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June 26 , 2017 • Issue 17:06:02
Tapping into payments'

training goldmine

Sean Murray, President of deBanked, an expert in
merchant cash advance and alternative finance, agreed,
noting that ISOs and merchant level salespeople (MLSs)
are not absolved of liability and are responsible for
communicating accurately with clients. Recently, he
has observed an increase in merchant disputes over
agreements due to verbal and email misrepresentation of
services or products before contracts were signed.
Experts deliver top-notch training
One challenge for ISOs is how to integrate company core
values into the training experience and then deliver that
message consistently across channels. This applies to
By Ann Train direct and independent sales teams equally, Dunn noted.

s part of a self-regulated industry, it is incum- He advises clients in such areas as niche market expansion,
bent upon payments industry trade associa- portfolio valuation and integrated training. His Field Guide
tions and stakeholders to develop best prac- ISO Workshop details how to build and run a successful
A tices, resources and certification programs that ISO. He also offers an online bankcard sales training
guide the careers of payment professionals. "Training program with 10 lessons divided into about 35 segments.
turns tactical in payments biz," The Green Sheet, June 12, It generally takes 15 hours to complete, including tests,
2017, issue, 17:06:01, detailed several noteworthy training and can be white labeled. For more information, visit
programs on the company level. This article identifies piv- www.gofieldguide.com.
otal players endeavoring to prepare individuals industry-
wide for a future in payments. "Most of the ISOs who are using the Field Guide online
training have a staff of one to 30 people," Dunn said. "It's a
To help staff achieve proficiency and consistency in critical way to get people through baseline training, with a lot of
areas, many organizations rely on external sources to detail, so ISOs can move on to the coaching stage. When
augment internal training. Payments industry consultant we're building these skill- and experience-based teams,
Mark Dunn, President of Field Guide Enterprises we have to think about ongoing coaching, because the best
LLC, who served as an expert witness on training in a performers are constantly being coached by somebody."
Federal Trade Commission action, said the legal risk and
implications involved in running an organization and
training has added complexity that can challenge even Contributed articles inside by:
small businesses.
Brett Husak .............................................................................................23
"Whether you have direct salespeople or agents, someone Aaron Nasseh .........................................................................................38
who is out there selling your program, you are responsible Jeff Fortney .............................................................................................40
in some way for their actions," Dunn said, adding that
payment companies need to document exactly how Kevin Mendizabal .................................................................................41
people were trained, what they were told to do, and have
individuals sign and date when such training occurred. TOC on page 3

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