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