Online Banking Enrollment – CX Responsibility

The CX team members are responsible for:

• Report all online banking enrollment requests accurately using HubSpot tickets

CX Business Rules

• 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
  • Email
• 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
      • – @  # $ % + / ^  .
  • 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
• Mortgage Loan Clients
  • Unable to retrieve their loan account number using the account look-up link
    • CX can provide the mortgage account number over the phone once they have verified the client
    • The client can see the loan documents for their loan account number or contact their loan officer
• 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 together