Online Banking Enrollment Business Rules

CX BUSINESS RULES:

CX must follow the SOP – CX HubSpot for the creation and entire process of a HubSpot ticket

CX must follow the authentication process in the SOP – CX Contact Handling for all CX channels

Online Banking Enrollment is only for first-time users who have not enrolled in Online Banking

The following information is required from the client to enroll and must match exactly as Horizon XE:

Social Security Number (XXX-XX-XXXX)

First and Last Name

City, State, Zip Code

Account Type and Number

Date of Birth (DD/MM/YYYY)

Username

8 – 30 Characters

At least one upper case, lower case, and number_

Not case sensitive

– @ # $ % + / ^ .

Password

8 – 30 Characters

Case Sensitive

Password must be different from the previous 10 password

At least one upper case, lower case, one number, and a special character

Primary Email

This email becomes case-sensitive when retrieving account information

The client must have a home phone number (mandatory)

The client can use their mobile phone number as their home phone number

CX must NOT provide the client’s account number through the phone or email

Use Account Look-up Email Template

CX must NOT enroll the client manually for Online Banking

The client must insert the same information for their Online Banking enrollment as Quontic has in Horizon XE

If the client already has an Online Banking Username Profile

See SOP – CX Existing Online Banking User for further assistance

If the client has a duplicate Horizon XE profile, CX must reach out to the Digital Bank department so they can merge both profiles

The client will not be able to enroll until duplicate profiles are merged

Mortgage Loan Borrowers:

Client’s who only have a Mortgage account with Quontic will not be able to enable to enroll through the Online Banking Portal

See Failed Pending Enrollment – Mortgage Accounts (Unable to enroll in OLB) email template

Clients who have a Mortgage account and a Quontic Personal account can enroll through the Online Banking Portal

Enrollment Troubleshooting:

CX must verify the information the client is inputting with the information on Horizon XE

Go through each field and ensure it matches

Utilize co-browsing/screenshare to assist

If the client continues to have trouble enrolling in online banking, follow the process in the SOP – CX Failed Pending Enrollment

If the client is unable to register after troubleshooting the issue, DBO will manually enroll the client in Online Banking – DBO approval is needed before we can offer this option

The client will need to provide the following information in writing

Username

Color copy of a valid government-issued Identification