f you recall the time of knuckle busters (manual card imprinters) it may seem that credit card processing has existed for eons. In reality, the bankcard processing industry is relatively young. But changes in both technologies and the industry overall have been dramatic and rapid.

In our industry, if an entity has been in business for more than a decade, it's on the verge of veteran status. So, what do you call a company that has more than 50 years of experience? First National Merchant Solutions.

First National Merchant Solutions, a wholly owned subsidiary of First National Bank of Omaha, began processing transactions in 1953 for 125 merchants.

Today its 500 employees make up the nation's fourth largest bank-owned credit card processor, handling more than 500 million transactions for more than 160,000 locations annually, according to the company.

Transactions include credit, debit, automated clearing house (ACH) and check processing, as well as stored value products.

First National Merchant Solutions has both an inside and a direct sales force at its Omaha, Neb., headquarters and over 65 sales offices nationwide. One specialized group focuses specifically on ISOs, agent- and referral-bank programs, and other third-party relationships.

Customer-centric expansion

The company recently expanded in the Chicago area, and plans include expansion in Texas and California. The company also offers solutions in Canada and is considering other international opportunities.

When asked if it will eventually have a presence in every state, Diana Mehochko, company President, said while First National Merchant Solutions constantly evaluates expansion opportunities, "It is not a goal to be in every state.

"We want to make sure we have the resources where needed and appropriate to support our customers' needs and expand our client base."

First National Merchant Solutions is focused on helping merchants process payments in the most cost-effective and efficient manner. Therefore, its products and enhancements zero in on just that. For example, it has integrated the ability to process ACH and credit card transactions in the same batch file, increasing efficiency and saving time.

Merchants are also able to respond to chargebacks online. And the processor offers alternative payment methods such as Bill Me Later. These and other programs are attracting clients. "Several large new customers in the ISO, retail and parking industries have signed with the company," Mehochko said.

Sagacious, spot-on service

First National Bank of Omaha has been in business for more than 140 years and is the third-largest family-owned bank in the nation.

"With a combination of longevity, a proven track record of customer retention and status as a privately held company, First National Merchant Solutions is very unique in an ever-changing and consolidating acquiring industry," Mehochko said. "We control our own destiny. We are very nimble. We don't have to go anywhere to get a decision."

First National Merchant Solutions is one of the few remaining in-house processors. This freedom enables it to respond to customers' needs with a comprehensive approach to service - and do so quickly.

"The experience and tenure of our employees, who know payment processing from the inside out, allows First National Merchant Solutions to provide the high level of service that customers have come to expect," Mehochko said. "By continuing to identify, understand and meet their needs, the majority of First National Merchant Solutions' customers have chosen to stay."

One of the processor's missions is to deliver superior client service to nurture long-standing relationships. "Our goal is to allow our customers to focus on their core business, while we process their payments in the most cost-effective fashion," Mehochko said.

The company realizes ISOs are customers, just as much as merchants are. First National Merchant Solutions' definition of a client includes agent banks, merchants and ISOs.

Totally tight teamwork

As part of its customer-centric philosophy, First National Merchant Solutions has implemented a full-service Account Management Team concept. "The Account Management Team is always there to answer questions," Mehochko said. Employees also travel to client locations, as needed, to offer education and training in person.

The concept was developed to meet each customer's changing business needs. "All team members are dedicated to customers for immediate problem escalation and resolution," Mehochko said.

The Account Management Team is responsible for all types of support, including operational, technical and conversion support. It encourages employees to consult with one another, as well as their customers, to help customers grow their business.

"Employees from across the company regularly pull together to solve customer issues, and as a result, the tenure of both employees and customers is far greater than the industry average," Mehochko said. Additionally, the company's help desk is staffed 24/7 by qualified and experienced support personnel.

In keeping with its emphasis on customers, First National Merchant Solutions offers First Focus seminars annually. These include education and training for merchants and ISOs. They provide information related to chargebacks, fraud and security and include representatives from Visa U.S.A. and MasterCard Worldwide.

Up close and personal

These face-to-face meetings provide an opportunity for merchants to share experiences, receive training on equipment and talk about strategies and initiatives. It's also an opportunity for First National Merchant Solutions to receive valuable input from its clients. Such meetings are open to all customers, including ISOs.

A company doesn't remain at the top of its industry for more than five decades by resting on its laurels. First National Merchant Solutions is always looking ahead, determining how to continue to best serve all its merchant, bank and ISO clients far into the future.

"We are always looking at products and services as related to their ability to conduct business," Mehochko said. "It all centers around promoting our relationships with clients and prospective clients. ... We have an exceptional story to tell."