Module 5: User Maintenance

1. Module 5:User Maintenance Intuit Financial Services University Internet Banking Certification Training

2. User Maintenance - Objectives By the end of this section, you will know how to support your Internet Banking consumers: • look up user’s status, assign an alternate ID, or hold/enable use access • manage user’s alerts and recurring transfers • update user’s email addresses and subscription preferences • review user’s activity • troubleshoot user password issues • perform common tasks using the Support Dashboard

3. Support

4. Support > IB End-User Administration - Show Customer Status Enter either the social security number or member number here. • Show User Status: • New- consumer completed the registration application but the financial institution has not processed (approved, declined, etc) the registration • FI Approved - consumer completed the registration application and was approved by the financial institution but the consumer has not initially logged into the product • Needs Disclosure- consumer completed the registration application but did not accept the disclosure or chose to decline the disclosure – these consumers will be prompted to accept the disclosure upon their initial login to Internet Banking • Reg E Disclosure Accepted – during the registration process, the consumer accepted the disclosure • Active- consumer has logged into Internet Banking within your financial institution’s contracted active period • Hold- consumer does not have access to Internet Banking because they were placed on hold by an financial institution administrator • Locked out- consumer has entered their Internet Banking password incorrectly multiple times and needs to be reset • Reg E Disclosure Accepted – during the registration process, the consumer accepted the disclosure • Must Change Password – consumer’s password has been reset by the financial institution • Bad Email – consumer’s email address has been flagged by the financial institution as invalid (see Email Address Manager button) • Inactive- a consumer that was once active but has not logged on to Internet Banking within your financial institution’s contracted active period

5. Support > IB End-User Administration –Assign Alternate Customer Number • Assign Alternate Customer Number: • This is an optional feature if you want the ability to have User IDs other than SSNs or member numbers. The financial institution can also choose to force consumers to select an alternate customer number upon initial log in. • The consumer can assign an alternate customer number within User Options on the front end of Internet Banking and/or administrator can assign an alternate customer number within the Admin Platform. • After entering the current User ID, an administrator can: • View alternate ID requirements • Assign an alternate ID for the consumer • Let the system assign one

6. Support > IB End-User Administration -Hold/Enable Customer Account Access • Hold/Enable Customer Account Access: • Internet Banking access to accounts may be put on hold indefinitely. • The Reason for HOLD field is required. If an administrator wants to view the reason, they enter the user’s ID under Show Customer Status. • The Reason for HOLD message will not display to consumers logging in. Instead, they will receive a generic message that their Internet Banking access to their account is on hold. • NOTE:This is NOT putting a hold on Bill Payment. It is only restricting the consumer from accessing Internet Banking and setting up additional payments. Any scheduled or recurring payments previously set up will still process.

7. Maintenance > Notification & SRT Maintenance • Notification and SRT Maintenance: • These two tables display summaries of a consumer’s notifications and scheduled and recurring transfers that are currently set up through Internet Banking. The financial institution admin can delete any of them as needed if they have the appropriate permissions. • These two summary screens may also be reached by going to Display User Data and selecting those radio buttons. See Module 6: Reports for screenshots. • Financial institution administrators cannot add or edit notifications and SRTs. The consumer must do this through Internet Banking. • Financial institutions using the SRT real-time engine will also see a history table on the Notification Summary screen. • NOTE: • You must have the ‘MC SRT Delete’ permission assigned to actually delete SRTs and notifications on your consumers behalf.

8. Scheduled Transfers/Notifications - Notifying the End User: Sample Email If enabled, the consumer has the option to provide his/her email address when setting up the transfer or notification. When the transfer or notification is processed he/she receives either a success or failed email. The email advises the consumer if the transfer or notification was successful or failed and gives details of the transaction. The email gives the appearance of coming from the financial institution. Sample Payment Past Due notification email for real-time SRT engine financial institutions: User’s Text • NOTES: • Parts of this email are configurable by the financial institution. • The account number in the subject line and the data section is defaulted to display the last 3 digits. You can configure this differently.

9. Scheduled Transfers/Notifications - Notifying the FI: Sample SRT Email The SRT (Scheduled Recurring Transfer) engine processes the alerts and transfers that your consumers set up on a daily basis during the run time that you specify during implementations. After the transactions are processed, the financial institution receives a summary report (SRT Email) delivered via email to the email address specified on your preference form. In order to maintain optimal system performance, we encourage you to carefully review these emails daily and report any errors listed to IFS’ Customer Care.

10. Scheduled Transfers/Notifications - Explanation of FI SRT Email • Transfers (Scheduled/Recurring) Examined= Total count of how many transfers were reviewed (requested by EU). • Transfers (Scheduled/Recurring) Executed= Total count of how many transfers actually happened. • Alerts Examined= Total count of how many alerts were reviewed (dependent upon host- check cleared, balance and/or maturity date). • Sweep Notifications/Alerts Executed= Total count of how many alerts were actually sent. • Total Actionable Instructions (Alerts/Sweeps/Transfers)= Total count of examined/executed alerts and transfers. • Warning count= The transaction still occurred but some type of warning occurred, such as invalid email address to send notification to. • Failure count= Total count of failed transfers and alerts (did not process). • Invalid Users count= The system tried to validate the consumer and the host showed that the consumer is no longer a valid IB consumer, thus no transactions were processed for these consumers (list shows below). • Abort count= Total count of sub-processed aborted i.e. one or more consumers were not processed during the run (list shows below). • The following Scheduled Recurring Instructions were unsuccessful= Lists every consumer that had a failed SRT that day and shows why the SRT failed (refer to host specific error message handout for explanation of error messages). • If errors are reported, the financial institution should retain this email and contact Customer Care at 877-462-3446. The information in the email can greatly assist in researching the issue.  • If no errors are reported, the financial institution does not need to perform any action related to this email. 

11. Scheduled Transfers/Notifications - Possible Error Messages • An error line will be included in the report for each item that results in an error. • Below are some possible error messages that may appear although many error messages vary by host . For host specific error messages please refer to the SRT error codes documentation in the Knowledge Base. • Possible consumer verification failure reasons • DI/Host Error • Access Denied • Host System Down/Maintenance • Unknown response from consumer verification • Possible failure reasons for scheduled items • Invalid initial date • DI/Host Error • Possible failure reasons for alert items • Failed to send e-mail to <address> • DI/Host Error • E-mail address required • Possible failure reasons for transfer items • DI/Host Error • Access Denied: <host error> • Invalid member/customer: <host error> • Invalid PIN: <host error> • Unknown response from request transaction: <host error> • Failed to send e-mail notification: <alert failure message>

12. Maintenance > IB Email Address Manager • To correct wrong addresses (available to all clients): • Enter the User ID or the *wrong* address(es), separated by a comma • Select the radio button next to Invalid Email Address and click Submit • The next time the consumer logs in, they are prompted to enter their email address. • To exclude consumers from getting emails (Email Manager clients only): • Enter the User ID or address(es), separated by a comma • Select the radio button next to Exclude Email Address and click Submit • The consumer can also opt out of receiving non-alert emails on the front end under User Options

13. Support > IB End User Preferences End User Preferences is used to maintain consumers’ email addresses and email statuses. • The financial institution administrator can: • update the consumer’s email address • update the consumer’s newsletter email preference • update the consumer’s promotional email preference

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15. Consumer Troubleshooting

16. Password/PIN Reset or Unlock • The financial institution will need to manually unlock or reset a consumer in the following situations: • the consumer forgets their password • the consumer is locked out of the system (because they attempted to log in unsuccessfully) • In addition, the financial institution will need to unenroll a consumer from MFA in the following situation: • the consumer can not remember the answers to their Forgotten Password questions NOTE: The financial institution is given the option to unenroll the consumer from MFA on the Reset User screen. In this instance, the consumer's Forgotten Password questions/answers will be cleared out of the system (if the financial institution offers the Forgotten Password feature). Upon the consumer’s next login, the consumer will be taken to the Forgotten Password setup screen (even if they had previously opted out) and will be prompted to set up their questions and answers.

17. Password/PIN Reset or Unlock (cont’d) Step 1: Click on Support > IB User Reset Step 2: Enter the User ID or Alternate ID and click on Search.

18. Password/PIN Reset or Unlock (cont’d) For Standard Registration types - Reset Password & Unlock : Step 3a: Check the box for Reset Password and/or Unlock and select the Reset Password & Unlock option. Create and confirm a temporary password and click Update. Communicate the temporary password to the consumer. The consumer logs on and is prompted to change their password. For Standard Registration types - Unlock Only : Step 3b: Check the box for Reset Password and/or Unlock, select the Unlock Only option and click Update. The consumer log s on with their existing password.

19. Password/PIN Reset or Unlock (cont’d) For Standard Registration types - Unenroll from MFA : To unenroll a consumer from MFA, select the Unenroll from MFA checkbox. This may be completed along with a password reset/unlock or performed separately. For Standard-Hybrid and ARS Registration types: Step 3 (cont’d from page 19): Select Reset Password & Unlock and click Update to reset the password to the consumer’s Telephone Banking/Host PIN.Communicate to the consumer that their password has been reset. The consumer logs on with the PIN from the host system and is prompted to change their password. Otherwise, select Unlock Only and click Update to unlock the consumer without changing their existing password. Note: Reset User resets the password for Internet Banking; the PIN used for other FI applications outside of Internet Banking does not change.

20. Quick Tip Sheet:Password/PIN Reset Password Reset or Unlock (Standard Registration): Step 1: Receive a call from the consumer who has forgotten their password or is locked out of Internet Banking Step 2: Verify the consumer’s identity on the phone Step 3: Go to Admin Platform > Support > IB User Reset Step 4: Search for their User ID or Alternate ID Step 5: Choose to either reset /unlock or only unlock a password. For a reset, create and confirm a temporary password and communicate it to the consumer. Note: For a password reset, the consumer will be prompted to change their password upon their next Internet Banking login. PIN Reset or Unlock (Standard-Hybrid or ARS Registration): Step 1: Receive a call from the consumer who has forgotten their password or is locked out of Internet Banking Step 2: Verify the consumer’s identity on the phone Step 3: Go to Admin Platform > Support > IB User Reset Step 4: Search for their User ID or Alternate ID Step 5: Choose to either reset /unlock or only unlock a PIN. Click Update and communicate that the PIN has been reset and/or unlocked. Note: For a PIN reset, the consumer will be prompted to change their PIN upon their next Internet Banking login. Reset User resets the password for Internet Banking; the PIN used for other FI applications outside of Internet Banking does not change.

21. Support Dashboard Support Dashboard allows support reps to perform several common tasks on one screen. A rep may view a consumer’s current profile and status, reset a password, unlock an account, view external links and view products enabled for the consumer. Note: Training is available in-product through the Simulation icon: • In order to use Support Dashboard, an administrator must have one of the following permissions enabled: • Support Dashboard View (search and view only) • Support Dashboard Update (includes unlock, reset, and clear login security)

22. Activity Report Another way to troubleshoot a consumer's Internet Banking issue is to use the Activity Report. NOTE: See Module 6 to learn how to create an Activity Report.

23. User Maintenance - Practical Applications • If you receive a returned undeliverable email, what feature can you utilize within Admin Platform to initiate the new email address prompt to the consumer the next time they log into Internet Banking? • If enabled, what feature can you access to assign a new User ID if a consumer calls to say they do not want to use their social security number to log into Internet Banking? 3. True or False? Putting a hold on a consumer’s home banking access will also put a hold on all bill payments.

24. User Maintenance - Objectives In this section, you learned how to support your Internet Banking consumers: • look up user’s status, assign an alternate ID, or hold/enable use access • manage user’s alerts and recurring transfers • update user’s email addresses and subscription preferences • review user’s activity • troubleshoot user password issues • perform common tasks using the Support Dashboard