Failed Pending 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

CX must call the enrollee after Three Failed Pending Enrollments attempts

The Failed Pending Enrollment form will be produced for the 3 following scenarios

Clients who have not registered for online banking before

Client is already enrolled in Online Banking

Attempts to enroll for online banking without having an active account

The Failed Pending Enrollment Form will include the following information from the client input and Horizon XE

First Name

Last Name

Social Security Number (XXX-XX-XXXX)

City

State

Postal Code

Account Type

Account Number

Date of Birth (DD/MM/YYYY)

Failed Pending Enrollment form has the following three (3) actions for the CX representative:

Release – is available only if the Online Banking user has provided a username

Once this button is clicked, the username is released to be used again

Unlock – is available to unlock the Tax ID (SSN/TIN) of the user by resetting the maximum validation retries for the user to zero

Enroll – CX must NOT “Enroll” the client in Online Banking

The clients must enroll themselves

If the Failed Pending Enrollment form shows as Enroll, that means the client was successfully enrolled in the online banking

CX must NOT provide the client with any personal information for security measures

If the client does not know their account details, CX can provide the client with the Account Lookup Link

Use Failed 1st-time Enrollment Email Template

SOP – CX Existing Online Banking User for further assistance

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

Failed Pending 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

If the client continues to have trouble enrolling in online banking, follow the Enrollment Counterset Procedure

The client may be locked out, and the failed attempts may need to be reset

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