Section 7: CST Research

Section Objectives This section  prepares you to understand how to research consumers’ Bill Pay questions and issues using CST. Specifically, you will learn: how to search for Bill Pay consumers and their payment activity how to manage payees and payments on behalf of a Bill Pay consumer how to search for consumer bills and view the details the steps to view, add, edit and delete funding accounts how to change a consumer’s daily limits where to view email messages the steps to create a new service request and how to view/edit existing ones

Why Use CST? CST is the support and research tool used for FIS Bill Pay. With this system, support staff can answer the following questions for a consumer: Is a payment scheduled? Was my payment sent? Can I issue a stop payment? Has a check been cashed? My payment hasn’t been credited. I have late fees and I used BP to pay my bill. I want to add another funding account. What is the status of a consumer’s service request? And many more …

CST Login Screen Your financial institution receives your CST URL, user ID, and passwords from your Project Manager. This is FIS' product and is used by FIS Customer Service Representatives as well. A shortcut to the CST login page is found in Management Console via Partners. The Super User for Internet Banking can grant other financial institution administrators access to this shortcut. Note: Access to CST is restricted by IP address. CST contains 2 years of Bill Pay history. CST utilizes a security feature called Cross-site Scripting (XSS) protection. As a result, you cannot enter the following special characters on any CST page: < > “ ( ) ^ \ ; In addition, you may only use the forward slash ( / ) when entering a date format such as MM/DD/YYYY. If a CST page is submitted and contains a special character, an alert box appears and you must delete the character.

Set Up Challenge Questions Upon login you are prompted to set up security questions that allow you to reset your password when locked out of CST. You are prompted to provide answers to four unique challenge questions. Each answer must be at least five characters long and cannot be associated with your user ID or password. You can opt to provide answers to the challenge questions at another time by selecting Remind me later, but the setup must be completed before you can use the Change Password feature.

Change Password Tool If you forget your password, click the Change Password link on the login screen (see page 4). After entering your User ID, you are randomly presented two out of the four challenge questions previously set up. After answering the questions correctly you can create a new password. A password can only be changed once in a 24-hour period.

My Profile In the top right corner of the Launch Page, all CST users see a My Profile link where they can change their password and some profile information including their email address, phone number and fax number.

CST Launch Screen The left navigation links are: Launch Administration Operations Support Pages (Terms to Know, FAQs and How do I… links)

Customer Search Security Groups needed to perform all activities in this section: CSR Warehouse CSR Engine – Client Level (High, Medium or Low)

Launch Screen Search Options Search options include: Customer Organization Service Requests

Customer Detail & Snapshot Security Groups needed to perform all activities in this section: CSR Warehouse CSR Engine – Client Level (High, Medium or Low)

Customer Search Step 1: Select “Customer” in the Search for menu and enter the consumer’s information to search (fill in at least one field to search). Note: Searching by name requires both first and last name. Step 2: Click Submit.

Customer Detail The Customer Detail screen provides information on general consumer information, contact information, funding accounts and more. On the left side, administrators access Page Activities, Related Pages, Related Tools and Support Pages. Note: If the customer search results in more than 250 records, a warning screen recommending the user refine their search. If only one match is found the Customer Detail screen appears (shown here).

Customer Detail - Top Use the Customer Detail screen to verify the consumer’s identity. To return to the search screen, click Return to Launch in the upper left hand corner of the screen. The CST user can also view or add comments to this consumer’s profile and view the contact history. Note: CST uses two databases to display consumer and payee information. The Warehouse database provides current information stored with FIS, you should use the Warehouse when verifying the consumer.

Customer Detail - Middle A CST user can view the funding account information, service level, transaction limits, Bill Pay account information and audit information. Tip: Click the Show additional information links to display more info about that section of the consumer’s profile.

Customer Detail - Bottom A CST user can also see the last time the consumer’s profile was changed and the contact history. Contact History captures every time an administrator accesses the consumer’s Bill Pay account and what specific actions were performed.

Customer Detail – Page Activities You should not use the following links as they do not apply to your product: Request Password Change customer detail (EXCEPTION: used to increase or decrease the consumer’s limits) Change service level Add additional contact (EXCEPTION: If you want a secondary person to have the ability to call and inquire about the primary Bill Pay consumer’s account.) Deactivate customer Warning: You should not update any personal information (including choosing a new Bill Pay plan) nor close an account using CST. To update this information, go to Billpay User Profile Maintenance within Management Console and make the appropriate changes (the information will copy to CST).

Customer Detail – Related Pages/Tools Links include, but are not limited to: Add/View Customer Comments: Comments on the consumer’s profile Funding Accounts: List of funding accounts used for Bill Pay Pending Payments: List of all pending payments Payment History: List of completed payments Customer Payees: List of Payees Customer Bills: List of e-bills Service requests: Requests issued for this consumer Customer Email Notifications: Emails sent to the consumer Funding Account Management: Add, edit and delete funding accounts SWTS: Ability to view (possibly update) items on the front end for the consumer

Customer Snapshot The Customer Snapshot page consolidates a consumer’s key information: View a consumer’s profile, pending and historical payments, recent service requests, and payee information all in one location. Access details for a specific payment or service request directly from this page. Access the Customer Snapshot page via the View dropdown on the Launch page, or under Related Pages on any customer-related screen.

Customer Snapshot The Customer Snapshot page is divided into the following two sections. Customer Profile Verification Personal Profile Bill Pay Account Funding Account Contact History Audit History Additional Information Payment History Pending Payments Service Requests Payees Bills Email Notifications

Customer Snapshot - Profile The top portion of the page contains important information about the consumer and their personal account. Some uses of this section include verifying funding accounts and reviewing recent account activity. This section is organized into the following tabs: Tab Description Verification Helps the CSR verify the identity of the consumer. Personal Profile Displays profile information including the consumer’s phone number and address. Bill Pay Account Displays general account information including organization name, customer ID and member number. Funding Account Displays funding account information including number, type and status. Contact History Displays a list of all CSRs who accessed and/or modified the Customer Detail page. Audit History Displays any activity on the account.

Customer Snapshot – Additional Information The bottom part of the page contains data on account activity. This section is helpful to look up a recent or pending payment, to check on the status of an existing service request, and more. For any table, click a specific row to access the detail screen; for example, click a payment on the Payment History tab (shown below) to access the Payment Detail screen. The search feature is available on each tab, which brings you to that specific search page in CST. This section is organized into the following tabs: Tab Description Payment History Displays the last 45, 60, or 90 days of payment history. Pending Payments Displays the customer’s scheduled payments. Service Requests Displays the customer’s the last 30, 45, 60, or 200 service requests. Payees Displays payees paid in the last 45, 60, or 90 days. Bills Displays e-bills from the last 45, 60, or 90 days. E-mail Notifications Displays the customer’s e-mail alerts.

Pending Payments and Payment History Security Groups needed to perform all activities in this section: CSR Warehouse CSR Engine – Client Level (High, Medium or Low) .

Pending Payments Scenario: Mike Money calls in to ensure that he scheduled his payment correctly to Southern Lawn Maintenance for $75.00 on 10/05/11. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Pending Payments. Step 3: If there are multiple pending payments, click appropriate payment to pull up Pending Payment Detail. Tip: To find the payment faster, either click a column header to sort or click the Perform new search link under the Page Activities to narrow the search criteria.

Pending Payment Detail Questions answered here: What is the payee name and account number? What funding account was used? Is the payment manual or part of an automatic model? What is the confirmation number for the payment?

Payment History Scenario: Cindy Cashier sent a $50.00 gift to her niece Caroline for her birthday on 10/06/10 and wants to know if it was cashed yet. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Payment History. Step 3: Click on appropriate payment to pull up Payment Detail. Tip: To find the payment faster, either click the column headers to sort or click the Perform new search link under the Page Activities to narrow the search criteria. Note: History is stored for two years. A search for Payment History returns a maximum of 1000 payments.

Payment Detail - Check Check payments display: Check sent to the payee AND Check cleared by the payee Funding account information Questions answered here: Was my payment sent and when? When did the consumer set up the payment? Did the payee cash the check? Can the consumer issue a stop payment?

Payment Detail – Check (cont’d) A CST user can view check images for checks that have cleared within the last 90 days. In the Image Viewer, command buttons include Save, Print, Rotate, Zoom in or out, View front/back/both sides of the check and Increase or decrease contrast. Security Groups that can access check images: CSR Engine Low CSR Engine Medium CSR Engine High

Payment Detail - Electronic Areas to review Payment method Payee funds More (displays funding details such as trace and routing numbers) Customer funds Initiated date Questions answered here: Was my payment sent and when? When did the consumer set up the payment?

Pending Payments/Payment History – Practical Applications 1. A consumer calls to ask if the check that was sent to Sears on 10/06/10 for $50.00 has cleared. The consumer’s name is Mike Money. Has the check cleared? Can the consumer open a stop payment service request? What date was the check sent? What is the address on file for Verizon?

Pending Payments/Payment History – Practical Applications (cont’d) 2. A consumer calls to ask how their payment to AT&T Residential Long Distance for $74.99 on 9/29/10 was sent. The consumer’s name is Mike Money. Was the payment sent via check or electronically? What date was the item processed? What is the confirmation number for this payment?

Pending Payments/Payment History – Practical Applications (cont’d) 3. A consumer calls to confirm that their payment to American Express on 9/29/10 was received. The consumer’s SSN is 555-55-5054. What is the amount of the payment? What is the name of the funding account associated with this payment? Is this payment part of an automatic model or is it a (one-time) manual payment?

Customer Payees Security Groups needed to perform all activities in this section: CSR Warehouse CSR Engine – Client Level (High, Medium or Low)

Customer Payees Scenario: You want to view a list of all of the payees that Debbie Deposit set up on Bill Pay. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Customer Payees. Step 3: Click on appropriate payee to view the Customer Payee Detail (optional). Tip: You can click the Printable version link on the left navigation.

Customer Payee Detail A CST user can view additional payee information including address, status, lead time etc. Payee maintenance history - View a side-by-side comparison of the information originally entered for the payee versus the current information Payment history for this payee – View a list of completed payments Pending payments for this payee – View a list of pending payments

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Customer Payee/Payment Management Security Groups needed to perform all activities in this section: CSR Warehouse Customer Payee Maintenance Customer Payment Maintenance

Customer Payee/Payment Management Overview A CST user can manage a consumer’s payees and payments within two areas of CST. Essentially, a CST user can do everything for a consumer that the consumer can do on the front end of Bill Pay. Customer Payee Maintenance allows a CST user to: add, edit and delete payees change email notifications manage categories Customer Payment Maintenance allows a CST user to: view a list of all payments schedule manual and recurring payments change payment options Suggested Users: We recommend that access to these features are kept with the main administrator.

Customer Payee Management A CST user can: View/Change the payee details Add a payee (Business/Person) Manage categories

Customer Payee Management – Payee Details To view/change payee and email notification information: Step 1: Click on Payee Details on the Customer Payee Management screen. Step 2: Click the change information link to update payee info OR Step 3: Click the change information link to modify the eBill status or change notifications link to modify email notifications for the payee. Note: A CST user can also delete or deactivate a payee on behalf of the consumer.

Customer Payee Management – Add a Payee To add a payee: Step 1: Click on Add a Person or Add a Business on the Customer Payee Management screen. Step 2: Enter payee information or search the payee database. Step 3: Click Add payee link to save the information.

Customer Payee Management – Manage Categories To manage categories or add a new category: Step 1: Click Manage Categories on the Customer Payee Management screen. Step 2: Enter category information to update and Save changes OR Step 3: Click the Add a new category link to create a new category.

Customer Payment Management A CST user can: View Bill Add Notes Edit/Cancel Payments Add Payment(s) Change Payment Options Click on Add Payments to begin the process of scheduling a manual payment or adding a recurring payment. The workflow and options are the same as on the front end.

Customer Payment Management – Edit/Cancel a Payment To edit a payment: Step 1: Click the Edit link on the Customer Payment Management screen. Step 2: Edit the payment information and click Save Changes. To cancel a payment: Step 1: Click the Cancel link on the Customer Payment Management screen. Step 2: Review the disclosure and confirm the deletion by clicking OK.

Customer Payment Management – Add Payment(s) To add a payment(s): Step 1: Click Add Payment(s) link on the Customer Payment Management screen. Step 2: Select the payee(s) that you want to pay and click the Schedule Manual Payment(s) link OR click the Add automatic payment link.

Customer Payment Management – Change Payment Options To update the payment option for a payment: Step 1: Click Change Payment Options link on the Customer Payment Management screen. Step 2: Click Change payment options next to the payment you want to change. Step 3: Update the payment option information and click Save changes.

Customer Bills Security Groups needed to perform all activities in this section: CSR Warehouse View Bill

Customer Bills Scenario: You want to view a list of all of the e-bills that Mike Money is currently receiving through Bill Pay. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Customer Bills. Step 3: Click on appropriate bill to pull up Customer Bill Detail (optional). Statuses: Inbox/New – New bill, not yet paid Outbox – Payment is pending against the bill Paid – Payment processed Filed – Consumer filed the bill Deleted – Consumer deleted the payee Types: E-bill – Biller sends the bill electronically to FIS Scraped – FIS logs into the payee website and scrapes a copy of the bill to present through online Bill Pay

Customer Bill Detail Hyperlinks: Payee: payee detail for the payee that is associated with this bill View Bill Image: view the same image of the bill as the consumers see

Payee/Payment Management and Customer Bills – Practical Applications 1. If you wanted to change the email notifications that are sent with American Express, what link do you need to click? 2. If you wanted to cancel a payment in CST, what link do you need to click? 3. Find the Discover Card Services customer bill received on 09/06/10 for Terry Teller. The SSN is 555-55-5055. a. What is the minimum and total amounts due for this bill? b. What is the payment due date? c. What is the status of this bill? d. What type of bill is this? 4. What does the customer bill status “Outbox” mean? 5. What are the types of bills as they appear in CST? 50

Funding Accounts Security Groups needed to perform all activities in this section: CSR Warehouse Funding Account Maintenance - Client Refer to the Resources Page URL for the Quick Help Guide on Funding Accounts.

Funding Accounts - Overview A CST user can use the Funding Accounts screen to: View all of the consumer’s existing accounts and the account status Edit the nickname of the funding account Note: You can not edit account numbers- You must add a new funding account and then delete the old one. Change the consumer’s default account (if there is more than one used for Bill Pay) Delete a funding account (if there is more than one used for Bill Pay) Notes on Deleting Funding Accounts:  If there is only one funding account, you cannot delete it. You cannot delete the default funding account. You cannot delete an account if there are any current payments from that account or a payee is set up to fund specifically from that account. History for a deleted account does not appear on the default Payment History report. However, the consumer can create a custom report to display information from a deleted account provided it has some activity. When a funding account is deleted and replaced with a new one, either by the consumer or the financial institution, the consumer needs to go to every Payee Details screen to select this new funding account for each Payee that is associated with the old account. EXCEPTION: If the consumer wants to make the new account their default funding account, then any Payees set up with “always use default account” automatically uses the new default account with the next payment sent if it’s a recurring payment. Any pending single payments do not change to the new default. These payments are editable within Pending Payments.

Funding Accounts Scenario: You want to view a list of all of the funding accounts that Debbie Deposit uses for Bill Pay. You also want to add a new checking account. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click Funding Accounts to view a list of checking accounts (regardless of status). Step 3: Click Funding Account Management to add a new checking account.

Funding Account Management – Add Funding Account To add a funding account: Step 1: Click Add Funding Account.

Funding Account Management – Add Funding Account (cont’d) Step 2: Complete the Primary Account Holder and Funding Account Information fields. Note: The Account Number field can contain up to 32 alphanumeric characters.

Funding Account Management – Add Funding Account (cont’d) Step 3: Check the box giving authorization to initiate debits to the account. Step 4: Select the Approval status. Values = pending approval or internal review completed Select “Internal review completed” after you have verified the information Once the account is activated by FIS (this is a batch update that typically takes one full business day), the status changes to “approved”. Step 5: Click Continue and confirm the selection.

Funding Account Management – Change Funding Account The nickname and address fields are the only editable fields. If you need to change an account number, first add the new account, then delete the old one.

View Funding Account Management – Delete Funding Account After clicking Delete, the system prompts you to confirm. If the consumer wants to reuse that same account at a later date, you must add it as a new funding account. Note: You will receive an error message if you try to delete an account that is associated with a particular payee or has pending payments tied to it.

Change Customer Detail Security Groups needed to perform all activities in this section: CSR Warehouse Update/Deactivate Customer – Client

Change Limits - Overview The transaction limits are specified in your contract. Default limits are $19,999.99 daily limit per consumer and $9,999.99 per transaction. With CST, you can DECREASE either of these amounts for a consumer. You can later increase the limits back to the ones specified in your contract. If you signed an amendment to have the ability to raise limits, this is the screen to do so. Tip: If you are interested in increasing your current contracted limits, please contact your Account Manager for an amendment. The financial institution assumes all risk associated with payments over the original contracted amount.

Change Customer Detail - Change Limits Scenario: You want to decrease Mike Money’s transaction and daily limits for Bill Pay. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click Change Customer Detail. Step 3: Change the limits and click Submit (at the bottom of the screen).

Funding Accounts/Change Customer Detail – Practical Applications 1. What link do you need to click in CST to add or delete a funding account? 2. Can you edit a consumer’s funding account number? 3. True/False The system allows a CST user to delete a funding account that is associated with a pending payment or payee. 4. Can you delete a consumer’s primary funding account? 5. If you want to delete a consumer’s default funding account, what must that consumer do before you can delete the account in CST? 6. What screen do you go to in order to decrease transaction limits? Can you increase those limits above the contracted amounts as well? 7. Where should you update personal information like name, address, phone, etc for your consumers – Management Console or Customer Service Tool?

Email Notifications Security Group needed to perform all activities in this section: CSR Warehouse

Email Notifications Overview Email address is required for consumers. If the email address is invalid, the email is returned to the from address as designated by your financial institution. Some notifications are automatic (“payment returned”) while others are set up by the consumer (“notify me if a bill is higher than X amount”). See Section 3 in the binder for more examples. Through CST, you can resend emails. Depending on your Host**, if a consumer changes their email address, the financial institution must manually update this information in order for FIS to have the latest email on file The financial institution should run a regular report in Management Console to see who has changed their address: Go to IB Activity Reports Select the date range Select the transaction type “Change Email” Select the presentation style (on screen display or download) Submit the query Then the financial institution should make the appropriate changes in Management Console: Go to Billpay User Profile Maintenance Search for the consumer Click on the consumer’s name to pull up the application Make the appropriate update Click save changes at the bottom of the screen Note: Depending on your host, this step may not be necessary as the information automatically updates when the consumer changes their email address under User Options.

Customer E-mail Notifications and Detail Scenario: You want a list of all of emails that were sent to Mike Money for Bill Pay. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click Customer Email Notifications. Step 3: Click the email to view the details of a particular email and resend (optional).

Email Notifications – Practical Applications 1. Where do you go to change a consumer’s email address for Bill Pay? 2. What Transaction Type should you choose on the Home Banking  Activity Report to see a consumer’s new email address? 3. What screen do you go to in CST to resend an email to a consumer? 4. True/False Consumers receive both automatic and manually set-up email notifications from FIS.

Service Requests Security Groups needed to perform all activities in this section: CSR Engine – Client (Low, Medium or High) Service Request Summary (unique permission to access this page) Refer to the Resources web page for the Quick Help Guide on Service Requests.

1st Tier Support Options During Implementations, your financial institution determines who supports your consumers when they have Bill Pay questions/issues. The three support options are: Financial institution 1st Tier with FIS 2nd Tier: Your financial institution supports your consumers directly by researching Bill Pay issues via Customer Service Tool (CST). 2nd Tier: Your financial institution can engage FIS by opening service requests in CST when further research /assistance is needed. FIS 1st and 2nd Tier: Your consumers contact FIS directly via phone or email for support. 2nd Tier: FIS opens services requests via CST when further research/assistance is needed. Note: Your financial institution can also assist consumers when necessary via CST. Intuit Financial Services 1st Tier with FIS 2nd Tier: Your consumers call Intuit Financial Services’s Call Center and Intuit Financial Services researches Bill Pay issues via CST. 2nd Tier : Intuit Financial Services engages FIS by opening service requests in CST when further research /assistance is needed. Intuit Financial Services 1st Tier support includes: Requests to update user profile information Note: The financial institution is responsible for all requests to change a consumer’s funding account or to close a Bill Pay account. Questions on the use of Bill Pay Questions on the status of particular payments Any of the service requests reasons on the next page Note: Intuit Financial Services Tier 1 Support is via phone only. Your financial institution is provided with a phone number for your consumers to use. Any email address links inside the Bill Pay front end link to a financial institution email address.

Service Requests Types Payment not posted- Payment was made but has not posted to the consumer’s payee account. Tip: Do not use if payment was received by the payee. Open a ‘Late fees incurred’ service request instead. Note: Use Payment Not Posted service requests only if sufficient time has passed for the payment to clear (Electronic payments: A minimum of 3 business days since the file was sent to the payee and Check payments: A minimum of 5 business days since the check payment post time). CST users with the CSR Engine High - Client Security Group Permission can still add Payment Not Posted service requests at any time if they provide a valid reason. Late fees incurred- Payment was made but posted to the consumer’s payee account late. Tip: Only use if the payment was received by the payee, but was received late. Open ‘Payment not posted’ service request instead. Note: FIS reimburses service charges (up to $50.00) if the consumer has scheduled the payment as outlined in the terms of the consumer contract. Stop Payment Requests- Requests are only accepted on payments that were made by check, and the check was not paid at FIS' bank. Note: Stop Payment requests are automatically processed real-time. Therefore, once a Stop Payment service request is opened, you cannot close it. Photocopy Request- A consumer can request a copy of a payment for his/her own records or for proof of payment. There is usually a charge for this service request. Note: Photocopy requests are automatically processed real-time. Therefore, once a Photocopy Request is opened, you cannot close it. This automated process ignores any comments that are entered when the service request is opened.

Service Requests Types (cont’d) Electronic bill Issue – Consumer has an issue with their e-bill such as duplicate electronic bill received, electronic bill not received, electronic bill posted late, electronic payee not allowed- business account, incorrect account number error, invalid login error, unable to set up payee, and unable to view electronic bill. Payment amount incorrect- Consumer’s payment has posted to his/her account with the payee but for the wrong amount. Duplicate debit received - Payment was sent out once but two debits appear on consumer’s account. Duplicate credit received - Payment was sent out once but credited twice to consumer’s account with the payee. Intuit Financial Services financial institutions should not open Service Requests when: CST users see additional types of service requests that they can open on behalf of a consumer. However, Intuit Financial Services financial institutions should not use these service requests (i.e requests that begin with “Modify customer -…”) Financial institutions should use Management Console > Billpay User Profile Maintenance button to make these types of profile updates. The Management Console updates CST automatically with these updates. If you need to change the funding account to debit, do that through the Funding Account Management feature within CST.

Service Requests Types (cont’d) Service Requests that are proactively opened by FIS: Credit return – FIS received a returned payment from a payee. FIS returns the funds to the consumer within three (3) business days from the date FIS receives and processes the return. FIS notifies the consumer via email when the funds are returned, informing the consumer why the payment was not successful. The consumer must work with the payee directly to resolve the reason for the credit return prior to initiating a new payment. Note: Additional information about the credit return appears on the Closed Credit Returns report found in the CST Appendix. Customer Collection/Debit return – FIS issued a payment to a payee for which they were unable to debit the consumer. This most often occurs when a consumer is insufficient on three debit attempts or the debit attempt is returned as a closed account.  The financial institution or the consumer can contact the FIS collection department to make debiting arrangements.  Confirm posting - FIS has blocked a consumer’s Bill Pay account due to suspicious activity and FIS was unable to confirm the payment with the consumer.  This generally occurs when the first payment initiated through Bill Pay is for a large dollar amount.  Outstanding check/Returned check – Payee never cashed/deposited the check payment sent from FIS on behalf of the consumer or the check payment was returned to FIS. FIS automatically credits the consumer for the amount of the payment.

SWTS - See What They See Before submitting a service request, a CST user may utilize the See What They See (SWTS) tool to troubleshoot an issue. This feature enables a CST user to see what the consumer is seeing in the front end of Bill Pay. There are two versions of this tool: Read-only version - available to all CST users in the “CSR Warehouse” security group. Edit version – available to CST users in the “Full SWTS” security group; allows the CST user to edit and change consumer bill pay information.

Opening a Service Request To open a Service Request for a payment: Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click Payment History. Step 3: Click the payment in question to see the Payment Detail screen. Step 4: Select the appropriate Service Request type from the dropdown menu and click Go. Step 5: Complete the requested information and click Add (see next page).

Opening a Service Request (cont’d)

Searching for Existing Service Requests A CST user can view all service requests across the organization on the Service Request Summary page. As well, a CST user can search for a specific service request on the Launch page. Search options on the Launch page: Reference Number Customer Search for a specific consumer’s service requests from the Customer Detail screen Search for a consumer’s service request by name, SSN, date, reference number, etc. Organization Search for all open service requests for your financial institution Search for a type of service request such as “late fees incurred” or “debit return” Why would a CST user need to look up a service request? Answer questions and/or provide an update for the consumer when they call your financial institution. Reassign ownership to another CST user. Provide more information to FIS to help resolve the issue. Update the status of a service request.

Service Request Summary The Service Request Summary page provides an overview of all service request activity for your organization, including:   Service Request Statistics Search function Service Request List Navigate here via the Launch Page, Organization Detail page or the Service Request Detail page.

Service Request Summary - Top The top part of the page provides statistics and a search function. A CST user can view statistics on service requests within the last 2 years according to: Priority Status Age of service request Type (Details on priority, status, and type are covered on other pages in this section.) A CST user can search for a specific service request or group of service requests, within the last 2 years, according to: Open Date

Service Request Summary - Bottom The bottom part of the page provides a table of the service request records. The default view is of all Open/Pending service requests in the last 2 years. The CST user can click any row in the table to access the Service Request Detail screen.

Service Requests – Statuses and Response Times Service Request Status Description Open The service request is open and has not been completed. Open/Pending The service request has not been resolved. Closed The service request has been resolved. Pending FIS FIS is still investigating the issue. Pending Payee The issue is being investigated, waiting for information from the payee. Pending Organization The issue is being investigated, waiting for information from the organization. Pending Customer Contact The issue is being investigated, waiting for information from the customer. Service Requests – Response Times New service requests are worked within 3 business days. Stop payment service requests received by 2:00 p.m. (Central time) are stopped the same day. Escalated requests are worked within 24 hours. (See Change Priority page on how to escalate requests.) FIS proactively monitors Credit Returns (failed payment, couldn’t post) and Stale Check Expiration (outstanding check; after 90 days payments are stopped and proactively refunded to the consumer via a credit to their account). 79

Searching for Existing Service Requests – by Reference Number On the Launch screen, a CST user can search service requests by Reference Number.

Searching for Existing Service Requests – by Customer On the Launch screen, a CST user can also search for a specific consumer’s service requests according to: Call tracking number Type Status Opened date

Searching for Existing Service Requests – by Customer (cont’d) A CST user can search for a customer’s service requests by clicking Service Requests on the left navigation on the Customer Detail screen.

Searching for Existing Service Requests – by Organization On the Launch screen, a CST user can search service requests for the entire financial institution by: Type (Payment not posted, photocopy request, credit return, etc.) Status (Open, closed, etc.) Opened date

Service Requests All of the service requests that match the search criteria will display. Click on the appropriate service request to view the detail.

Service Request Detail This link will jump back to the payment’s detail

Service Requests – Change Priority To escalate a service request, click the Change Priority link in the left navigation of the Service Request Detail screen. The service request is assigned a new priority of “99-Escalated”. You may enter comments on this screen as necessary. Note: Only Payment Not Posted and Payment Amount Incorrect service requests with a current priority of “1-standard”, “1-In-process”, “2-standard”, or “3-standard” can be escalated. The escalated service request must involve a payment that involves a mortgage payment, insurance payment, vehicle payment, utility disconnection (electric, gas, phone, or water).

Service Request Detail – Add Comments To add any additional comments, like if incorrect information was originally entered, click the Add Comments link in the left navigation of the Service Request Detail. FIS also adds comments, like email communications to the consumer. Note: Only add comments to service requests in an ‘Open’ or ‘Pending’ status as FIS is not notified of the additional information for service requests in any other status. The username prefix denotes the origin: W95 = FIS user RHF3DI = Intuit Financial Services user RHF3 = Your financial institution user

Service Request Detail – Change Requestor Information If a CST user (requestor) is going on vacation or terminated, you should change all service requests, in that requestor’s name, to another requestor by clicking the Change Requestor Information link in the left navigation of the Service Request Detail screen and providing the new requestor’s information.

Service Requests – Change Service/Account Information If incorrect information was entered when the service request was created, click the Change Service/Account link in the left navigation of the Service Request Detail screen to edit the type of service, account number, or to add any additional information in the comments field. Note: Only Payment Not Posted and Payment Amount Incorrect service requests with a current priority of “1-standard”, “1-In-process”, “2-standard”, or “3-standard” can be updated.

Review Resolution Information Service Requests – Review Resolution Information If FIS determines that more information is needed to complete a service request or if FIS completed the service request, FIS places the service request in a ‘Metavante Completed’ status and a notification (email or phone contact) is sent to the CST requestor. In addition, a Review Resolution Information link appears in the left navigation of the Service Request Detail screen for the particular service request for which FIS completed or needs additional information. Note: In some cases, FIS contacts the consumer directly. If FIS has to leave a message about a payment inquiry, they leave a direct call back number for follow up (for the hours of 8am to 5pm Central time).

Review Resolution Information (cont’d) Service Requests – Review Resolution Information (cont’d) The CST requestor needs to complete the following: Click on the Review Resolution Information link and read through the comments to determine what FIS needs or how FIS resolved the request. Contact the consumer and obtain the necessary information or confirm that the request was completed. If the request was completed, the CST requestor can: Select ‘Approved’ from the Approval status dropdown and the request moves to a ‘Closed’ status. Note: If the Approved status is chosen, you cannot send the service request back to FIS. The CST requestor has to open a new service request instead. Tip: Reference the closed service request reference number in the new service request. Do nothing and the service request will be automatically approved and move to a ‘Closed’ status within the next 30-60 days. If the request has NOT been completed or the CST requestor receives additional needed information, the CST requestor should select ‘Rejected’ from the Approval status dropdown and then select a Reason from the Reason dropdown. Information/comments can be entered in the comments field. Click Submit to send the information back to FIS. The service request status is now: ‘Open in Rework’. Note: The ‘Closed in error’ reason is only used by FIS for internal purposes.

Operational Procedure – Regulation E Potential Regulation E claims are logged whenever a consumer asserts that his or her payment instructions were not followed. To ensure that FIS has the ability to provide consumer with historical information as well as provisional credit recommendations, FIS' tracking system logs each item that is worked under Regulation E guidelines. Guidelines Initial review of the item occurs within one business day of either the financial institution or the consumer notifying a Customer Care Center of a potential Regulation E issue. Regulation E provides the following time frames: 10 business days from receipt of billing error notice to investigate and resolve the matter 1 business day after determining that an actual error occurred to resolve the error 3 business days after making a determination to communicate the results back to the consumer

Operational Procedure - Regulation E (cont’d) Regulation E Procedures: Either the financial institution or the consumer contacts the Customer Care Center alleging that a transaction was unauthorized or the payment in question was made incorrectly. Timeframes begin when the Customer Care Center is notified. Note: Refer to the Regulation E document for specific definition of items that can be categorized under Reg E. A research request is opened and the item is flagged with a Reg E indicator. If it is determined that the item in question does not fall within Reg E guidelines, the item is handled as a normal research request. If upon reviewing the item it is determined that the item does fall within Reg E guidelines, FIS handles the item in compliance with the guidelines and timeframes of Reg E. If during research of a Reg E item it is determined that the error occurred because of processing or system error, the item is corrected within one business day. Results of the investigation and resolution are reported to the requestor (financial institution or consumer) of the original research request. If during the research of a Reg E item it is determined that no processing error occurred, FIS Post-processing Support provides an explanation of the issue and the findings to the financial institution. The documentation that FIS used to make our determination is available upon request. The financial institution is required to notify the consumer of these findings in writing. If FIS is unable to research or resolve the issue within eight business days (or in the case of Massachusetts, eight calendar days), from the date that the Customer Care Center was notified of the issue, FIS contacts the customer’s financial institution. The financial institution may wish to provide provisional credit. This allows two additional business days for the financial institution to provide the provisional credit to the account.

Service Requests – Practical Applications 1. What are the three different ways you can search for a Service Request? 2. Mike Money calls to inquire about the status of his payment not posted service request opened on 10/25/10. a. List the payee name, payment amount and payment method. b. What is the reference number for this service request? c. Where late fees assessed? If so, how much? 3. Search for all service requests opened by organization between 09/30/10 and 10/25/10. a. How many were opened: b. Which consumer reported a payment amount incorrect issue during this time?

Service Requests – Practical Applications (cont’d) 4. If FIS requests additional information from the requestor to resolve a service request, what link within CST should a CST user click to update the system with the appropriate info? 5. How can you tell who wrote which notes in a Service Request? List all possibilities here. 6. Which two types of payments can you escalate? 7. How many days does a CST user need to wait in order to open a payment not posted for an electronic payment? For a check payment? 8. Which of the following Service Requests should a CST user never open Stop Payment Photocopy Request Modify Customer - Change Account to Debit Late Fees

Section Objectives - RECAP In this section, you learned: how to search for Bill Pay consumers and their payment activity how to manage payees and payments on behalf of a Bill Pay consumer how to search for customer bills and view the details the steps to view, add, edit and delete funding accounts how to change a consumer’s daily limits where to view email messages the steps to create a new service request and how to view/edit existing ones