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 1^st-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