What Causes a Failed/Pending Enrollment

A Failed Pending Enrollment message is created if a user attempts to self-enroll in Online Banking for the first time and the enrollment fails. That message goes to a Failed Pending Enrollment queue in Web Administration (Web Admin). The Web Admin users review the requests and work with the customers to complete the enrollments.

CX Responsibilities:

The CX team in contact with a client’s online banking failed enrollment requests are responsible for recording, acting upon, and communicating to the client once their request is completed through the CX channels (i.e., email, online banking, phone). A HubSpot ticket on the client’s contact record captures the initial contact, progress, and completion of the request.

The CX team members are responsible for the following:

Report all online banking enrollment issue requests accurately using HubSpot tickets

Communicate to the client once their failed pending enrollment has been reset

Assist the client through the phone channel and ensure the client is enrolled successfully

Prevent a complaint from the client for not completing their request or responding to their request