Last Revised: 6 October 2022

 

Program Guidance -

Standard Operating 

Procedures

Stored Value Card (SVC) Program

Federal Reserve Bank of Kansas City

 EagleCashTM & EZpayTM
Last Revised: 6 October 2022

© 2022 Federal Reserve Bank of Kansas City

Section 1 – Program Overview

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Table of Contents

Table of Contents

Section 1 – Program Overview ........................................................................................................................................5

A. EagleCash / EZpay Program Overview......................................................................................................................5

1. The EagleCash System ..........................................................................................................................................5

2. EagleCash Cards....................................................................................................................................................6

3. The EZpay System.................................................................................................................................................6

4. EZpay Cards...........................................................................................................................................................7

B. Stored Value Card (SVC) EagleCash & EZpay Program Support Elements................................................................7

C. Implementation Environments.................................................................................................................................9

1. CONUS...................................................................................................................................................................9

2. OCONUS................................................................................................................................................................9

3. At Sea (LCS Ships)..................................................................................................................................................9

D. Program Events and Activities..................................................................................................................................9

1. eCommerce Training.............................................................................................................................................9

2. EagleCash Wellness Calls/Visits............................................................................................................................9

3. Monthly EZpay Call .............................................................................................................................................10

4. Change Control Board (CCB)...............................................................................................................................10

E. Stored Value Card Program’s Product Lifecycle .....................................................................................................11

1. FRBKC Product Agile Development.....................................................................................................................11

2. Card Processing Station (CPS) Software and Device Firmware Updates............................................................11

3. New Equipment & Software Enhancement Pilots..............................................................................................12

4. Production Releases and Deployments..............................................................................................................12

F. Program Stakeholder Roles and Responsibilities ...................................................................................................12

G. Operations..............................................................................................................................................................15

Section 2 – Finance/Disbursing Officer Procedures..............................................................................................16

A. EagleCash and EZpay Implementation/System Setup............................................................................................16

1. Training & Documentation .................................................................................................................................16

2. Deployment, installation, and configuration of EagleCash and EZpay assets....................................................16

3. EagleCash Point of Contact (POC) Software Change Requests...........................................................................17

4. SVC Rules of Behavior.........................................................................................................................................17

B. IT Systems Accountability (Asset Management) ....................................................................................................18

1. Replacement Hardware and Supplies (FRBKC Form 411)...................................................................................18
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2. New Hardware Requests (FRBKC Form 412) ......................................................................................................18

3. Return Tracking Notifications.............................................................................................................................19

4. Inventory Tracking ..............................................................................................................................................19

5. Kiosk and POS destruction in place procedures.................................................................................................19

6. CPS and Device Administration/Configuration...................................................................................................20

7. System/Device Maintenance Activities..............................................................................................................20

8. System/Device Operating Procedures................................................................................................................20

C. Settlement and Accounting - End of Day Processing..............................................................................................21

1. Batching Out.......................................................................................................................................................21

2. Transaction File Processing.................................................................................................................................22

3. Daily Reports.......................................................................................................................................................22

4. EC Missing or Incomplete FS Form 2887s...........................................................................................................22

D. Fraud & Suspicious Activities..................................................................................................................................23

1. What is Money Laundering.................................................................................................................................24

2. Compliance Standards........................................................................................................................................24

3. Customer Service Identification Procedures (CIP)/ Know Your Customer (KYC)................................................25

4. Suspicious Activity ..............................................................................................................................................25

5. Structuring ..........................................................................................................................................................27

6. Additional Suspicious Activity Monitoring Efforts..............................................................................................27

7. When Do I Contact the Customer Service Centerv (CSC)? .................................................................................27

8. When Do I Contact Local Authorities?................................................................................................................28

9. What Does the Risk, Fraud Compliance Group Do? ...........................................................................................28

10. Data Protection...............................................................................................................................................29

11. Best Practices for Finance Offices...................................................................................................................29

12. Policies and Procedures Governing AML Compliance....................................................................................30

E. Finance Officer Appointment - Turnover................................................................................................................30

1. Training ...............................................................................................................................................................30

2. System Asset Accountability Transfer ................................................................................................................30

Section 3 – Card Management............................................................................................................................31

A. EagleCash Account Enrollment...............................................................................................................................31

B. Card Issuance Policy................................................................................................................................................32

C. Card Acceptance Policy...........................................................................................................................................37

D. Card Ordering: ........................................................................................................................................................39

E. Card Inventory & Control........................................................................................................................................40

F. Card Usage – Load & Unload Funds........................................................................................................................41
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G. Negative Balances...................................................................................................................................................42

H. Incident Reporting (Lost, Stolen, or Damaged Cards) ............................................................................................42

I. Hotlisted/Warmlisted Cards...................................................................................................................................43

J. Refunds...................................................................................................................................................................44

K. Closing Cardholder Accounts..................................................................................................................................44

Section 4 – Appendix..........................................................................................................................................45

A. Customer Support Resources................................................................................................................................. 45

1. Customer Service Center....................................................................................................................................45

2. Case Management..............................................................................................................................................45

3. SVC Portal ...........................................................................................................................................................45

4. User Guides & Quick Reference Guides..............................................................................................................46

B. References – List of Related Organizational Regulations/ Websites:.....................................................................46

1. Department of Defense ......................................................................................................................................46

2. Fiscal Service.......................................................................................................................................................46

3. Federal Reserve Bank of Kansas City ..................................................................................................................46

C. Forms......................................................................................................................................................................47

1. SVC Equipment-related Forms............................................................................................................................47

2. SVC Card Program Enrollment/Appointment/Disclosure Forms........................................................................47

D. Acronym Listing ......................................................................................................................................................48
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Section 1 – Program Overview

EagleCash and EZpay Standard Operating Procedure (SOP) Purpose and

Objective 

This SOP provides an overview of the EZpay and EagleCash programs. It also outlines roles and 

responsibilities for military personnel and retail associates involved in the day-to-day administration. Where 

necessary, specific procedures are provided to help administrators and stakeholders with information to 

perform daily operations. 

The EZpay and EagleCash Stored Value Card software application is fully accredited in accordance with 

the provisions of Fiscal Service Information Security Program Plan (ISPP) on Security Assessment & 

Authorization (SA&A), including being given an Authorization to Operate (ATO). Further, these Stored 

Value Card programs have been approved for use within the United States Army, Air Force, Marines, and 

Navy, through reciprocity agreements between Fiscal Service and each service component. 

This SOP is updated on an as-needed basis. This SOP is comprised of sections, ensuring that published 

guidance is available upon changes to the procedures or policy shortly after changes are made. Detailed 

device operations instructions are found in separate user guides and quick reference guides located on the 

SVC Portal.

A. EagleCash / EZpay Program Overview

Processing, administrative, and operational support for Stored Value Card programs are provided by 

the Federal Reserve Bank of Kansas City (FRBKC). EagleCash and EZpay support the objectives of 

the U. S. Government to reduce dependency on currency/cash – at military training installations, 

Finance/Disbursing Offices, and at sea in contingency and for peacekeeping operations/missions 

worldwide; thereby improving operations and reducing costs. 

As a payment system, EagleCash and EZpay support the needs of personnel during basic military 

training and while serving OCONUS by delivering a full-function cash replacement program that can 

be used for the purchase of goods and services at merchant and Post Office locations on base. 

EagleCash and EZpay are interoperable at all locations where the infrastructure for the EagleCash and 

EZpay programs have been implemented. 

1. The EagleCash System 

The EagleCash SVC program is a cash management tool used to support a cashless battlefield and to 

provide enhanced financial services to cardholders. The program was developed by the Bureau of 

Fiscal Service and designed to support U.S. military and civilian personnel deployed in combat zones, 

non-combat zones, and peace-keeping missions around the globe. Program components include the 

EagleCash card, kiosk and mobile kiosk, laptop, and POS device.
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Deployed personnel are issued and use EagleCash cards rather than cash to make purchases at the Post 

Exchange/Base Exchange (PX/BX), U.S. Army & Air Force Exchange Service (AAFES) concessions, 

Navy Exchange (NEX) stores, Dining Facilities, certain Commissaries, and military Post Office (PO) 

facilities. Rather than going to the camp/installation Finance Office (FO)/Disbursing Office (DO) to 

cash a check or obtain a payroll advance, cardholders access funds in their U.S. accounts via selfservice devices (kiosks) at convenient locations on the base.

2. EagleCash Cards 

The EagleCash card is a plastic, re-loadable stored value card (SVC) embedded with a computer chip 

that stores “electronic money” in its memory. The card does not use a magnetic stripe, as do credit or 

debit cards. Because the specialized computer chip is capable of changing/storing data in its memory, 

the EagleCash card is often referred to as a “smart card.” The card is used to reduce U.S. coin and 

currency transactions at the Finance/Disbursing Offices, Post Offices, PX/BX, various on-base service 

providers, such as barber and beauty shops, fast food concessions, and at other merchants who provide 

goods and services. 

Using specially configured Point of Sale (POS) terminals capable of reading a smart card, the 

cardholder can transfer a specified amount of electronic money from the card to the merchant in 

payment for goods and services. During the transfer, the purchase amount is deducted from the chip 

balance on the card and transferred to the merchant terminal, which houses a similar electronic chip 

capable of receiving the transferred value. In addition to purchase features and balance features, the 

card provides other functionality, including the ability to load and unload or transfer value throughout 

the tour of duty at any location where the EagleCash program is implemented. The card is issued at the 

Finance/Disbursing Office and may be funded at self-service kiosks located at convenient locations on 

the base, or at the Finance/Disbursing Office via payroll advance (partial pay), cash, or by writing a 

check. 

In addition to issuance, load, and balancing functions performed by the Finance/Disbursing Office, the 

EagleCash program includes kiosk support with software and functionality specifically designed for 

SVC management. EagleCash kiosks are freestanding devices like Automated Teller Machines 

(ATMs) that support cardholder-initiated value transfers from and to checking and savings accounts, 

card-to-card value transfers, balance inquiries, PIN changes, and activity reporting that includes the 

ten most recent transactions. 

Program activity data and updates are transferred daily from all EagleCash hardware (laptop Personal 

Computers (PCs), POS terminals, and kiosks) to the program’s processing agent, FRBKC. 

3. The EZpay System 

The EZpay SVC program is a cash management tool used to support a cashless training environment 

for cardholders. The program was developed by the Bureau of Fiscal Service and designed to support 

U.S. military and civilian personnel deployed at military training locations. Program components 
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include the EZpay card, laptop, POS devices, and EZpay card printers. 

Military recruits/trainees are issued and use payroll advance-loaded EZpay cards rather than cash to 

make purchases at the Post Exchange/Base Exchange (PX/BX), U.S. Army & Air Force Exchange 

Service (AAFES) concessions, Navy Exchange (NEX) stores, Dining Facilities, certain Commissaries, 

and military Post Office (PO) facilities. Rather than going to the camp/installation Finance Office 

(FO)/Disbursing Office (DO) to cash a check or obtain a payroll advance, cardholders access funds at 

convenient locations on the base. 

4. EZpay Cards 

The EZpay card is a plastic, prepaid Stored Value Card (SVC) embedded with a computer chip that 

stores “electronic money” in its memory. Because the specialized computer chip is capable of 

changing/storing data in its memory, the EZpay card is often referred to as a “smart card.” The card is 

used to reduce U.S. coin and currency transactions at the Finance/Disbursing Offices, Post Offices, 

PX/BX, various on-base service providers, such as barber and beauty shops, fast food concessions, and 

at other merchants who provide goods and services. 

Using specially configured POS terminals capable of reading a smart card, the cardholder can transfer 

a specified amount of electronic money from the card to the merchant in payment for goods and 

services. During the transfer, the purchase amount is deducted from the chip balance on the card and 

transferred to the merchant terminal, which houses a similar electronic chip capable of receiving the 

transferred value. The card is funded at the Finance/Disbursing Office via payroll advance. 

Program activity data and updates are transferred daily from all EZpay hardware (laptop Personal 

Computers (PCs) and POS terminals) to the program’s processing agent, FRBKC. 

B. Stored Value Card (SVC) EagleCash & EZpay Program Support Elements

• Department of Treasury Bureau of Fiscal Service 

Nadir Isfahani

Manager, Stored Value Cards Portfolio

U.S. Treasury Department, Fiscal Service 

Email: nadir.isfahani@fiscal.treasury.gov

Jonathan Homeyer

EagleCash Program Manager

U.S. Treasury Department, Fiscal Service 

Email: jonathan.homeyer@fiscal.treasury.gov

Timothy Nixon

EagleCash Sustainment Manager

U.S. Treasury Department, Fiscal Service 

Email: timothy.nixon@fiscal.treasury.gov

Tyrone Lynn

Information Security

U.S. Treasury Department, Fiscal Service 

Email: tyrone.lynn@fiscal.treasury.gov
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• Federal Reserve Bank of Kansas City

Ernest “Ernie” Craig

Vice President | Stored Value Card

Email: ernest.craig@kc.frb.org

Todd Rich

Asst Vice President | Stored Value Card 

Operations Officer

Email: todd.rich@kc.frb.org

Julie Nielsen

SVC PMO Manager

Email: julie.nielsen@kc.frb.org

Christopher Hotchkiss

SVC Product Director

Email: christopher.hotchkiss@kc.frb.org

Nate Arnold

SVC Technology Operations Manager & ISSO

Email: nate.arnold@kc.frb.org

Cindee Barnard

SVC Technology Operations Asst Manager

Email: cindee.barnard@kc.frb.org

John Lund

SVC Customer Service Manager

Email: john.lund@kc.frb.org

Danielle Reynoldson

Sr. Supervisor | SVC Financial Operations

Email: danielle.reynoldson@kc.frb.org

Michael McDonald

SVC Customer Service Senior Supervisor

Email: michael.mcdonald@kc.frb.org

Customer Service Center

Office: 1-877-973-8982 

DSN: 312-955-3555

Email: eagle@frb.org ; ezpay@frb.org

Hours of Operations Mon–Fri 0000 - 1800 CT

• PNC Bank, National Association

John Bendana

Vice President

Senior Product Manager 

Treasury Management | Federal Services

Email: john.bendana@pnc.com

Michael Bolin

Senior Vice President

TMO/Relationship Manager 

Treasury Management | Federal Services

Email: michael.bolin@pnc.com

• US Military Service Program Management

Air Force

Michael Windsor

Air Force Banking Manager

SVC-EagleCash/EZpay Program Manager

Email: michael.windsor.2@us.af.mil

Army

Tony Taylor | Chad Samsel

EagleCash Program Manager 

U.S. Army Financial Management Command

Email: Charles.a.taylor40.civ@army.mil

chad.f.samsel.civ@army.mil

Navy

Beth Pollock - Navy Cash/DDS PM

Email: Beth.a.pollock.civ@us.navy.mil

Michael Harants, Navy Cash Deputy PM

Email: michael.j.harants.civ@us.navy.mil

Marines

Scott A. Billman

Supervisor, Financial Management

Stored Value Card (SVC) Program Manager

Email: scott.billman@usmc.mil
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C. Implementation Environments

All four branches of the U.S. military have EZpay locations stateside and EagleCash systems in operation 

around the globe. 

1. CONUS

There are 9 EZpay installations (1 Navy, 2 Marine Corps, 2 Air Force, and 4 ARMY), and 40 

EagleCash installations stateside at card issuance sites. Most stateside installations are at basic 

military training locations. 

2. OCONUS

The Stored Value Card program has EagleCash acceptance sites at locations in more than 20 countries. 

3. At Sea (LCS Ships)

EagleCash implementation is a smaller equipment footprint due to limited space aboard the Littoral 

Combat Ship (LCS) class of U.S. Navy. The list of equipment includes two laptops, four POS devices, 

and two mobile kiosks. This implementation allows for the transaction of meal purchases without the 

exchange of cash aboard ships. 

D. Program Events and Activities

1. eCommerce Training

This training provides new Finance Officers (FOs), Deputy Disbursing Officer (DDO), Information 

Management Officers (IMOs), and Cashiers with the information and resources necessary to 

successfully operation an EagleCash system when deployed. There are three methods of eCommerce 

training depending upon scheduling availability and military service. The Federal Reserve Bank offers 

an on-site week-long training agenda. The Army offers pre-deployment training for new Finance 

Officers, and there are also a variety of online videos available on the portal. 

2. EagleCash Wellness Calls/Visits 

Wellness calls and visits are a joint effort among military Service Program management, Fiscal Service, 

and Federal Reserve Bank staff to ensure the systems installed at military installations and 

vendor/merchant locations are running smoothly and to follow-up on operations to ensure all sites have 

the necessary equipment and support needed. The goal is to accomplish these calls on a monthly basis 

as time/schedules allow.
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Topics discussed with Finance Officers during recurring EagleCash wellness calls include:

• Card counts, missing FS Form 2887s, missing issuance and Transaction Report (TR) files 

• Equipment issues (kiosk, laptop, POS) 

• Vouchers, Incident Reports, Automated Clearing House (ACH) Kiosk Returns 

• Hotlist and other topics as required 

3. Monthly EZpay Call

This meeting is hosted virtually by Fiscal Service as a wellness call to check in with military 

stakeholders to find out how operations are running, relay information, and coordinate schedules for 

program updates and on-site visits. Military Program Managers, the Federal Reserve, and EZpay base 

Finance Officers are invited.

4. Change Control Board (CCB) 

For general awareness, this is a quarterly meeting conducted in-person when possible and virtually 

otherwise. It is attended by military service Program Managers. The responsibilities of the CCB 

membership includes: 

a. Approve the CCB’s charter. 

b. Solicit input from deployed users or CONUS support organizations. 

c. Propose SVC software (SW)/hardware (HW) functionality based on business requirements 

and changing technology methods/implementations. 

d. Review and evaluate all SW/HW change proposals. 

e. Approve/reject proposed SW/HW changes. 

f. Approve or recommends scope changes. 

g. Prioritize approved changes.

Approved changes will proceed through the new work intake and prioritization activities internal to the 

Federal Reserve Bank’s Scaled Agile Framework (SAFe) for software development. SAFe processes 

allow the developers to work through an actively groomed backlog of prioritized features. 
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E. Stored Value Card Program’s Product Lifecycle

1. FRBKC Product Agile Development 

The Federal Reserve Bank of Kansas City software development team is responsible for building, 

testing, and maintaining the Stored Value Card-unique software baseline developed for commercially 

available hardware products that work with the cards, and the merchants, and banking systems 

connected to them.

FRBKC has shifted to the Scaled Agile Framework to develop working software for our customers. 

Work created by feedback from customers about deployed devices/software is managed as a production 

support request for true break-fix issues. Enhancements and new features/capabilities requested are 

prioritized and added to an actively worked backlog.

Product Owners for the Stored Value Card line of products may reach out to you for input and 

clarification of any requests submitted. Requests for changes to existing device software/apps and 

processing are discussed during bi-weekly CCB Status Call meetings.

2. Card Processing Station (CPS) Software and Device Firmware Updates

There are three ways a CPS laptop can be updated. Technical support is available if needed by calling 

the Customer Service Center:
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a. For unique environments, an equipment swap may be necessary. 

b. A file may be placed on the SVC portal for download and install according to instructions made 

available.

c. For Navy account’s LAN-connected devices, the local IT/Comms is responsible for any 

software updates/patches that may be automatically pushed to the devices.

3. New Equipment & Software Enhancement Pilots

Locations may be volunteered by their Military Service Program Manager to participate in new product 

pilots to ensure the products delivered yield the results/performance expected. During these pilots, 

SVC staff will host frequent stand-ups, hosted virtually to demo new features/fixes, and to gain 

valuable feedback from participants. 

4. Production Releases and Deployments

FRBKC works closely with military service Program Managers, the Bureau of Fiscal Service, and the 

military customers to ensure that planning of software and equipment releases and deployment are 

coordinated and scheduled to ensure the smoothest possible implementation of new or changing SVC 

systems.

F. Program Stakeholder Roles and Responsibilities

U.S. TREASURY, FISCAL SERVICE

a. Represent U.S. Department of the Treasury.

b. Fund back-office processes.

c. Provide guidance for FRBKC administrative/customer service processes. 

d. Update operating policies and procedures. 

e. Present briefings to the major participants in the program. 

f. Oversee Memoranda of Understanding (MOU) with program participants. 

g. Authorize the development of enhancements. 

h. Prepare projected and actual budget reports. 

i. Maintain the funds pool. 

j. Provide monthly residual value reports. 

k. Provide funds settlement and clearing processes. 

l. Deployment assistance for USAFMCOM, SAF/FMP, Resources Fiscal Finance, Kansas 

City/Indianapolis (RFF-KCI), and NAVSUP. 

m. Demonstrate equipment and procedures to soldiers prior to deployment. 

n. Authorize hardware purchases. 

o. Maintain the EagleCash and EZpay web sites (https://fiscal.treasury.gov/eaglecash/ 

https://fiscal.treasury.gov/ezpay).
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FEDERAL RESERVE BANK OF KANSAS CITY

a. Set high-level program policy and provides headquarters support.

b. Coordinate project details and provide development updates with all agencies and 

commands. 

c. Coordinate funding of the program with the U.S. Department of the Treasury and military 

departments’ budget offices.

d. Assist the U.S. Department of the Treasury in the deployment of EagleCash and EZpay. 

e. Assist the Finance Units at contingency operation locations with EagleCash when required 

in Continental U.S. (CONUS) and OCONUS. Assist Finance Units stateside with EZpay. 

f. Coordinate pilots of system design and device changes; track success of all SW/HW 

releases and provide reports to stakeholders through User Acceptance Testing (UAT), 

Pilot, and Deployment stages. 

g. Provide recurring meeting and training facilitation. 

h. Manage files and forms, and maintain folders in the SVC Portal 

https://svcportal.fiscal.treasury.gov/

.

U.S. MILITARY SERVICE PROGRAM MANAGERS

a. Set high-level program policy and provides headquarters support.

b. Coordinate project details with all agencies and commands 

c. Coordinate funding of the program with the U.S. Department of the Treasury and the AF 

Central Command. 

d. Assist the U.S. Department of the Treasury in the deployment of EagleCash. 

e. Assist the Finance Units at all locations with EagleCash and disbursing training. 

f. Coordinate funding of the Stored Value Card programs with the U.S. Department of the 

Treasury and the Army Budget Office. 

g. Oversee reciprocal acceptance of EagleCash and EZpay into the computing enclaves 

globally. 

h. Assist FRBKC with UAT and pilot efforts.

U.S. ARMY FINANCIAL MANAGEMENT COMMAND (USAFMCOM)

a. Act as ASA (FM&C) Field Representative.

b. Fund hardware and deployment costs. 

c. Coordinate project details with all agencies and commands (e.g., U.S. Department of the 

Treasury, Defense Finance and Accounting Service [DFAS], AAFES, Finance Units, and 

Army Post Offices, etc.) as required on behalf of the ASA (FM&C). 

d. Assist the U.S. Department of the Treasury in the deployment of EagleCash and EZpay. 

e. Assist FRBKC with UAT and pilot efforts.
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FIELD MILITARY SERVICE FINANCE/DISBURSING OFFICES

a. Support deployments.

b. Create laptop administrator and CPS user accounts; manage accounts and access rights.

c. Issue cards in accordance with the Card Issuance Policy.

d. Accept cards in accordance with the EagleCash Card Acceptance Policy.

e. Load and unload value.

f. Maintain card stock.

g. Transmit EagleCash files.

h. Serve as POC for EagleCash kiosks on base.

i. Submit Incident Reports.

j. Ensure personnel changes are reported using FRBKC Form 417.

k. Report all device issues/errors to FRBKC Customer Service Center.

l. Assist FRBKC with UAT and pilot efforts.

Defense Finance and Accounting Service (DFAS)

a. Provide support related to disbursing policies and procedures.

b. Assist FRBKC with UAT and pilot efforts.

Military Postal Service Agency (MPSA)

a. Set high-level postal program policy.

b. Coordinate project details with Department of Defense (DoD) Post Offices.

c. Assist U.S. Department of the Treasury and all Military Departments with deployment.

d. Assist with pre-deployment shipping and transportation.

e. Assist FRBKC with UAT and pilot efforts.

Merchants (AAFES, NEX, Military Post Offices)

a. Accept the EagleCash and EZpay cards at all (land-based) stores in accordance with the 

EagleCash and EZpay Acceptance Policy.

b. Sponsor acceptance of EagleCash at all OCONUS concessions or merchants.

c. Assist in EagleCash deployments.

d. Create laptop administrator/CPS user accounts; manage accounts/access rights.

e. Transmit EagleCash settlement files daily.

f. Maintain current hotlist on POS terminals.

g. Provide marketing strategy input and support.

h. Provide policy to store managers on the use of EagleCash.

i. Assist FRBKC with UAT and pilot efforts.
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G. Operations

Day-to-day EagleCash and EZpay operations are conducted using EagleCash and EZpay 

systems and devices operated by trained Finance Office Staff and merchants who are 

supported by the Stored Value Card Customer Service Center. This SOP and device user 

guides (available in the SVC Portal) help Finance Officers and Merchants facilitate 

transactions and settle daily business. Authorized contacts have access to technical 

assistance with EagleCash and EZpay system maintenance, device support, and IT 

communications/processing issues when needed. 

For additional information regarding EagleCash, EZpay or any of the topics covered in this 

SOP, contact your Agency Point of Contact (POC) or: 

Stored Value Card - Customer Service Center (CSC)

Hours of Operation: Monday to Friday, 0100 – 1900 ET

Email: eagle@frb.org; ezpay@frb.org 

DSN OCONUS: (312) 955-3555

U.S. Toll Free: 1-877-973-8982

Websites: https://fiscal.treasury.gov/eaglecash

https://fiscal.treasury.gov/ezpay 

https://svcportal.fiscal.treasury.gov/

Mailing Address: Federal Reserve Bank of Kansas 

Cityc/o Stored Value Card

2201 Farnam 

Omaha, NE 68102
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Section 2 – Finance/Disbursing Officer Procedures

A. EagleCash and EZpay Implementation/System Setup

1. Training & Documentation

FRBKC-provided training materials are available on the SVC Portal. This includes the SOP, user 

guides, quick reference guides, bulletins, and other policy documents and program bulletins. 

2. Deployment, installation, and configuration of EagleCash and EZpay assets

a. A system implementation includes the following: 

• All equipment, hardware, and support required to issue cards, process transactions, and 

transfer files for settlement. 

• All required card stock branded, primed, and ready for issuance. 

• Merchant POS terminals with smart card read capability and with custom developed 

software application tailored to the program’s features and functionality. 

• On-site training of all program participants involved in card issuance and acceptance. 

This on-site training includes the Finance/Disbursing Officers, Post Office, and AAFES

employees. Training of AAFES concessions and other program users, such as Dining 

Facilities (DFAC) and MWR sites, is also provided. 

• Ongoing operational and customer support from the Customer Service Center (CSC) 

under the direction of the program operations support manager, FRBKC. 

• Documentation for all program elements, including terminal operation, kiosk operation 

(for EagleCash only), card issuance, merchant acceptance, and day-to-day program 

management and troubleshooting. 

• Marketing materials that educate participants, create awareness, and promote the 

program availability, benefits, and enrollment procedures. 

b. The Card Processing Station (CPS Laptop): CPS is a software application installed on the 

laptop and is located in an EagleCash or EZpay folder on the Desktop. This application has an 

SVC Admin Tool that is for use by Administrators only with the duty title of DDO/DA/PA or 

COPE. This SVC Admin Tool allows administrators to create, update, and delete user accounts. 

Individual accounts are created with pre-defined roles for the different functions required to 

perform operations. Examples: Cashier, Exchange, Post Office, MWR, NAF, etc. 
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CPS provides the following capabilities for the DDO/DA: 

• Card Enrollment and Issuance (FS Form 2887) 

• Cashless Kiosk Program (ACH) 

• Revalue

• Update EagleCash Card Info

• Generate reports 

• Collection transactions from POS, kiosks, and MOKI devices

• Import hotlist/warmlist and DevNames (warmlist reason) files

• Deliver transactions to FRB 

Be sure to consult the CPS User Guide for operating details for each of these listed capabilities. 

As of this publication, CPS laptops are not reimaged in the field, and EagleCash software 

cannot be installed in the field. Laptops are delivered pre-configured with all needed software 

installed.

c. Configuration Management: A configuration file contains the programming for a particular 

device and provides a unique ID for each device. FRB can email these files or upload them to 

the SVC Portal. Below are some key reasons for using configuration files: 

• Reloading a lost configuration 

• Updating information (merchant’s name, facility)

• Relocating a device in the field (Merchant IDs are tied to Device IDs). If a device is 

moved without contacting FRB prior to relocating, the wrong merchant will receive the 

funds from sales made on that device. 

NOTE: You must contact the FRB Customer Service Center and the Military Service Program 

Manager in order to approve the FS Form 410 prior to relocating a device! 

3. EagleCash Point of Contact (POC) Software Change Requests

If you have ideas or recommendations for enhancements or improvements to device operations, 

procedural changes, or other feedback regarding how the EagleCash software works, please send them

to your military Service Program Manager who can bring these to the appropriate forum for review, 

analysis, and possible inclusion into the backlog for prioritization and development. 

4. SVC Rules of Behavior

• Users must ensure that the Information Technology (IT) resources with which they have been 

entrusted are used properly, as directed by Fiscal Service and Local IT policies and standards, 

taking care that the laws, regulations, and policies governing the use of such resources are 

followed and the value of all information assets are preserved. Each user is responsible for all 

activities associated with their assigned User ID. 
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• Users must take positive steps to protect SVC equipment, software, and data from loss, theft, 

damage, and unauthorized use or disclosure. 

• Users must report improper or suspicious use of SVC equipment. 

• Users must follow proper logon/logoff procedures. 

• Users must not browse or search SVC data except in the performance of authorized duties. 

Ability to access data does not equate to authority to manipulate data. 

• Users must not install or use unauthorized software on SVC equipment. Do not use freeware, 

shareware, or public domain software on SVC computers without permission from Treasury. 

• Users must ensure that anyone seen using a SVC workstation in the area is authorized to do so. 

When leaving and active workstation unattended, users will log off or secure the workstation 

from unauthorized use. 

• Users must protect user IDs and passwords from improper disclosure. Passwords provide access 

to Bureau of Fiscal Service (U.S. Treasury) data and resources. Users are responsible for any 

access made under his/her user ID and password. 

• Users do not reveal passwords under any circumstances. Password disclosure is considered a 

security violation and is to be reported as such. If password is necessary for problem resolution, 

immediately select a new password once the problem has been resolved. Do not share password 

with anyone else or use another person’s password. 

B. IT Systems Accountability (Asset Management) 

1. Replacement Hardware and Supplies (FRBKC Form 411)

There is a separate FRBKC Form 411 for EagleCash and EZpay. These forms are used for requesting 

supplies and replacement equipment. Completed forms must be emailed to eagle@frb.org or 

ezpay@frb.org and include the following text in the subject line of the email: “Hardware and Supply 

Requests – (Base name – Type of Vendor)” 

2. New Hardware Requests (FRBKC Form 412)

For EagleCash, this form is used for requesting an increase (footprint expansion or new merchant) to 

your existing authorized equipment footprint. These requests are reviewed by the Service PM and the 

Treasury Department, Bureau of Fiscal Service before FRBKC is authorized to build, configure, and 

ship the requested items. New equipment requests must be emailed to eagle@frb.org and include the 

following text in the subject line of the email: “New Hardware Requests – (Base name – Type of 

Vendor).” There is no FRBKC Form 412 for the EZpay program. 
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Requests for devices must include: 

• Requestor’s Name

• Vendor/Merchant Name

• Mailing Address 

• Base Name

• Business Justification

3. Return Tracking Notifications

Customers needing a replacement device will receive a notification via email that the request has been 

confirmed and receive a separate notification upon build completion that the device has been shipped, 

along with a shipping vendor’s tracking number. 

Once a device that is in use has been identified for return/replacement, a Customer Service 

Representative will provide a return shipping label for the defective/excess device to place on the box 

with the returned item. Ensure these defective/excess devices are returned promptly to FRBKC. 

Devices being mailed back for replacement must be listed on the FRBKC Form 411 and include: 

• Base Name

• Merchant Name

• Facility/Postal Number

• Device ID & Serial Number

• Description of the Problem 

• Whether the Device has Transactions not Batched Out

• RTN Number provided by a Customer Service Representative

4. Inventory Tracking 

Each organization will ensure proper custody and accountability of Department of Treasury, Stored 

Value Card program equipment. The below listed forms are used to transfer hardware and supplies 

between organizations:

• DA Form 2062 (Army & Marines only) – Hand Receipts

• Acknowledgement of Receipt of Equipment - Shipping Notice Email Reply

• Transfer of Hardware/Supplies (FRBKC Form 410)

5. Kiosk and POS destruction in place procedures

These procedures are only applicable during life cycle replacement activities. To save on costs, field 

destruction of some equipment is allowed; however, it is critical that all personnel follow the specific 

guidance published in bulletins available on the SVC Portal. There are programmed cards inside the 

device that contain data which must be retrieved and returned to FRBKC. Process details are not 

included in this SOP due to the temporary nature of the need for the action due to equipment end of life 
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or other circumstances.

6. CPS and Device Administration/Configuration

In most circumstances, devices are provided to customers pre-configured based upon information 

collected at the time of the equipment request or replacement. In the event of a malfunction or power 

surge that triggers a configuration reset to factory defaults, please contact the Customer Service Center 

for support. 

FRBKC has posted user guides on the SVC Portal for all of the devices used within an EagleCash and 

EZpay system. If there is an issue with the configuration of EagleCash devices, please contact the 

Customer Service Center for assistance. 

In the event a device is moved from one merchant to another, a new configuration file must be obtained 

to update the device with the new merchant account data. A configuration file can be requested 

through the Customer Service Center.

7. System/Device Maintenance Activities

FRBKC has card reader cleaning kits that can be requested to ensure the readers are able to support 

operations without malfunction. Depending upon the implementation environment, some readers may 

need to be cleaned more frequently than others. Refer to bulletins and other user guide references to 

ensure devices are kept cleaned and maintained. The following key components should receive 

attention regularly: 

• Card Readers (Point of Sale, Laptop, Kiosk) 

• Laptop (Screen, Keyboard, Cable Management) 

• Kiosk (Screen, Printer, Cable Management)

• POS (Screen, Keypad, Print Roller) 

8. System/Device Operating Procedures

All devices are tested and validated as operational before being shipped. The appropriate version of 

software, device IDs, and merchant names are pre-programmed. Finance Officers, DDOs/DAs, and 

cashiers should contact the Customer Service Center if a device is not functioning properly after all 

local troubleshooting (power, battery, restarts) fails to achieve normal device operations. Key actions 

for finance officers to remember:

• Batch Point of Sale devices regularly to ensure proper settlement of accounts 

• Rotate backup devices into daily operations to ensure proper functioning and load of current 

hotlist/warmlist 

• Contact the CSC before moving a device from one merchant to another 
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C. Settlement and Accounting - End of Day Processing

Settlement and accounting is the process by which EagleCash and EZpay documentation is provided by the 

field to enable the FRBKC to process, reconcile, and post financial transactions to the applicable Merchant 

or Card Holder accounts. 

The SVC Portal is the central location for uploading files and forms by field units, and retrieval by FRB for 

processing. The key files used to facilitate settlement and accounting process are:

• Transaction Files (TR) – from batched devices, uploaded weekdays before 11:30 a.m. CT

o TR Files are generated by the CPS laptop

o TR files should not be renamed

o TR file formats support sorting and processing

• Vouchers Files – used to move funds to and from Finance Offices

o 215s move funds FROM Finance Office DSSN (decreases FO DSSN’s 

accountability)

o 5515s move funds TO Finance Office DSSN (increases the FO DSSN’s 

accountability)

o Used to reconcile cash payments

o Reconcile casual pay and checks made and received by the Finance Office

• Incident Reports – Lost, stolen, damaged, or expired cards (supports the hotlist)

• FS Form 2887s – New Card Holder Enrollments

** FO Responsibility** - On a daily basis, the FO should review the Unresolved/Unattached 

Voucher report and work with contacts at FRBKC to resolve in a timely manner. The Unresolved

ticket/vouchers indicates vouchers that are missing transactions, are overstated, and/or are missing 

refunds (incident reports). The Unattached section of the report indicates FRBKC has received 

transactions; however, did not receive the corresponding ticket/voucher.

1. Batching Out

Batching out is the process of collecting the transactions from a POS day’s business. The batch receipt 

must read “Successfully batched.” If you don’t see this, the funds were not transferred to the laptop 

and the batching process must be repeated. Hotlist files are updated at the time of batching to the 

version currently on the laptop. 

Be sure to rotate and batch out devices each week (if you have a spare devices) to update the hotlist on 

the POS and ensure that the device is functioning properly.
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2. Transaction File Processing

CPS laptops with internet connectivity can use the Globe option to directly upload files and forms to 

the FRBKC back office for processing. For timely EagleCash processing of stand-alone devices, batch

out devices DAILY and submit vouchers and associated TR files, then upload them to the SVC Portal. 

(EZpay POS devices batch directly to the back office via a phone line.) 

NOTE: Forms that are received after 11:30 a.m. CT will be processed on the next business day and 

remain in the SVC Portal until processing has been completed. FRBKC is closed for business on 

Federal holidays and weekends. 

3. Daily Reports

The Incident Report Log is a consolidated list of all incident reports uploaded into the portal by 

individual Finance Officers. There are separate reports for EagleCash and EZpay in the portal. The log 

has three tabs: 1) In Process; 2) Pending; and 3) Resolved. This is organized to help Finance Officers 

keep up-to-date on the status of these reported incidents. The current day’s report will always be the 

file available in the portal. The previous day’s reports are deleted. 

• In Process tab – Shows cards reported and in-work for 10 business days. The goal for 

processing cards on this tab is any money remaining on a card is returned to the cardholder. In 

the case of a card that has a negative balance, these cards are researched for debt collection.

• Pending – Shows pending some action due to no banking information on record, incorrect, or 

missing cardholder information, or the card is warmlisted (due to a negative balance or by 

association when a cardholder has more than one card). Cards showing on this tab remain until 

the research or work required is completed.

• Resolved tab – Shows cards listed on the report where the residual funds have successfully been 

returned to the cardholders. There may also be notes associated with cards that are “End of Life, 

e.g., the card can no longer be used. This tab also only retains the past 13 months’ of data.

For EZpay Negative Card Reports – Two reports are posted daily to the SVC Portal 

• Army, Air Force, Navy (social security numbers are stripped out of the reports) 

• Marines (social security numbers are stripped out of the reports) 

4. EC Missing or Incomplete FS Form 2887s

A report is published to the portal each Friday for each branch of the military, by base, showing cards 

issued that having a missing or incomplete 2887s. Using this report, Finance Offices can find a listing 

of any missing 2887s on tab 3 “Detail Missing Forms 7+ Days” by selecting their base from the base 

name dropdown. 

** FO Responsibility** - Each Friday, FOs should locate the missing FS Form 2887 forms, scan 

and post them to the portal: 
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D. Fraud & Suspicious Activities

In a final rule issued in 1999, the Secretary of the U.S. Treasury added Money Services Business (MSBs) to 

the non-bank financial institutions required to comply with the Bank Secrecy Act (BSA). As the U.S. 

Treasury is an issuer of Stored Value Cards (SVC) through its operation of two SVC programs, EagleCash 

and EZPay, the SVC program is designated a Money Services Business under 31 CFR 1010.100(ff). A 

Money Services Business under 31 CFR 1022.210 is required to maintain an Anti-Money Laundering 

(AML) Program and prevent the Money Services Business from being used to facilitate money laundering 

and terrorist financing. The Anti-Money Laundering program shall be tailored to the product/service risk, 

customer risk, and geographical risk of the Money Services Business. 

This guidance is provided to mitigate the risks to the EagleCash program. The Risk, Fraud, and Compliance 

(RFC) Group at FRBKC asks for the Finance Office and other responsible parties that administer the 

EagleCash program’s assistance, as well as responsible AAFES personnel and others responsible for 

managing the EagleCash program, to comply with all Federal Rules and Regulations, EagleCash program 

policies and procedures, and DoD regulations, to prevent the program from being utilized for illicit 

activities. All Finance Offices and other responsible parties that administer the EagleCash program should 

adopt the EagleCash program SOP and AML Compliance program recommended procedures. 

Information contained here will provide the local Finance Office with the information required to ensure 

AML Compliance Program that meets the regulatory requirements. The quality and effectiveness of the 

program depends on all administrators of the program’s commitment to it. The only opportunity to verify 

cardholder information and identify suspicious activity is at the point of issuance and/or point of sale. This 

can only be done with a knowledgeable, well-trained Finance Office staff. Your participation and 

compliance with the EagleCash AML program is critical.

FRBKC is required to:

a. Incorporate policies, procedures, and internal controls reasonably designed to assure compliance. 

b. Designate a person to assure day-to-day compliance with the program. 

c. Provide education and/or training of appropriate personnel concerning their responsibilities under 

the program, including training in the detection of suspicious transactions to the extent that the 

Money Services Business is required to report such transactions.
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d. Provide for independent review to monitor and maintain an adequate program. 

1. What is Money Laundering 

Money laundering is the attempt to conceal or disguise the nature, location, source, ownership, or 

control of illegally obtained money. Money laundering is illegal and can involve any type of money, 

including money orders, money transfers, and other financial transactions. 

Three Stages of Money Laundering 

1. Placement: The introduction of illegally obtained money into the financial system. 

2. Layering: The conversion of the illegally obtained money into another form, making it 

difficult to trace the money back to the original source. 

3. Integration: The placement of laundered proceeds back into the economy. 

MONEY LAUNDERING EXAMPLES 

Example 1: A group of soldiers at Bagram, a military base located in Afghanistan, 

participate in an illegal gambling ring and have won some money. At the end of their 

deployment they do not want to travel with the cash proceeds, so they go to the local Finance 

Office conduct a Credit (i.e. Load) transaction to their EagleCash card. Once the funds are 

on the EagleCash card, the soldier walks over to an EagleCash Kiosk and ACH Unloads the 

funds back to his/her U.S. bank account. This soldier repeats this for several weeks. In order 

to avoid the reporting and recordkeeping requirements, the soldier only conducts Credit 

transactions of $350.00 per day, the daily load limit of the EagleCash card. In total, the 

soldier sent over $7,000.00 in illicit proceeds back to his/her U.S. bank account. 

Example 2: Two government contractors (Contractors A & B) conspire and participate in a 

fuel skimming scheme by selling fuel to a 3rd country national for $40,000.00. On Monday, 

Contractor A brings $9,000.00 into the Finance Office and perform a Credit (i.e. Load) 

transaction to their EagleCash. On Tuesday, Contractor B brings $9,000.00 into the Finance 

Office and performs a Credit (i.e. Load transaction to their EagleCash card). Contractor A 

and B continue to alternate which day they go to the Finance Office to perform the Credit 

Loads until all $40,000.00 has been loaded onto the two cards. They then ACH Unload the 

funds at the EagleCash Kiosk back to their U.S. bank account; therefore laundering the 

money and integrating it back into the U.S. economy. 

2. Compliance Standards

The United States Department of the Treasury, who administer the EagleCash program, expects all 

Finance Office Personnel who administer the EagleCash program to monitor the following compliance 

standards designed to detect and prevent money laundering and terrorist financing activities. This SOP 

portion outlines your responsibilities in regards to AML/BSA. Failure to adhere to these guidelines 

presents a risk to the EagleCash program and more importantly combatant command initiatives and 

goals, and may also violate Federal laws. 
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• Always conduct business in accordance with the highest ethical standards. 

• Ensure that you obtain and enter accurate information into the EagleCash application. 

• Ensure that you confirm that the customers are who they say they are. 

• Do NOT assist in structuring. 

• Do NOT assist in Money Laundering. 

• Report any suspicious activity to FRBKC, specifically the Customer Service Center 

(CSC), your Command structure, and report to the local authorities immediately if the 

activity could involve criminal behavior.

PROHIBITED CONDUCT: There are certain behaviors which the Finance Office should not 

engage in, such as: 

• Structuring - the Finance Office should not assist with or engage in structuring 

EagleCash transactions. 

• Custom Roles - The Finance Office should not create and/or assign a custom role to 

Finance Office personnel without a valid reason and approval from Finance Office 

command and Branch Program Manager with notification to U.S. Treasury and FRBKC. 

• Failing to Change Daily Download Limit Increases - Once the Finance Office increases 

the DDL for an EagleCash cardholder, the Finance Office must immediately change the 

DDL back to $350. 

• Failure to Maintain Separation of duties - During the card issuance procedure, Finance 

Office personnel cannot issue themselves their own card. 

3. Customer Service Identification Procedures (CIP)/ Know Your Customer (KYC) 

The cornerstone of a strong BSA/AML program is the adoption and implementation of comprehensive 

CIP/KYC policies, procedures and processes for all customers, particularly those that present a higher 

risk for money laundering and terrorist financing. 

As the EagleCash program provides a Stored Value Card, the program is required to verify the identity 

of a person who obtains an EagleCash card and obtain identifying information concerning such a 

person, including name, date of birth, address, and identification number. This is completed during 

the card issuance process as the applicant fills out the FS Form 2887. 

Identifying the individual to whom the card is issued to is extremely important in reducing the risk of 

fraud at account opening. The Common Access Card (CAC) should be used to verify identify at 

account opening. If the individual does not have a CAC please refer to the other identity verification 

methods below. If the identity of the individual cannot be verified, the Finance Office personnel 

should notify the DDO/DA and the SVC program manager. 

4. Suspicious Activity

EagleCash suspicious activity is defined as reported or detected unauthorized activity involving an 

EagleCash card and/or other EagleCash equipment. 
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Detected unauthorized activity includes patterns indicating misuse of the EagleCash card to transport 

funds derived from commercial or illegal activities, as well as misuse of program equipment in an 

attempt to hide fraudulent or illegal activities. 

A suspicious transaction is one of more transactions: 

• That involve funds derived from illicit activity and is intended or conducted in order to hide 

or disguise the illicit funds; or 

• Designed to evade the BSA requirements, whether through structuring or other means; or 

• Appeared to serve no business or apparent lawful purpose. 

Many factors are involved in determining whether transactions are suspicious, including the amount, 

location of the transaction, where the transactions are being sent to, where the transactions are received 

from, source of funds (as well as AML concerns that may exist between the Finance Office location 

and the send/receive location), and/or comments made by the cardholder and the cardholder’s 

behavior. 

Examples of what the Finance Office should be looking for: 

• A Credit Load transaction over the AML reporting threshold of $400.00 in deployed 

environments, where the source of funds is unknown 

• Multiple transactions that are structured to avoid the reporting requirement 

• A cardholder asks Finance / Disbursing Officer how to avoid a reporting requirement 

• A cardholder threatens or bribes a Finance Officer to avoid providing information or having a 

report filed

• A cardholder uses an apparently fake identification or more than one cardholder tries to use 

the same identification

• A cardholder refuses to proceed with a transaction when asked for identification 

• A cardholder refuses to provide all of the information required or seems excessively nervous 

or anxious 

• Transactions are associated with illicit or suspicious funding sources 

• A cardholder (or group of cardholders working together) sends or receives money transfers in 

amounts just below the recordkeeping thresholds or to avoid reporting. This would include 

anytime a transaction requires the cardholder to present identification 

• A cardholder conducts transactions that are unusually large based on their past history, 

employment, rank, or level of income 

• A cardholder comes into the Finance Office frequently with similar amounts of local 

currency and exchanges it for U.S. currency or deposits into their EagleCash account. 

• A cardholder uses multiple EagleCash cards to structure their transactions into smaller 

denominations to avoid the reportable threshold 

• A cardholder comes into the Finance Office and conducts a transaction that is out of pattern 

for their usual transaction activity 
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5. Structuring 

Structuring is the act of breaking up a potential large transaction into several smaller transactions. It is 

illegal for an EagleCash cardholder to structure transactions to avoid the reporting requirements. 

Structuring is not only limited to multiple transactions on the same day, it also includes those 

conducted over more than one day if done to evade the reporting requirements. 

Any load over the $400 threshold requires a source of funds memorandum. Anti-Money Laundering 

(AML) mitigation process implementation. Any Stored Value Card (EagleCash) cash to card credit 

transaction exceeding $400 within Finance Disbursing Operations requires supporting documentation. 

Finance Officers should upload documentation, in Memorandum format or other format as may be 

suitable, substantiating the source of such funds and purpose of the transaction to the SVC Portal.

NOTE: It is illegal for Finance Office personnel or a cardholder to assist anyone in 

structuring transactions. For example, Finance Office personnel may not tell or even imply to 

a cardholder that they can avoid reporting requirements by conducting smaller transactions. 

Finance Office personnel also may not notify the cardholder that their transaction is 

suspicious and that the Finance Office personnel is contacting FRBKC. Any suspicious 

activity detected by the Finance Office must bem kept confidential and referred to FRBKC. 

6. Additional Suspicious Activity Monitoring Efforts 

a. High Risk List: On a quarterly basis, the RFC Group monitors cardholders who are deemed 

“High Risk.” These cardholders include, but are not limited to, cardholders with more than 

four EagleCash cards, cardholders issued a card under an invalid SSN, and ad-hoc cases the 

RFC Group classifies as high risk. 

b. Invalid SSN Monitoring: On a quarterly basis, the RFC Group asks Treasury Application 

Services to run a report on EagleCash card users with invalid SSNs. This is to ensure that all 

cards without a valid SSN are not ACH enrolled and to make sure Organization Cards are 

issued under the responsible party’s name and information. 

c. Large Returns: Bi-weekly, the RFC Group monitors large ACH Returns to ensure that the 

individual is aware of the return and its implications and ensure they are not engaging in illicit 

behavior. 

7. When Do I Contact the Customer Service Centerv (CSC)? 

a. Suspicious Activity: If you become aware of potential suspicious activity or need additional 

information, contact CSC. 

b. Investigator Requests: If you are asked for EagleCash records from an investigator, contact 

CSC as all record requests need to go through the SVC Program Manager. Refer the requestor 

to the Privacy Letter template in the Appendix, Section 5, for requesting access to records. 
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c. CSC is available at: 

EagleCash Program Customer Service Center 

Federal Reserve Bank of Kansas City

Office: 1-877-973-9882 

Email: eagle@frb.org or ezpay@frb.org

8. When Do I Contact Local Authorities? 

a. Theft or Larceny: If you become aware of potential theft or larceny, contact local authorities 

immediately. This includes theft of EagleCash cards or EagleCash equipment. 

b. Criminal Activity: If criminal activity or what you suspect to be criminal activity is reported to 

the Finance Office, contact local authorities immediately. 

9. What Does the Risk, Fraud Compliance Group Do? 

a. Monitor and Detect Suspicious Activity: The RFC Group runs weekly, monthly, and quarterly 

reports to monitor and identify suspicious activity. This includes monitoring the source of 

funds of a transaction, if a transaction is out of pattern for a cardholder or typical EagleCash 

program user, and if an EagleCash card is being used not for the purpose intended. 

b. File Suspicious Activity Reports (SARs) and Currency Transaction Reports (CTRs): The RFC 

Group monitors all transactions to determine if a SAR is needed. Under Financial Crimes 

Enforment Network (FinCEN) guidelines and Federal rules and regulations, a SAR must be 

filed when an EagleCash transaction is both (1) Suspicious, and (2) $2,000.00 or more within 

30 days from the date of the initial detection of suspicious activity. 

To be in compliance with the FinCEN guidelines and Federal rules and regulations, EagleCash 

must file a CTR for each transaction in currency (Credit Load or Debit) of more than 

$10,000.00 in one business day. Multiple transactions in one day must be aggregated to 

determine whether a CTR is filed or not. Within 15 days of the day following the day of the 

reportable transaction, the Risk Fraud and Compliance Group will file a CTR. 

c. Process Record Requests for EagleCash Investigators (on behalf of U.S. Treasury): On a 

routine basis, U.S. Treasury receives requests from investigatorsr. These requests are 

forwarded to the RFC Group for completion. Most of these requests pertain to providing 

EagleCash transaction detail reports and other identifying information on a specific cardholder 

or group of cardholders. 

NOTE: If someone comes into the Finance Office and asks for records, please refer them to 

Customer Service Center, as all records requests must go through CSC and the EagleCash 

program manager. 

d. Identify Ongoing Trends through Data Analytics: Identifying trends and placing mitigating 

controls in place is important in protecting EagleCash cardholders. Throughout the year, the 
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RFC Group performs data analysis on SAR volume, trends in suspicious activity, and trends in 

record requests. The RFC Group also analyzes data to identify risks to the program and 

implements changes based on the analysis.

e. Program Awareness and Education: The RFC Group works on EagleCash program awareness 

and education throughout the year. This includes sending bulletins to the Finance Office via the 

Portal, providing information on AML initiatives, and reaching out to individual Finance 

Offices.

10. Data Protection

In addition to meeting your recordkeeping requirements, you should also protect your cardholder data. 

Protecting cardholder data includes: 

• Use Privacy Act coversheets when hard copy documentation is not in a file cabinet

• Properly destroying forms or notes with cardholder Personally Identifiable Information 

(PII) and/or transaction information 

• Locking cardholder records in a secure location. This can include forms, copies of 

identification, government reports, and EagleCash transaction reports 

• Locking and securing lost or cancelled EagleCash cards 

11. Best Practices for Finance Offices

a. Ensure timely updates to authorized account contacts by providing FRBKC Form 417s on a 

regular basis. 

b. Monitor creation of users and assignment roles. 

c. Review EagleCash CPS Admin Tool Reports & Activity Logs to ensure no custom roles are 

being assigned to finance office personnel that should not have a custom role. 

d. Limit physical access to cards and equipment. 

e. Ensure all lost cards are turned into the DDO/DA and an incident report is filed with FRBKC. 

f. Ensure if a cardholder discovers suspicious activity on their card, they should contact CSC to 

provide a transaction detail report, report the cardholder is requesting a card cancellation, and 

file a report to the local Military Police. 

g. If the Finance Office receives an investigative request, contact CSC, as all investigative 

requests should go through the Bureau of Fiscal Service. 

h. Ensure back up equipment is stored in a secure location and batched out every 30 days. 
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i. Review and maintain equipment and card inventories. 

j. Review and respond to missing kiosk and laptop file requests. 

k. Review EagleCash ACH Returns Log daily. 

l. Review the missing 2887s report on the Portal and ensure all missing 2887s are located and 

uploaded to the portal. 

12. Policies and Procedures Governing AML Compliance 

• DOD FMR Volume 5, Chapters 4, 10, 11 

 

• Treasury Financial Manual, Chapter 9000 

** Note: If there is any discrepancy between what is included in this EagleCash Standard Operating 

Procedures and a DoD Policy and/or Procedure, the DoD Policy and/or Procedure is the higher 

authority and should be followed. 

E. Finance Officer Appointment - Turnover

1. Training

During normal operations, new EagleCash and EZpay Finance Officers are offered eCommerce training 

virtually or on-site at the Federal Reserve Bank of Kansas City – Omaha Branch. Additionally, training 

materials are available on the SVC Portal. Training is provided to teams during initial installation of 

EagleCash and EZpay system by a joint team of Department of Treasury, Bureau of Fiscal Service, 

Federal Reserve Bank, and military service Program Management staff.

Local Finance Officer turnover should be completed following local military procedures (hand receipts, 

operations logs, etc.) during rotations when a new unit takes responsibility for a particular site. 

2. System Asset Accountability Transfer

Each military branch publishes procedures for asset/equipment custodian/property book transfers are to 

be followed. However, it is critical that all provisioned equipment provided during the 

EagleCash/EZpay installation process are accounted for and regularly reported to FRB for tracking 

purposes. 
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Section 3 – Card Management

A. EagleCash Account Enrollment 

1. Evaluating Eligibility

a. Prospective cardholder presents photo-ID and completed FS Form 2887 to Finance/Disbursing 

Office Cashier. 

b. Cashier compares government issued photo-ID to name printed on FS Form 2887. 

c. Cashier confirms eligibility of prospective cardholder to participate in the EagleCash program as 

follows: 

d. If the prospective cardholder is a member of the U.S. Military or a U.S. Government Civilian: 

i. The Finance Officer inserts the new cardholder’s CAC or new EagleCash card into 

EagleCash Card Processing Station and enters the prospective cardholder information 

contained on the FS Form 2887. 

ii. The prospective cardholder signs the back of card and hands the card back to the cashier. 

e. If prospective cardholder is NOT a member of the U.S. Military or a U.S. Government Civilian: 

i. Cashier checks the list of Contractors with approved Check Cashing Agreements on file 

with the Finance/Disbursing Office. 

ii. If an agreement is on file and current, cashier follows steps above and issues card (enter the 

name of the Contractor Firm in Block 11a on FS Form 2887). 

 

iii. If no agreement is on file or is expired, cashier informs prospective cardholder they are not 

eligible to participate in the kiosk portion of the EagleCash. 

f. In the rare case that a hard copy FS Form 2887s must be created, Finance Officers should ensure 

they are scanned and submitted to FRBKC for safeguarding. Where scanning is not available hard 

copy originals will be sent daily via government official mail. FRBKC secures and maintains the 

forms on file indefinitely. The Finance/Disbursing Office retains copies of completed FS Form 

2887s in the safe for at least 60 days to ensure that the forms have been successfully received by 

FRBKC, and then disposes of them according to policy for destruction of documents containing 

Personally Identifiable Information.

g. Finance/Disbursing Office transmits EagleCash card issuance files captured in the EagleCash 

Card Processing Station electronically to FRBKC at the close of each business day. 
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B. Card Issuance Policy

1. Overview

Prior to any card issuance, all Finance/Disbursing Office personnel must be trained on all aspects of the 

equipment, forms, and processes related to account creation and card issuance. The Finance/Disbursing 

Office issues all cards used in the EagleCash and EZpay programs. 

When an EagleCash card is first issued to any authorized military personnel, government official, or 

civilian contractor, the card has no value. EZpay cards are issued with pre-set values. After issuance, 

EagleCash cards can be loaded at a self-service kiosk or the Finance/Disbursing Office with funds 

drawn from a valid form of currency. EagleCash kiosks are free-standing cashless ATM-like devices 

carry the trademarked EagleCash signage for easy identification and are installed in key traffic areas 

such as Finance/Disbursing Offices, Army & Air Force Exchange Service (AAFES), Navy Exchange 

(NEX) stores, Post Office facilities, and the MWR centers at each theater where the EC program has 

been implemented. Cardholder kiosk activity requires entry of a Personal Identification Number (PIN) 

to gain access to the kiosk transaction menu. 

EagleCash cards should be issued to all deploying soldiers and Department of Defense 

(DoD)/Department of the Army civilians at a designated Soldier Readiness Processing (SRP)/Army

Military Pay Office (AMPO) located at a CONUS issuance site. If not, the EagleCash card must be 

obtained in the contingency area of operation. 

All cards are issued for 13 months, funds on the card will expire at the end of the issuance period. The 

issuance period can be extended at a CPS prior to the funds expiring. If the funds are allowed to pass 

the expiration date the card cannot be reactivated until 60 days have passed at which point the card can 

be re-issued. 

At card issuance, bank information is verified and collected, and a PIN is assigned at the chip 

level. This PIN must be entered by the cardholder at the time of purchase at a POS terminal.

The expiration date on the back of the EagleCash card is the date that the card is physically expired and 

can no longer be re-issued. If the EagleCash card is expired a new card can be immediately issued to 

replace it.

For Cards that expire with funds on them, within 21 days after expiry FRBKC generates an ACH credit 

to the cardholder’s bank account of record for the residual balance of the card. 
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Below is a graphic depicting the card issuance, loading value onto the card, and the value exchange from 

the card, through the merchants and linked bank accounts:

2. Card Issuance to an Individual

Upon request to open an account, the finance office requires the applying cardholder to fill out the CPS 

electronic version of the FS Form 2887. This form provides identifying details to better understand the 

customer the card is being issued to. The card holder is required to provide theirv (some of this 

information will pre-fill into the CPS online FS Form 2887 automatically from cardholder’s CAC): 

1. Full name, military branch, or organization/company name

2. Date of Birth

3. Social Security Number/ Tax-Payer Identification Number (SSN/TIN), DoD ID Number

4. Other ID number if non-U.S. citizen

4. Permanent residential address, personal email

Additionally if the individual is choosing to ACH Enroll their card, they must provide: 

1. Bank or Credit Union Name 

2. ABA Routing Number 

3. Account Number 

4. Account Name (Bank account must be in name of cardholder) 

5. Whether the account is Checking or Savings account
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3. Card Issuance to an Individual Without a SSN/TIN 

EagleCash cards issued to an individual that does not have a SSN/TIN are not allowed to be ACH 

Enrolled. The finance office should follow the “Card Issuance to an Individual,” section (a) above. 

As the individual does not have a SSN/TIN, in the SSN field please use “000” followed by the first six 

numbers of the identification used. Please refer to the “Additional Identification Acceptable for 

Individuals without valid Social Security Number for ACH UnEnrolled Cards” located above. Also, if 

the number of the identification used does not have 6 digits, precede the number with an additional “0.” 

4. Card Issuance to a Dependent and/or Spouse

Currently there is no policy on the issuance of cards to a dependent and/or spouse. 

It is recommended that if a card is issued to a dependent and/or spouse that the card is issued in the 

primary cardholder’s name, SSN, address, and date of birth with the dependent and/or spouse receiving 

a second card tied to the primary cardholder’s account. It is the primary cardholder’s choice to ACH 

Enroll the dependent and/or spouse card. If the card is ACH Enrolled the banking information must be 

the same as the primary cardholder. 

NOTE: In certain situations, a dependent cardholder may be under the age of 18 years old. It is the 

primary cardholder’s decision to ACH Enroll their dependent’s EagleCash card. The primary 

cardholder will be responsible for any illicit activity conducted on the dependent EagleCash card. 

5. Issuing More Than One Card to an Individual

Multiple cards for a single card holder are authorized for legitimate reasons, (i.e. dependents using the 

sponsor’s social security number (SSN)). Organization cards should be issued in the name of the 

Responsible Party; the Responsible Party may have multiple EagleCash cards issued. 

While multiple cards are allowed, they are deemed risky by the RFC Group, as the potential for 

structuring and for a larger loss to Treasury is increased when a cardholder has multiple EagleCash 

cards. 

NOTE: Each individual is permitted a DDL of $350, meaning the sum of all personal EagleCash 

cards, tied to the same bank account, issued to an individual needs to be $350. (Eg.,. Card #1 DDL 

is $150; Card #2 DDL is $200.) 
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6. Card Issuance for an Organization

Upon account opening for an Organization card, the finance office will require the Organization card to 

be issued in the name of the responsible party (i.e. Treasurer) and under the responsible party’s 

SSN/TIN. This will better help the RFC Group identify a person who is responsible for the card and its 

activity. The responsible party will be required to provide the same information as required for an 

individual card issuance with the addition of the “Organization Name” listed in Box 11a. 

If the Organization is a Military Sponsored Organization and wants to ACH Enroll their card, the 

Finance Office will require additional information to be provided, such as: 

a. A completed FS Form 2887 

b. Articles of Incorporation of the Organization/ Orders from their Command 

c. Proof of identification: TIN/SSN or copy of the authorized party’s personal identification card 

d. Proof of business banking account in the Organization’s name, with the responsible party listed 

as authorized user (unless instructed otherwise) 

e. A document stating the purpose of the Organization and anticipated transactions 

NOTE: Organization cards that are issued to military organizations should not be ACH Enrolled. 

7. Card Issuance to a Merchant (EagleCash Deposit Card): 

This issuance process is completed by FRBKC and requires vetting through FRBKC Legal. 

a. Description: A special type of EagleCash card, known as a Deposit Card, is issued by 

Finance/Disbursing Offices to Post Office Custodian of Postal Effects (COPE), AAFES PX/BX 

and NEX store managers, and non-AAFES vendors that have a valid U.S. bank account. The 

Deposit Card replaces the use of Cash Collection Vouchers (CCVs), and Treasury checks to 

convert cash from deposits to EagleCash. In this instance, Finance/Disbursing Office personnel 

will load value onto the card using cash funds brought in by Post Office, AAFES, NEX, or other 

merchants from their daily receipts. After issuance and funds loading, the Deposit Card 

owners—generally the Post Office COPE or AAFES store manager—goes to an EagleCash 

Kiosk and performs an unload of the full card balance, which results in a credit to the associated 

Postal/corporate bank account. 
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b. Deposit Cards must be issued to a merchant using the following conventions: 

• Organization = Merchant Name. Example: AAFES 

• Location = Location and Zone as applicable. Example: Liberty or Arifjan Z1 

• SSN = Primary four numbers of the facility code followed by 5 zeroes 

Example: Facility Code 1551 shows as SSN 155100000. 

c. At AAFES or NEX locations where cash deposits are likely to exceed $100,000, the 

Finance/Disbursing Office will issue multiple cards. When multiple cards are issued, the naming 

convention is: 

• Organization = Merchant Name. Example: AAFES 

• Location = Location and Zone, if applicable, followed by 1, 2, etc. to differentiate each 

card

Example: Two cards issued to AAFES at Camp Liberty would be issued as AAFES Liberty 1 

and AAFES Liberty 2. 

NOTE: The AAFES / NEX store manager or COPE must complete FS Form 2887. The 

Finance/Disbursing Office is responsible for ensuring accurate completion of this form. See 

Appendix A, Form 1a. FS Form 2887 Application for Department of Defense (DoD) Stored 

Value Card (SVC) Programs or 1b. Sample of a Completed FS Form 2887. 

8. ECAS Card Issuance: 

a. EagleCash Agent SVC Cards (ECAS) are used by various Military programs for a variety of 

reasons. One current use for ECAS cards is for Intelligence Contingency Funds (ICF) agents 

who are issued ECAS cards at the local Finance/Disbursing Office. The agent can load or 

unload electronic U.S. currency onto the card at self-service kiosks linked to a designated U.S. 

checking account. ECAS is re-loadable and can be used immediately anywhere on base where 

EagleCash is accepted. Using ECAS, agents can also conduct exchange transactions for cash at 

Finance/Disbursing Offices. Not all Military programs that issue ECAS cards allow the cards to 

be used at self-service kiosks. 

b. The ECAS program includes all software, hardware, training, processes, and support to 

implement and maintain the application. The Finance/Disbursing Office will issue ECAS and 

serve as an intermediate point of contact for customer service issues (cardholder questions, lost, 

damaged, stolen cards). To be issued an ECAS card, agents must complete the Authorization to 
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Fund EagleCash Agent Stored Value Card (ECAS) (FS Form 2888, Formerly SVC FORM 500). 

Only Class B agents can obtain this type of card. 

c. Cards are issued at the Finance Office in a similar fashion to an EagleCash card except that these 

cardholders fill out a FS Form 2888, FS Form 500 (Authorization to Fund EagleCash Agent 

Stored Value card) and obtain a signature from the Class B agent signature authority. The FS 

Form 2888 is scanned into the portal and FRBKC uploads to the 2887/2888 catalog. 

C. Card Acceptance Policy 

1. Cardholder presents EagleCash (EC) card and photo-ID to cashier at time of payment. 

2. Cashier compares name printed on EC card to name on photo-ID. 

a. If names match — cashier compares the photo-ID to the physical appearance of the purchaser. If 

there is a match, cashier completes the sale. 

b. For legacy card stock: If names do not match — cashier rejects the EagleCash card and requests 

an alternate form of payment. Cashier directs customer to the Finance/Disbursing Office. 

c. For legacy card stock: If there is no printed name or completed signature on the EagleCash Card 

— cashier rejects EagleCash card and requests alternate form of payment. Cashier directs customer 

to Finance/Disbursing to validate customer information on the chip and update back panel of the 

card. 

d. If there is a printed name but no signature on the EagleCash Card — cashier confirms purchaser 

is appropriate cardholder by checking government issued photo-ID and requests they sign the back 

of the card before accepting it as the form of payment. 

3. Cashiers direct any EagleCash cardholder customer service issues to the Finance/Disbursing Office. 

4. Compliance with the EagleCash Card Acceptance Policy and the EagleCash Hotlist Procedures 

indemnifies AAFES and MPSA from any liability associated with any EagleCash transactions that 

are subsequently deemed to be unauthorized by the cardholder. 

5. Non-compliance with the EagleCash Card Acceptance Policy and EagleCash Hotlist Procedures 

should be handled according to internal AAFES and MPSA policies that govern employee work 

rules and job performance. AAFES and MPSA are not indemnified from liability associated with 

EagleCash transactions that involve intentional violation of this policy or fraudulent activity and are 

subsequently deemed to be unauthorized by the cardholder. All such incidents will be evaluated on 

a case by case basis. 
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6. Types of Identification 

The Finance Office must make every reasonable effort in determining the identity of each EagleCash 

cardholder. If the applying cardholder is refusing to provide identifying information, the Finance 

Office should contact their DDO/DA and elevate to the RFC Group through the CSC. As a 

reminder, a CAC is the preferred method of identification. If a CAC is not available, refer to the list 

below of acceptable forms of identification. 

a. Identification Acceptable for Individuals/Organization Cards (should be issued in 

individual’s name) for ACH Enrolled and ACH UnEnrolled cards: 

• A valid Common Access Card (CAC) *Preferred 

• A valid Military ID 

• A valid state driver’s license 

• A valid state issued non-driver identification card 

• A State-issued ID 

• A valid US passport 

b. Additional Identification Acceptable for Individuals without valid Social Security Number 

for ACH Unenrolled Cards: 

• A valid foreign passport 

• A U.S.- issued alien registration card 

• A Resident Alien card 

• Base Identification Card 

• Employee Identification Card 

c. Unacceptable Identification: 

• Temporary or expired driver’s license 

• Club and association cards 

• Library card 

NOTE: If you encounter a form of identification not mentioned above, contact your 

Command to ensure it is a valid form of identification. 
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D. Card Ordering:

Card ordering begins with an email or phone call. FRBKC Customer Service has a card order template for 

collecting necessary data to facilitate the card order request: 

• Account/Location

• Shipping Address

• Current Card Inventory on Hand

• Quantity of Cards Requested

• Card Priority (Urgent/Standard)

The graphic below depicts the stages/flow of the card ordering process with swim lanes for the parties 

involved in requesting/fulfilling card order requests:
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The graphic below depicts the lifecycle of EagleCash and EZpay cards from issuance at a military training 

location, the transition to deployment and finally, expiration:

Current legacy card stock inventories should continue to be used/issued before using new card stock unless 

otherwise instructed. All card accepting devices are backwards compatible with legacy and new card stock.

** FO Responsibility** - The 1st of each month, the FO should complete an accurate card stock 

inventory and post the results to the SVC Portal using the template titled “Monthly Card Inventory Report 

Template.xls” Fill it out, rename the file using the following naming convention “Base 

Name_Inventory_Month_Year,” and upload it into your applicable service folder (i.e., Army, Air Force, 

Marines, Navy) at the following SVC portal directory folder:

E. Card Inventory & Control

The Finance/Disbursing Office plays a key role in the implementation and day-to-day management of the 

EagleCash program. The Finance/Disbursing Office is responsible for EagleCash card issuance, transaction 

processing, incident reporting of lost, damaged, and stolen cards, and oversight of all EagleCash kiosks on 

base. As the owner of card issuance, the Finance/Disbursing Office must train and educate personnel on the 

mechanics of card issuance, implement procedures to ensure safekeeping and audit of all card stock held on 

premise, and actively help promote the growth of the program on base.
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Additionally, all Finance/Disbursing Office personnel are to be trained on, understand, and follow the 

requirements of the EagleCash Card Issuance and EagleCash Card Acceptance procedures and the 

EagleCash Cash Back policy outlined in this section. All card stock within the EagleCash program is 

tracked and audited. Army, Air Force, Marines, and Navy Finance/Disbursing Offices maintain cards in 

inventory for issuance. Cards are stored in the manner of blank check stock in compliance with Volume 5, 

DoD FMR (Department of Defense Financial Management Regulation), and paragraph 0310 and are 

inventoried on a monthly basis. The Finance/Disbursing Office issues the cards and can load/unload funds 

to the chip on the cards if requested by cardholders and as permitted by policy. 

EagleCash cards are supplied to Finance/Disbursing Offices by FRBKC when authorized by Army, Air 

Force, Marines, or Navy. Cards are numbered with a card serial number and packaged in sealed sleeves. 

Initial inventory must be verified, and the inventory sheets attached to each sleeve must be signed. As 

EagleCash cards are allocated to Finance/Disbursing Office personnel for issuance to cardholders, a 

Statement of Agent Officers Account DD Form 1081 must be completed and referenced back to Subsidiary 

Accountability Record DD Form 2667. 

For legacy card stock, the cards must be kept and issued in numerical order. A monthly inventory of 

EagleCash card stock must be performed and relevant information entered onto DD Form 2667 or other 

approved form. This inventory information must be sent via email to the Customer Service Center (CSC) at 

eagle@frb.org. All cards must be counted and totals confirmed by email. Damaged, expired, or any cards 

held as a result of Incident Reports (IR) must be kept in a secure place. The CSC will provide direction on 

how damaged or expired cards are to be managed. 

 

The following are quick reference points for handling inventory of EagleCash cards. The 

Finance/Disbursing Office is responsible to do the following: 

• Check and verify the number of cards delivered 

• Sign receipt for cards received 

• Maintain card stock in sleeves by serial number 

• Issue cards by serial number 

• Perform monthly inventory or turnover to responsible person with full inventory and receipt 

• Send the monthly inventory or turnover report status to the CSC via email at eagle@frb.org

F. Card Usage – Load & Unload Funds

EZpay cards are pre-loaded using payroll advance for the cardholder with a fixed dollar value. 

EagleCash cards load or unload funds at a kiosk (bank to card, card to card, card to bank). Reference the 

device user guide for details on specific funds load and unload activities. 
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G. Negative Balances

• Cards with a negative balance will appear on the warmlist and researched for debt collection.

• If a cardholder has more than one card, all cards for that member are warmlisted by association. 

H. Incident Reporting (Lost, Stolen, or Damaged Cards)

When an EagleCash card is lost, damaged, or stolen, the cardholder should report the incident immediately 

via phone call to the EagleCash Customer Service Center (CSC) or at the local Finance/Disbursing Office. 

If the cardholder requires a new EagleCash card, they can be issued a new card at the Finance/Disbursing 

Office. The Finance/Disbursing Office will complete an Incident Report (IR), FRBKC Form SVC-414, and 

post the IR on the SVC Portal. 

The timely reporting of the lost/damaged/stolen card by the cardholder is essential. Cardholders should be 

made aware of this policy upon the issuance of a new card. The receipt of the phone call triggers several 

activities by the EagleCash CSC. First, the card information is added to the Hotlist file, which is updated on 

EagleCash laptops that transmit files to FRBKC via a LAN / Internet connection, or distributed via email or 

SVC Portal. At the end of the day, these files are manually uploaded to EagleCash devices. In addition to 

the call, an IR should also be completed at the Finance Office. FRBKC researches the IR, validates recent 

card transaction history, and the card balance. If the lost, damaged, or stolen card has a linked bank 

account, CSC then returns the residual balance to the cardholder’s bank account via ACH. If the lost, 

damaged, or stolen card is not linked to a bank account, CSC authorizes the Finance/Disbursing Office to 

return the residual value to the cardholder with cash or a newly issued EagleCash card.

A new card can be issued once the initial call to FRBKC has been made. The balance for the card reported 

during the call cannot be refunded or disbursed until CSC emails the phone request to the EagleCash 

Processing Group. The card will be Hotlisted on the same business day. FRBKC waits 4 business days 

prior to returning the balance of the card to the cardholder. 

The customer can add value to the new card by writing a check, receiving a (qualified) casual pay (partial 

payment), or at an EC kiosk, and can return to the Finance/Disbursing Office later for the refund. 

NOTE: FRBKC maintains and logs all IRs submitted. A copy of this report is located on the SVC 

Portal. The Finance/Disbursing Office is responsible for maintaining a copy of all IRs submitted for 

its own records. 

** FO Responsibility** - On a daily basis, the Finance Office should review the Active tab of the 

Incident Reports Logs.xlxs file located in the SVC Portal to monitor current Incident Report Form 

statuses. The FO should also monitor the Pending tab, which indicates all of the Incident Report forms that 

FRBKC is unable to process. 
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I. Hotlisted/Warmlisted Cards

Eagle Cash kiosks and Point of Sale Devices also receive the HotList and WarmList during the daily 

preprogrammed DSN/commercial telephone line file transfer process. In some instances, the 

HotList/WarmList is transferred to the kiosk via a dialup DSN line. However, should the DSN line be 

inoperative or unavailable, it is the responsibility of Finance/Disbursing Office or KMBO (Kiosks Managed 

by Others) personnel to update the kiosk daily with the latest HotList/WarmList using an authorized method 

based on local guidance (i.e. EC kiosk collection laptop). Additionally, when a kiosk is unable to use DSN, 

Finance/Disbursing Office personnel are responsible for collecting all transactions stored at the kiosk and 

ensuring that those transactions are uploaded into their respective folder on the SVC Portal. 

1. Hotlist: 

If a HotListed card is inserted into a kiosk or POS terminal that contains the most recent HotList, that 

card will become permanently disabled. 

Monday through Friday, FRBKC prepares and distributes four electronic files daily to the 

Finance/Disbursing Office, Post Office, AAFES, NEX and to EC kiosks (via Defense Switched Network 

(DSN)). All files are distributed via either LAN/Internet, email, and/or the SVC Portal. Each file plays 

a distinct and critical role in the management of the EagleCash program. 

These files are the HotList, WarmList (non-readable file), Warmlist Reason File, and the WarmList 

Excel file with the name Open ACH Return Log.xls. These files are explained in detail below: 

Hotlist File: This is a file of all EagleCash cards reported lost, damaged, or stolen once an IR is 

submitted, WarmListed (cards that are not eligible to be used in an EagleCash kiosk until they are 

resolved) or HotListed (permanently inoperable) across all theaters where EC is implemented. 

Finance/Disbursing Offices, Post Offices, and AAFES receive the daily HotList and download it to 

their respective EagleCash laptops, kiosks, and POS terminals. Cards on the HotList are disabled at 

POS terminals and kiosks. Cards reported lost, damaged, or stolen are added to the next regularly 

scheduled HotList following receipt of an IR. Once a card is on the HotList, it is not removed. A 

cardholder who has reported a card lost and subsequently finds it must be issued a new EagleCash 

card. The lost card is rendered inoperable once it is placed on the HotList. 

It is the responsibility of each program participant – Finance/Disbursing Office, Post Office, 

AAFES, and NEX – to ensure that the most recent HotList is loaded to all EagleCash laptops, POS 

terminals and kiosks in production (meaning installed and accepting transactions). Refer to the 

HotList/WarmList Procedures in the CPS User Guide. During the daily upload of transactions from 

POS terminals to the laptop, the HotList is automatically downloaded to the terminal. 

Collecting (Batching) Transactions from the POS Terminal: If a HotListed card is presented for 

payment, the transaction is not approved and the response HOT CARD is displayed at the terminal. 

Should that occur, an alternate form of payment should be requested and the cardholder should be 

instructed to see the local Finance/Disbursing Office. 
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2. Warmlist: 

All EagleCash kiosks receive a daily WarmList. This file contains EagleCash card numbers that for one 

reason or another are not eligible to be used in a kiosk until they are resolved. The most common 

reasons a card is WarmListed are that American Bankers Association (ABA) routing or bank account 

information was processed incorrectly during issuance, cards had transactions returned for insufficient 

funds, or closed bank accounts. While cards on the HotList are not accepted for purchases and are 

rendered permanently inoperable, cards on the WarmList are still accepted for purchase at POS 

terminals up to the balance remaining on the card, but are temporarily blocked by EagleCash kiosks for 

load and unload functions. Thus, additional value cannot be transferred to or from the card until the 

reason the card was WarmListed is resolved.

When a cardholder attempts to use a WarmListed card at the kiosk, the cardholder receives a SEE 

FINANCE OFFICE response. The EagleCash cardholder should go to the local Finance/Disbursing 

Office for resolution assistance. Unlike a card that is on the HotList, a card on the WarmList does not 

need to be re-issued. Once the reason causing the card to be on the WarmList is resolved, the card is 

removed from the WarmList making the card operable at the kiosk once again. Cardholders on the 

WarmList should not be issued new cards.

** FO Responsibility** - If a cardholder is having difficulty using their EagleCash card, the Finance 

Office should search the log to determine if the cardholder is warmlisted. If the cardholder is 

warmlisted, the cardholder should contact the FRBKC Customer Service Cetner. Please remember, 

warmlisted cardholders should not receive a new EagleCash card until their debt is resolved.

J. Refunds

There are no refunds with the EZpay program. All EagleCash refunds are subject to the $350 daily 

download limit. Cardholders should work with the vendors who sold items for any necessary refunds.

K. Closing Cardholder Accounts

Accounts will close upon card expiration unless extended. Approximately three weeks after expiration of a 

card, any funds remaining on the card will be returned to the linked bank account. If there is no linked bank 

account, the cardholder can cash out the value remaining on the card by visiting the Finance Office. Once 

funds are provided to the departing individual, the Finance Office will complete a incident report along with 

a DD Form 215 for reimbursement of the expended funds.

Cardholders departing the deployed theater should unload any remaining value on their cards at a kiosk 

before returning stateside. If departing cardholders do not have the opportunity to unload funds at a kiosk 

prior to departure from the theater and there are funds remaining on the card, contact the Customer Service 

Center and they will assist.
Last Revised: 6 October 2022 

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Section 4 – Appendix

A. Customer Support Resources 

1. Customer Service Center

Remember, to ensure devices are in proper working order, batch them out regularly whether they 

are used in daily operations or not (backups).

Device user guides and operational bulletins are posted on the SVC Portal for your reference. 

If you have any questions or issues with devices, contact the Customer Service Center. Call the 

EagleCash Customer Service Center (CSC) at DSN (312) 955-3555 or US Toll Free 1-877-973-

8982 Monday through Friday (except Federal Holidays) from 0000 to 1800 CT or email 

eagle@frb.org or ezpay@frb.org.

2. Case Management

Case Creation and Assignment:

• All phone calls and emails to FRBKC Omaha Branch Customer Service are logged as cases. 

• The customer service representative handling the case will request information from the caller 

to verify the individual is an authorized account contact or cardholder. 

• Depending upon the issue, most cases are resolved during first contact. In some cases, 

additional review/troubleshooting may be required and the case reassigned to another 

department for resolution.

Case Processing:

• Cases for all SVC Card programs are resolved after confirmation of resolution with the 

customer. 

• Cases are closed 30 days after being resolved. Information can be added after resolution, or the 

case can be reopened if the same issue for the same account/device persists. 

• If there is interaction with the customer via phone or email on an open/active case, these 

activities are captured in the case work log. If there is an open/existing case for an issue being 

worked, when customers call in, the case number is used to locate and update the case record.

3. SVC Portal

File Upload and Download: 

• Access Secure Restricted Reports 

• Access Forms Templates

• Upload files and forms (FS Form 2887s; AML Supporting Documents; Incident Reports; 

Vouchers (EagleCash only); Card Inventory; TR Files and Register Receipts) 
Last Revised: 6 October 2022 

© 2022 Federal Reserve Bank of Kansas City

Section 4 – Appendix

Page 46 of 49 Controlled Unclassified Information

4. User Guides & Quick Reference Guides

• EagleCash Refunds User Guide EC users guide.qxd (treasury.gov) 

https://www.fiscal.treasury.gov/files/eaglecash/ec-refund-guide.pdf 

• EagleCash Kiosk User Guide Kioskguide.qxd (treasury.gov)

https://www.fiscal.treasury.gov/files/eaglecash/kioskguide2.pdf 

• EZpay Users Guide and EZpay Smart Card Agreement

EZ foldernew.QXD (treasury.gov) 

https://www.fiscal.treasury.gov/files/ezpay/EZpay-user-guide-2014.pdf 

• EZpay Bluebird Point of Sale (POS) User Guide 1.3 Bluebird POS User Guide (treasury.gov)

https://www.fiscal.treasury.gov/files/ezpay/bluebird-pos3.0.0-user-guide-for-ezpayv1.3.pdf 

• EZpay Bluebird POS Quick Start Guide svc-bluebird-ct280-pointofsale-quick-start-guidefor-ezpay.pdf (treasury.gov) 

https://fiscal.treasury.gov/files/ezpay/svc-bluebird-ct280-pointofsale-quick-start-guide-forezpay.pdf 

• Performing a Sale on the EZpay Bluebird POS performing-a-sale-on-the-ezpay-bluebird.pdf 

(treasury.gov) 

https://www.fiscal.treasury.gov/files/ezpay/performing-a-sale-on-the-ezpay-bluebird.pdf 

B. References – List of Related Organizational Regulations/ Websites:

1. Department of Defense 

• Forms, Directives, Instructions (defense.gov) - https://www.defense.gov/Resources/FormsDirectives-Instructions/ 

2. Fiscal Service

• Stored Value Card (treasury.gov) – https://www.fiscal.treasury.gov/stored-value-card/

• EagleCash (treasury.gov) - https://www.fiscal.treasury.gov/eaglecash 

• EZpay (treasury.gov) – https://www.fiscal.treasury.gov/ezpay 

3. Federal Reserve Bank of Kansas City

• SVC Portal – https://svcportal.fiscal.treasury.gov/ 
Last Revised: 6 October 2022 

© 2022 Federal Reserve Bank of Kansas City

Section 4 – Appendix

Page 47 of 49 Controlled Unclassified Information

C. Forms

1. SVC Equipment-related Forms 

 These forms are located in the SVC Portal

• FRBKC Form 409 – HYP_File_Requestz_OCT-2019 

• FRBKC Form 410 – Transfer of Hardware/Supplies

• FRBKC Form 411 – EZ and EC_Replacement_Hardware_Supply_Request 

• FRBKC Form 412 – EC_New_Hardware_Request_OCT-2019 

• FRBKC Form 418 – Mobile_Kiosk_Password_Reset_HYP_File_Request_OCT-2019 

2. SVC Card Program Enrollment/Appointment/Disclosure Forms

• FS Form 2887 Individual Enrollment Navy CashTMApplication for Enrollment and 

Authorization Agreement (treasury.gov) 

https://www.fiscal.treasury.gov/files/navycash/forms/FSForm2887.pdf 

• FS Form 2888 Accountable Official Enrollment FSForm2888.pdf (treasury.gov) 

https://www.fiscal.treasury.gov/files/navycash /forms/FSForm2888.pdf 

• FS Form 5752 Authorization to Disclose Information Related to Stored Value Account 

FSForm5752.pdf (treasury.gov) 

https://www.fiscal.treasury.gov/files/navycash/forms/FSForm5752.pdf 

• DD Form 577 Appointment/Termination Record-Authorized Signature

DD Form 577, Appointment/Termination Record - Authorized Signature, November 2014 

(treasury.gov) https://www.fiscal.treasury.gov/files/navycash/forms/DDForm577.pdf 
Last Revised: 6 October 2022 

© 2022 Federal Reserve Bank of Kansas City

Section 4 – Appendix

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D. Acronym Listing

Acronym Definition

AAFES Army & Air Force Exchange Service

ABA American Bankers Association

ACH Automated Clearing House

ABA RTN ABA Routing and Transit Number

AMPO Army Military Pay Office

COPE Custodian of Postal Effects

CPS Card Processing Station

CSC Customer Service Center

DA Disbursing Agent

DFAC Dining Facilities

DO Disbursing Office

DDL Daily Download Limit

DDO Deputy Disbursing Officer

DoD Department of Defense

ECAS EagleCash Agent SVC Cards

FinCEN Financial Crimes Enforcement Network

FMR Financial Management Regulation

FO Finance Office

FS Fiscal Service

FRBKC Federal Reserve Bank of Kansas City

HW Hardware

ICF Intelligence Contingency Funds

IMO Information Management Office/Officer

IR Incident Report

ISPP Information Security Program Plan

IT Information Technology

LAN Local Area Network

LCR Life Cycle Replacement

LRC Logistical Readiness Centner

MP Military Police

MPSA Military Postal Service Agency
Last Revised: 6 October 2022 

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Section 4 – Appendix

Page 49 of 49 Controlled Unclassified Information

MWR Morale, Welfare, and Recreation

NAVSUP Naval Supply Systems Command

NEX Navy Exchange

NSF Non-Sufficient Funds

OCONUS Outside of the Continental United States

OTCnetSM Web-based successor application that integrates the functionality of Paper Check Conversion 

Over the Counter (PCC OTC) and Treasury General Account Deposit Reporting Network (TGAnet)

PC Personal Computer

PCC Paper Check Conversion

PII Personally Identifiable Information

PIN Personal Identification Number

PO Post Office

POC Point of Contact

POP PIN on POS

POS Point-of-Sale

PX Post Exchange

RFC-KCI Resources Fiscal Finance, Kansas City/Indianapolis

RIP/TOA Relief in Place/Transfer of Authority

RTN Return Tracking Number

S&A Settlement and Accounting

SA&A Security Assessment and Authorization

SAF/FMP United States Air Force Deputy Assistant Secretary for Financial Operations

SOP Standing Operating Procedures

SRP Soldier Readiness Preparation

SSN Social Security Number

SVC Stored Value Card

SW Software

TIN Tax Identification Number

TR Transaction Report

USAFMCOM United States Army Financial Management Command