Ironwood Insights Holiday Edition

Holiday Edition 2025

Insights Start Here

A Word from Our President

Joan Kuykendall

 

"The best way to spread holiday cheer is by helping others succeed." – adapted from Buddy the Elf

 

As we reflect on 2025, I’m reminded of what makes this community so special — our shared commitment to helping businesses thrive. This year brought meaningful growth, important lessons, and continued proof that collaboration between community-minded partners creates extraordinary results.

At Ironwood, our mission has always been to combine innovation with integrity — to help you and your merchants adapt to change while staying grounded in the values that define community banking and relationship-based service. As we look ahead to 2026, that mission remains our north star.

To close out the year and look toward what’s next, I invite you to join me for our Lunch & Learn: Payments in Focus – Insights, Impacts & Ironwood’s 2026 Vision on Tuesday, December 17, 2025, from 11:00 AM to 12:00 PM CST.

During this session, we’ll explore the key developments shaping the payments industry and discuss what they mean for you and your customers, including:

• Illinois Interchange Fee Prohibition Act – what’s happening (not just in Illinois) and how to navigate compliance
• Visa–Mastercard Settlement – impacts and opportunities for community institutions and merchants
• Visa’s Utility Program – updates and eligibility insights
• Pricing Models – Dual Pricing, Surcharging, Service Fees, and Convenience Fees: what’s ahead
• Ironwood’s 2026 Vision – innovation, product strategy, and the growing role of AI in shaping smarter, more efficient payment experiences

Your partnership and trust continue to inspire everything we do. Thank you for being part of the Ironwood family — for your collaboration, your confidence, and your shared vision of helping local businesses succeed.

Wishing you peace, joy, and prosperity this holiday season.

Celebrating Partnerships & Possibilities - Happy Holidays from Ironwood

Jacqueline Niles, SVP of FI Sales

As we close out 2025, we want to take a moment to reflect on what made this year extraordinary—YOU! From engaging with industry leaders at ETA Transact and supporting community banks and credit unions at WBA, PBA, IBA, and GoWest MAXX conferences, to championing women in banking and launching our virtual book club, this year has been filled with collaboration, innovation, and shared success. Every event, every conversation, and every partnership has reinforced why we do what we do:

Empowering our Partners and your merchants with payment solutions that truly make a difference in their lives!

Your trust in Ironwood is the foundation of everything we’ve accomplished. Whether you’ve partnered with us for years or are just beginning to explore what Ironwood can offer, we are deeply grateful for the confidence you place in our team.

As a woman-led organization built on integrity, transparency, and teamwork, we remain committed to helping you thrive—through tailored programs, innovative payment solutions, and strategies that grow revenue organically. This year, we’ve doubled down on what sets Ironwood apart:

• Helping You Grow Revenue Organically through data-driven campaigns that uncover untapped merchant opportunities.
• Direct Access to Senior Leadership for strategic planning and growth initiatives.
• Helping You Compete with Fintechs—and Win by leveraging specialty platforms and integration strategies.
• Representing Your Brand with Care, acting as an extension of your institution with white-glove service.
• Making It Easy to Say Yes with streamlined onboarding and frictionless processes.
• Continuous Improvement, refining our outreach based on feedback and performance data.
• Showing Up—whether at conferences, webinars, or one-on-one strategy sessions.
• Believing in Community, doing business the right way with integrity and transparency.

Thank you for trusting us to walk alongside you. May your holidays be filled with joy, peace, and special moments with family and friends, and may the new year bring even greater opportunities for collaboration and success.

Happy Holidays and Best Wishes for a Bright 2026!

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Partner Spotlight: Presence Bank

Celebrating Strong Partnerships This Holiday Season

When a prospective partner recently asked about Ironwood’s onboarding process, Doreen Boarddus, Cash Management Specialist/Merchant Services at Presence Bank, responded with enthusiasm and agreed to share her insights in our Holiday Partner Spotlight. Please note all the quotes below come directly from her evaluation questionnaire.

Customer Service That Mirrors White-Glove Standards

 Presence Bank values Ironwood’s approach to customer care, noting that: 

“Ironwood’s customer service aligns with ours here at Presence Bank where we give a white glove approach and delivery. We are very pleased that Ironwood treats each merchant with the attention and care needed to keep our customer’s relationship strong, they have been a trusted partner since 2020. We have been working with our rep, Matthew, for almost a year now, and he has been very responsive to us as well as the customers, and his knowledge of the industry shows confidence on calls with staff or customers.”

Reliable Technology & Seamless Support

Ironwood’s CRM stands out for its reliability and ease of use. Presence Bank shared that they’ve never experienced downtime, and when maintenance is scheduled, Ironwood provides proactive communication. Training sessions for staff ensure smooth navigation and confidence in using the system.

Hybrid Model That Strengthens Relationships

The Hybrid Model has been a game-changer for Presence Bank. Ironwood handles applications and onboarding, while the bank provides white-glove terminal installations—building trust and reinforcing customer relationships.

“If I can do it, your staff will have no problems,” says Doreen,

emphasizing the simplicity of the process and Ironwood’s hands-on support during installations.  

Efficiency and Time Savings

Managing referrals and tickets is quick and easy, typically taking just a few minutes. After the initial learning curve, staff interaction with the system is minimal, freeing up time for other priorities.

Integrity and Satisfaction

Presence Bank rates Ironwood 9/10, praising their honesty and transparency: 

“Ironwood will review statements upfront to determine if they can save on pricing or not. They never bait merchants with lowball proposals.”

The IronClad agreement further reinforces trust, offering flexibility if a merchant isn’t fully satisfied.

Presence Bank sums it up best:

“Dependable, reliable, and trustworthy. We are happy to partner with them.”

A Holiday Thank You

As we celebrate this season of gratitude and partnership, we want to extend our heartfelt thanks to Doreen Boarddus and the entire Presence Bank team for sharing your experience and kind words in our Holiday Partner Spotlight. Your willingness to provide thoughtful insights helps prospective partners understand the value of collaboration and trust that define our relationships.

We also want to recognize Matthew Tonos for his exceptional dedication and professionalism. Your responsiveness and industry expertise continue to strengthen our partnerships and ensure that both our partners and their customers receive the highest level of service.

Important Industry Update

Visa Surcharge & Minimum Transaction Amounts

Visa has begun conducting in-person audits and re-audits to ensure compliance with network rules regarding surcharge fees and minimum transaction requirements. Please review the details below to help your merchants avoid costly non-compliance fees.

Minimum Transaction Amount

All merchants operating within the US Region or in a US Territory can establish a minimum amount for credit card transactions. However, that minimum transaction amount cannot exceed $10. This rule does not include debit card transactions. Click here for a summary of these rules.

Surcharge Fees

Businesses in the US are permitted to assess surcharge fees on credit card transactions at the point of sale to help offset the cost of processing. However, businesses must adhere to certain rules and limitations regarding surcharges. For additional information, please click here.

Non-Compliance Fees

If your merchants are non-compliant, Visa may assess the following fees:

• First Violation – If the violation has not been confirmed with evidence (receipt, image of signage, copy of menu, etc.), merchants will receive a warning letter. However, if the first violation is confirmed and evidence is provided, Visa will automatically impose a $1,000 non-compliance assessment
• Second Violation – $5,000
• Third Violation – $25,000

If you have any questions, please reach out to your Partner Support Manager or email PartnerSupport@TeamIronwood.com. Ironwood is here to help ensure your merchants stay compliant and avoid unnecessary fees.

Closing Out the Year: Reflections, Innovation & Gratitude

Denise Manley, VP of FI Sales

Here we are, closing out another year! As you reflect on 2025, what resonates most? Was there a milestone you accomplished—personally or professionally? Did a partnership, friend, or family member support you along the way?  

I’ve always been encouraged to see the good, envision success, and stay positive. This year reminded us that transformation is no longer optional. Financial institutions and merchant services alike leaned into digital innovation—not just to stay competitive, but to stay connected with customers, communities, and each other.  

Banking Memories & Holiday Moments 

Reflecting on my banking days as a Merchant Specialist, the holiday season brought both unique challenges and joyful moments. One of my favorite traditions was delivering gifts to clients and visiting their businesses. It was a chance to show appreciation and hear about their exciting plans for the year ahead. 

Of course, the season also came with its share of challenges—fraud spikes, increased spending, and the ever-important year-end reporting. But through it all, the spirit of service and connection remained strong. 

Looking Ahead: 3 Key Banking & Fintech Topics for 2026 

AI is rapidly reshaping customer experiences and back-end operations. At Ironwood, we work hard to ensure our partners can deliver the right solutions. 

• Flexible Pricing Options: Dual pricing and surcharging across mobile, card-present, invoicing, text-to-pay, tap-on-phone, and more—ideal for SBA and B2B merchants looking to reduce credit card processing fees.
• Diverse Fintech Partnerships: Serving healthcare, dental, veterinary clinics, municipalities, utilities, education, property management, and dealerships (auto, marine, RV, tractors/trailers).
• Integration Platform: Seamless connections to popular ERPs, accounting programs, ISVs, and APIs.
• Electronic Bill Pay & Presentment: Comprehensive solutions tailored for your C&I customers

Ironwood takes a multi-layered approach to data security and compliance, protecting both bank partners and their merchants. As digital transactions grow, so does the need for robust fraud prevention and secure authentication. 

3) Regulatory Compliance

Navigating evolving regulations around data privacy, anti-money laundering, and sustainability is no small feat. As highlighted in Joan’s letter and the Important Industry Update featured in this edition of Ironwood Insights, we’re committed to keeping you and your merchants informed and equipped to stay compliant.

A Season of Gratitude 

As a former banker, I’m grateful for the opportunity to witness this evolution firsthand—and to work alongside institutions that embrace change with courage and clarity. Ironwood is here to help you thrive. 

Thank you for allowing us to be part of your journey. Whether you're closing out a fiscal year or opening new doors for innovation, may this season bring you peace, progress, and a renewed sense of purpose. 

Announcements

Lunch & Learn

Mark your calendars for two upcoming Lunch & Learn webinars:

1) Installation Best Practices

Merchant installations can set the tone for long-term success—and doing them well matters. Join us Thursday, December 11th, at 11:00 AM CT for a year-end Lunch & Learn designed to equip your team with clear, efficient practices that simplify setup and enhance the merchant experience. We’ll walk through best practices, tools, and tips to ensure every installation starts on the right foot.

2) Special Edition - Payments in Focus: Insights, Impacts, & Ironwood’s 2026 Vision

Join us on Wednesday, December 17, at 11:00 AM CT for a special year-end edition concluding our 2025 Lunch & Learn series. Ironwood President & COO Joan Kuykendall will join us to share key takeaways from 2025, a look ahead at what’s shaping 2026, and how Ironwood continues to anticipate the next wave of innovation in payments.

To inquire about registering for either session, please complete the contact form below.