By Gary Walston
For credit unions, the good news when it comes to transitioning their ATMs to chip card readers is that this fall’s changeover deadline is still a long way off.
That means ATM companies have ample time to handle the many aspects of changing the machines over amid the biggest change to cards since the addition of the mag stripe in 1971.
What is involved is upgrading and certifying every card reader and its associated software, to make absolutely sure that when a member inserts an EMV chip card it works as it should.
In the meantime, what should credit unions be doing to make sure members are informed and ready – dare we say “trained”? – to properly use their EMV chip cards in the new and improved ATM?
Credit unions have been explaining to members how the card is presented in terms of inserting it into the POS terminal reader and leaving it there so the chip can be read. A similar education and training program is worthwhile for the ATM changeover. One way to enhance that training would be through brief, to-the-point videos that detail how to use the card in an ATM.
Training doesn’t have to be complicated. A bit of communication with members about the change and the differences, maybe some helpful online information, and videos will suffice. One thing CUs should emphasize is that as members use other ATMs, there may be slight differences in the way their card is read. They may get frustrating error messages because their customary way of inserting the card and immediately removing it doesn’t line up with that ATM’s process.
Once EMV chip card penetration and ATM changeovers are complete, the best general rule will be simple: insert the card into the ATM and leave it in place until a message on the screen says to take it out.
Until then, there is that issue of whether the card reader has been upgraded, and whether the card’s chip, or the mag stripe, will be the trigger. Even if a credit union hasn’t issued its own chip cards, there are still some ATM terminals that will operate differently with the traditional mag stripe card. Members need to be prepared for any situation.
Instructional Signage & Graphics
As Dolphin Debit upgrades ATMs, we add instructional signage on the ATM and use on-screen graphics to indicate to users that the machine is chip card-capable. Most other ATM operators will do something similar. That’s why communication with members, to make sure they are prepared for any option, is so important.
Gary Walston is a co-founder of Dolphin Debit, (www.dolphindebit.com), a full-service ATM management company that owns and operates ATMs for credit unions. Contact him at gwalston@dolphindebit.com.