- Online Banking Enrollment is only for first-time users who have not enrolled in Online Banking
- CX must assist the client with the online banking enrollment
- Inbound call
- CX must troubleshoot any online banking enrollment issues
- See Failed/Pending Enrollment SOP for more details
- CX must NOT provide the client’s account number through the phone or email
- Send 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 is enrolled in online banking, assist the client with retrieving their account information
- The following information is required from the client:
- 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
- – @ # $ % + / ^ .
- 8 – 30 Characters
- 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
- 8 – 30 Characters
- 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
- Mortgage Loan Clients
- Unable to retrieve their loan account number using the account look-up link
- If they have Personal accounts, yes they will be able to enroll with their personal account information
- If they do not have any personal account, they will not be able to enroll in OLB. Apologize to the borrower.
- If the client has a duplicate Horizon XE profile, 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