude to learn from each other and share knowledge in varied aspects of life that goes beyond the outlined job description. When a company can foster such complacent work environment, it can proudly call itself a "diverse company", and actually mean it!

The Golden Rule
by Deb Swanson Dilly (Administrative Support), Jan. 18, 2010
"Focus on how an individual's daily decisions add up to reveal that person's true character. We cannot cheat in the small things and expect these blemishes to never surface. When the real tests in life occur, our character will not be able to withstand the pressure because we have not chosen the harder path all along." - Melissa Kelly

First I'd like to say, "I am not a writer", which may become painfully clear after reading this!

And for those of you who know me, you know I am a woman of few words. (Ha! Ha!)

I have always worked in an environment with direct customer contact. Whether it is person to person, via phone or email, this type of work seems to suit my personality. So, being at the front desk entering contracts and answering the phone here at InterceptEFT, I have the pleasure of speaking with a majority of you each day. The key to successfully performing one's job is to try to see things from the client's perspective. I will admit, at times it is stressful and it is hard to maintain a cheerful tone, but I do my best.

I always think about how I would want to be treated if I were the client or customer, so I decided to look up the meaning of the Golden Rule. This is a portion of what I found:

The basic premise of the Golden Rule is that those who aspire to live by this rule must treat all people, not just their close associates with fairness.

Here's to living by the Golden Rule every day!

What an opportunity...
by Robert Mattson (Marketing and Sales Intern), Jan. 11, 2010
The challenging job market has made it crucial for college students to gain real world job experience prior to their graduation. Internships offer a great opportunity to apply your fundamental understanding of classroom concepts in a practical industry sense. Internships give a chance to explore particular careers further, applying specific training that isn't available in the classroom. It also gives a chance for students to network with local business, giving them an opportunity to set foundations for potential employers.

Here are a couple tips for those college students who are considering an internship:

1. Put all your eggs in one basket: Find the one internship that is right for you and put all your emphasis on obtaining it.
2. Explore your passions: Determining your likes and dislikes throughout the internship will be helpful in shaping a healthy career.
3. Learn from your mistakes: This experience is a trial and error process. Many of your work habits will change overtime. Some things just don't work in different work environments.
4. Take as much as you can: Use the internship as an opportunity to give yourself a competitive advantage over the other students. Office experience for example is required for many entry level positions.

Working with InterceptEFT has inspired me to accomplishmore, and through their acceptance of myself and the internship, I stressless.

Learn Something New
by Steven Cameron (Programmer/Analyst), Dec. 31, 2009
At my college graduation, like many graduates before me, I had to demonstrate my learned skills by being able to shake someone's hand, grab my diploma, and avoid tripping over the graduation gown all at the same time. Moreover, like many graduates before me, I thought that with that complex rite of passage, for the first time since preschool, I was done with learning forever.

I was wrong.

The good news is that if you are interested in learning more about your profession, about business in general or just about anything else that may tickle your fancy, there are many opportunities. Here are just three examples.

1. Take advantage of Online and Distance Classes

Check out your local college or university. Online and distances classes and degrees are becoming more readily available. At North Dakota State University, one of the local universities in my area, they will soon be offering a Masters Degree in Software Engineering online.

Online and distance classes give you flexibility of time. They are usually work-at-your-own-pace and allow you to fit the work into your schedule. You could work on it early in the morning before your regular job, on breaks or late at night before bed. In addition, you also don't have to worry that a professor will call on you and catch you daydreaming about that cute girl you met at a frat party the night before.

2. Use Open Course Ware

A number of universities worldwide offer free audio & video lectures, course notes and exams online free of charge. The Open Courseware Consortium has a list of these. One of the most extensive collections belongs to the Massachusetts Institute of Technology.

Whether you want to take a course in Multicore Programming, Economy and Business in Modern China and India, Geodynamics, or Hip Hop, there is a course for you online.

3. Try Self Study

If you prefer simply reading a textbook about a subject, and who doesn't, there are a number of sources for free downloadable and online textbooks.

Textbook Revolution has an extensive list of eBooks on a wide variety of subjects from Computer Science and Engineering to Environment and Health Sciences. You can find something interesting here even if the topic you are interested in is Territorial Use Rights in Fisheries in Chile.

FreeBookZone has a list of eBooks available from many sources such as Microsoft & NASA. Most of them are computer science books but there are some Math, Medical and Chemistry books as well.

Whether you want to enhance your job skills, learn more about the world or delve further into a favorite hobby, there are many opportunities online. Best of all, you don't need a hall pass to go to the bathroom.

Going green doesn't have to cost a lot of money.
by Rick Steinwand (Web Developer), Dec. 14, 2009
Everybody's claiming to be "green" these days, often just because they recycle their cans and bottles. Going green often can potentially reduce your energy usage, which most people can appreciate. Here are a few things I feel you should know about being green:

Reduce, reuse, recycle.

How expensive is it to donate your unneeded clothing, furniture, cell phones and household goods to a shelter or other needy organization? Often you'll get a receipt for tax purposes just for the asking and the satisfaction that you helped someone needy. Likewise recycling your cans, bottles, cardboard and newspapers just costs you a few minutes a week and saves our limited supply of resources. When possible, purchase goods made from recycled products. More reduce, reuse, recycle.

Behavior modification is free.

Big gains in your energy bills can be had by taking shorter showers, turning off lights (and heat) in unoccupied rooms, unplugging appliances that aren't used and fixing leaky faucets and toilets.

Every homeowner should have an energy audit.

Many utility companies offer an energy audit for free or reduced price, but don't expect a lot from that, often it's just a visual inspection. Another option is a DIY energy audit.

The best energy audit is a professional audit with a blower door and thermal imaging to show air leaks and missing insulation, often as little as $250-300. Many of these leaks require just a little caulking to fix and often saves the average owner up to $100 a year.

Forget replacing windows and doors unless there's a good reason. Spending that money for other things, like insulation, often gives a higher ROI. In historic houses, new windows can decrease the value of your house so the best bet would be to rebuild them to reduce leakage.

Monitor your home's energy usage with a free Microsoft Hohm account. After answering some questions about your home's layout and construction and info from your utility bills, you'll get some neat graphs of your usage and lots of tips for decreasing your energy usage. For more info go to the Microsoft Hohm web site.

Don't overlook your hot water heater.

Heated water is often 14 to 25% of the energy consumed in your home. Check out the US Dept of Energy's guide to Energy-Efficient Water Heating and this calculator which will show you what you can hope to save. In my book, unless you have a high efficiency water heater, (most of us don't) every water heater should have an insulated blanket and hot water pipes should be insulated as far as you can go, especially in unheated areas of your home. Plan to save at least $20 a year.

Know your energy hogs.

Beg, borrow or buy a watt meter, then record the energy used by your appliances. Don't forget to check how much power they use when turned "off" (known as vampire power). Once you identify the hogs, you can deal with ways to reduce your consumption. Here's Planet Green's Top Green Electricity Tips. Did you know that older Energy Star appliances only needed to consume less than 1 watt while turned off, to comply? There was no limit on energy use when turned on. Newer Energy Star appliances address power usage when turned on.

Take advantage of credits and rebates.

The IRS has a 30% tax credit of up to $1,500 for energy-saving upgrades that ends Dec. 31, 2010 and there's a proposed Cash for Caulkers program that could pay 50% of your improvements (or up to $12,000 in your pocket).

Compliance is not a four-letter word.
by LeAnne Wilcox (Risk Analyst), Dec. 7, 2009
Compliance has a bad rap. You hear the word and everyone in the office shudders. Often it is seen as more work, more boxes to check, and more money out of our company pockets. Recently there has been a change in compliance requirements for all merchants that process, store or transmit cardholder data. The five payment brands (Visa, MasterCard, Discover, AMEX and JCB International) have now mandated that all merchants be compliant with Data Security Standards, otherwise known as PCI-DSS. Of course, it does mean a little more work and a little more money but the benefits are many, including customer confidence and protecting your business.

At minimum, PCI-DSS means that each merchant must complete a Self-Assessment Questionnaire, a series of questions about how the merchant stores, transmits and processes cardholder data. Depending on your merchant's systems, you may also be required to have a Quarterly Network Scan. Both are designed to help identify gaps or deficiencies that could lead to a possible cardholder data breach. The last thing any merchant wants is their customer's cardholder data stolen because they weren't doing all they could to protect their customer's information.

Did you know that the majority of card data theft cases occur at small retail locations, including land-line terminals? Improper storage of written credit card information, utilization of software that is not PCI compliant and use of unsecured voice over IP technology are just a few of the reasons that cardholder data is compromised.

Protecting cardholder data means not only protecting your customers but protecting your business. Cardholder data breaches result in heavy fines imposed to the merchant by all the payment brands involved. The merchant is also on the hook for paying for all the fraudulent transactions and losses suffered by their customers. For some businesses, these fines and increased charge-backs could mean going out of business. By taking the time to become PCI-DSS compliant the merchant can breathe a little easier, knowing they have taken measures to protect their customers and themselves while helping the customer feel confident that their data is safe at the merchant.

Merchants can't run away from PCI-DSS compliance. No matter which processor the merchant chooses, PCI-DSS compliance is always there. Most processors, like InterceptEFT, provide a program to help their merchants become compliant and maintain that compliance. The goal is to help merchants safeguard data, help build customer trust and protect their business.

For more information about PCI-DSS compliance, visit these sites:
www.pcisecuritystandards.org
usa.visa.com/merchants/risk_management/cisp.html

Your family roots will guide and motivate you through your life
by Cindy Simon (Customer Support Supervisor), Oct. 27, 2009
My mother unexpectedly passed away recently which has brought many memories to the forefront. I think, many of which, have made me who I am today. Born the last of 10 children, a rare number of siblings these days, has given me many insights to the world. Both sets of my grandparents immigrated to the United States during the 1890's. My father was born the year the Titanic sank 1912. My mother was born the year that the stock market crashed (1929) and the beginning of the Great Depression. My parents told many stories of growing up on their family farms and the harsh cold winters in North Dakota. I remember my parents telling us, you can do anything you want with your life as long as you work hard.

This last year InterceptEFT has been working hard as a team in regards to all the challenges and the never ending changes in the electronic ACH industry. The Intercept team works at sharing knowledge that in turn will benefit as well as motivate our employees and our clients while learning the ins and outs of the Electronic Funds Transfer business. Take away the sharing, the team will no longer be a team, members will no longer be as knowledgeable, and motivation will be gone. It's easier to maintain higher levels of customer service when people feel they are moving forward, learning new things, adding to their skill base, and achieving more. When there is value involved it becomes personal and consequently becomes more emotional, therefore, we accomplishmore and stressless.

In the eight years I have been at InterceptEFT I have had the privilege of working with many individuals, companies, and groups which has only expanded my already large family. Writing this short blog has provided the opportunity for our clients to know InterceptEFT employees, which in turn allows both companies to continue to grow and thrive into the future.

Missing faxes, where do they go?
by Ember Verkuehlen (Admin. Support Manager), Oct. 19, 2009
Do you ever wonder where all the missing faxes go?? Do our fax machines have a gremlin living on little particles in our machines like the dryer gremlin? You all know what I am talking about right? We wash our clothes and put them in the dryer and you know you had 2 matching socks in the washing machine but to your surprise and frustration your favorite pair of designer socks is missing its partner. You look between your machines, behind the dryer, you check the washer again, but it is no where to be found. I'll tell you where it went; the dryer gremlin took it to their alternative universe just like the fax gremlin sometimes thinks it is funny to steal the faxes.

We have all experienced it from both ends of the fax line. Rather we are the recipient or sender we have either asked or been asked this question, "I faxed the documents and my confirmation says it went through so why didn't you receive it?" The answer, "the fax gremlin took it."

OK, the fax gremlin might be a myth and the real answer is "that sometimes the communication lines between each others fax machines/servers just don't communicate well with each other or hiccup during the transmission." Who really knows? We would all love to have the perfect data world (gremlin free) where we get every fax perfectly every time. Wouldn't that be wonderful!

My point being, no matter the reason, our fax systems aren't perfect and we may not receive every fax sent to us due to communication hiccups or gremlins. All I ask is that we all show some patience when it comes to faxing because we are truly trying to create a happy fax world here at Intercept. Unfortunately there may be times when we ask you to refax.

Can't you just picture gremlins sitting in their alternate universe wearing one sock and reading our faxes while they enjoy their morning cup of coffee?

Customer service: The value of feedback
by Stephanie Perrine (Customer Support Specialist), Sept. 28, 2009
How satisfied are your customers? Are all their needs being met? These types of questions are of utmost significance for a business to ask. The answers to them will only be as good as the feedback obtained from your customer base. Feedback that your customers can offer you is both beneficial to your own, as well as, your customer's success!

Compliments, suggestions and even complaints are all sources of valuable feedback. Compliments make people feel good and they also show that efforts put forth by team members are not going unnoticed by your customers. This sort of positive reinforcement encourages your team to keep providing the best levels of customer service. On the other end of the spectrum are complaints. I think all will agree that nobody enjoys this type of interaction with a customer. However, they can be just as beneficial by using them as experiences in which to learn from. Most likely the employee will become more knowledgeable and will develop ways to divert the negative situation from occurring again, paving the way for more desirable feedback in the future. Interaction with the customer, either positive or negative, will open the door for suggestions. A common goal is to strive to meet and keep up with customers' needs and expectations and therefore welcoming the suggestions customers have to offer. Committing to make sure your customer's feedback is included to help maintain and improve services keeps the focus on the needs of your customers.

Here's a few tips:

1. The entire company should be involved in the communication loop. Encourage all employees to interact with your customer base.
2. Keep the lines of communication open. Provide a variation of ways for the customer to communicate with you. Communication efforts should be easy and comfortable for your customer. Some examples would be toll free phone numbers, online forums, comment cards, and surveys.
3. Try to collect feedback at different stages of the relationship from the point of first contact, through the sale and continuing on through your professional affiliation.
4. Ask the right questions! What are your customer's needs? Are they satisfied with your services? Find out sources of competition?

Considering the importance of collecting and incorporating customer feedback regarding products and services is essential to a company being successful.

Blogging and the future
by Bryan Smith (President), Sept. 1, 2009
All of us at Intercept are excited about the sharing of information in the upcoming blog. This will be the first time that personally or professionally I've blogged! Naturally this leads to excitement combined with some anxiety.

The past year has shown all of us the dramatic changes in social networking. We at Intercept are beginning to blog, tweet on twitter and develop fan pages on facebook. These changes are significant but pale in comparison to the changes that have occurred on the financial and business front. We now have bank failures rivaling the numbers of the great depression or at least the early to mid eighties. We have spent a significant amount of time researching banks and have been moving the existing client base to well capitalized banks or banks that have been set to acquire failing institutions.

In any event one should be cautious and well informed of their banking relationship. For the first time I can remember in banking (my career now spans an immense 26 years) the value of overnight funds is zero. Banks have been benefactors of the flight to safety movement which has left them awash in deposit dollars which with other factors has driven down overnight interest to a nonexistent dollar amount. With such instability in the market place Intercept has elected to forego interest dollars, but rather elected for unlimited depository insurance from the FDIC. We believe this will change in the future, it appears to be 12 to 18 months, but any time line is a guess at best. To give you a glimpse of our long term strategy in the investment arena, we are developing products and services that will allow for: investment house opportunities (today the biggest fear is one buys a money market account at a dollar and it comes back less than a dollar), earnings credit for reduction in fees (which are FDIC insured to some dollar amount) and bank money market accounts that are FDIC insured and allow for more than six transfers a month. These are just a few options we hope will be available to Intercept clients when interest rates return to a greater return than less than 1%.