NetSpend 2010 Annual Report Download - page 12

Table of Contents
with our issuing banks and distributors. These integrated capabilities allow us to customize our products and services for different markets,
distribution channels and customer segments.
Program Management
Customer Acquisition and Account Activation. Customers that acquire cards through our retail distributors and corporate employers are
typically issued a temporary "Instant Issue" card with funds immediately available at reduced load and transaction limits. Card applications are
typically submitted by these customers through the retail distributor or corporate employer, as applicable. A customer may activate a temporary
card either online or by telephone. Upon the approval of the application, the account is established and a permanent card embossed and
personalized with the customer's name is sent to the customer within ten business days. Customers that acquire a card through our direct-to-
consumer or online marketing campaigns submit a card application to us directly, either online or by telephone, and upon approval of the
application the card is activated and, if not included in the original solicitation, a permanent card is sent to the customer. We accept or decline
card applications based on a review of the personal data included in each customer's application against our own and third party databases, in
accordance with compliance procedures designed to comply with applicable law.
Customer Service and Support. We provide a comprehensive set of services to cardholders for account and balance information,
budgeting tools, person-to-person payment, query resolution, bill payment and similar services. Customer support is provided through a
combination of live service agents, as well as 24 hours a day, seven days a week access to our interactive voice response systems, our websites
and other online and mobile phone based services. Our customer service includes employees at our Austin, Texas and Atlanta, Georgia
facilities and outsourced services through facilities in Mexico and the Philippines. We provide certain of our large distributors with private-
labeled customer support interfaces incorporating their brands.
Risk Management and Regulatory Compliance. We maintain substantially all aspects of portfolio and customer risk management, fraud
exposure, chargeback recovery and transaction and distributor monitoring on behalf of our issuing banks. We also support many aspects of
regulatory compliance monitoring and management within the risk area.
Marketing and Promotion. Our marketing and promotional efforts are targeted at consumers as well as our retail distributors and
corporate employers. We are able to leverage our experience and the data we gather from our cardholders to design marketing and promotional
programs that we believe more effectively drive customer acquisition, usage and retention. Because our marketing and promotional efforts are
maintained by us as part of our end-to-end platform, we are able to quickly customize and change our programs to match changes in the
market, consumer purchasing trends and technology improvements.
Distributor Relationship Management. We believe that our prepaid debit card programs are an integral part of many of our retail
distributors' businesses. We work with our distributors to create a prepaid debit card program and strategy tailored to their respective
businesses. We do this through a combination of marketing, information technology, risk management and regulatory compliance and sales and
customer support.
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