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