User details in Web Admin available for CX use:

Modify

CX can modify the client’s Email and Phone Number to match Horizon XE

CX can modify the User Type to grant the External Transfer feature

Change Password

DO NOT email a temporary password

CX can change the password with the client on the phone only

Generic Password – Bank#1234

Password must be eight characters and over

Include an upper case, lower case, and a symbol character (!, @, #, $, %, ^, &, *)

Change Username

DO NOT change the client’s Username

See Online Banking SOP assist the client with doing it themselves

Locked User

The client will be unable to access their online banking profile and will be advised to contact the financial institution

Unlock User

CX can unlock the client OLB if there are no restrictions on the account(s)

Emulate User

CX Representative will be able to view precisely what the client sees when they log on

See Online Banking SOP for screenshots

Reset Failed Log-ins

The client will be able to access their account without receiving an error message

Clear Password Reset Failures

If the client user attempts to reset their password at log-in and fails more than the allotted attempts, the user will be advised to contact the financial institution to reset the count

Clicking this link does NOT change the password

If the client does not recall their password – change the password

Refresh Account List

Ensures the FIS Online Banking has the most current account list available to the user

CX can click on this if the user indicates that an account is not displayed in their Online Banking profile

Support Dashboard

CX can view a specific user’s recent account activity, including the User’s Sessions, Session Details, and Transactions. It also provides options to search user activity based on date range and reference number

Activate User

CX will reactivate the client OLB if there are no restrictions on the account(s)

Retail Bill Pay Enrollment

It will provide information if the user is enrolled/ not enrolled in Bill Pay

It will provide information on the default account that is used to pay their bills

A list of accounts available for bill pay

CX can add accounts to bill pay (Written request needed)

See Online Banking SOP for the complete procedure