Failed/Pending Enrollment – CX Business Rules

The Failed Pending Enrollment form will be produced for the 3 following scenarios

Clients who have not registered for online banking before

The client is already enrolled in Online Banking

Attempts to enroll for online banking without having an active account.

A HubSpot Ticket must be created for all failed/pending enrollments

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: https://open.quonticbank.com/login

If the client continues to have trouble enrolling in online banking, follow the Enrollment Counterset Procedure <<Link for Enrollment Counterset Article>>

The client may be locked out, and the failed attempts may need to be reset

If the client already has an Online Banking Username Profile – CX must send the client a written communication of an attempt to enroll in Online Banking when an Online Banking profile already exists for the client