CAL-Card Contractor Customer Support
State and local agencies participating in the CAL-Card Program should use the following contractor resources to assist customers in identifying the requisite customer support.
U.S. Bank (USB) Roles and Support Information
U.S. Bank (USB) has identified the following USB roles and contact information to address customer program operational issues and questions. ℹ
Resources For Program Administrators (PA)
Relationship Management
The CAL-Card Relationship Management Team provides strategic consulting regarding best practices, account performance and serves as an advocate for your program needs. In addition, this resource will coordinate with other USB departments to ensure “best in class” service. Contact the USB CAL-Card Team to obtain your designated Relationship Manager's name contact information.
Account Coordinators
The CAL-Card Team of Account Coordinators, also known as Client Services, are available 5:00 AM to 5:00 PM Pacific Standard Time. They provide daily servicing and consulting support to your agency PA. Account Coordinators can assist with:
- daily program maintenance and adjustment needs,
- training on our tools and processes,
- operational escalations and rush requests,
- issue resolution,
- sharing best-practice recommendations,
- liaising with internal teams,
- data/reporting, and
- engaging dedicated technical resources, etc.
Verification Requirements
PA callers to the Account Coordinator and Access® Online Technical Support Representative must have the following information available before support will be provided:
- client relationship (agency name)
- Access® Online organization short name
- agency’s PA name, email address and phone number
- processing hierarchy (bank, agent and company)
U.S. Bank (USB) CAL-Card Team
(877) 846-9302 (option 3)
calcard@usbank.com
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Note: Relationship Managers and Account Coordinators are not authorized to work directly with cardholders. Cardholders should contact their agency PAs or Customer Service for support.
Resources For Cardholders And Program Administrators (PA)
Customer Service Representatives (available 24/7)
This department provides general account information and services to cardholders and PAs upon verification of personal information. Support services include:
- dispute inquiries,
- card activation,
- reporting lost or stolen cards,
- reporting fraud,
- balance inquiry, and
- card declines.
PAs can inquire about accounts however all maintenance must be performed in Access® Online.
Customer Service
(800) 344-5696
Access® Online Technical Support Representatives (available 24/7)
Cardholders may utilize technical support for general navigation and password resets. All other card program or system-related concerns should be directed to the cardholder's PA. PAs who need support after hours (5:00 PM to 5:00 AM Pacific Standard Time) should use technical support as their first point of contact. Cardholders and PAs must provide verification information before support will be provided (see Verification Requirements).
Access® Online Technical Support
Program Administrators (PA): (877) 452-8083
Cardholders: (877) 887-9260
accessonlinesupport@usbank.com
New Participation (Enrollment) Requests
CAL-Card Sales Coordinator
The CAL-Card Sales Coordinator is the central point of contact for new CAL-Card participation requests and implementations. All new Request to Participate Forms (with supporting information) are submitted to the CAL-Card Sales Coordinator for processing.
CAL-Card Sales Coordinator
cpsmidmarketsalescoordinator@usbank.com
Once all documentation is reviewed for completion and the credit qualification process is finalized, the CAL-Card Sales Coordinator will send your account forward for implementation. Questions regarding the status of your agency’s request package should be sent directly to the CAL-Card Sales Coordinator.
See Enroll in CAL-Card Program for details.