Module 2: Consumer Experience Intuit Financial Services University Internet Banking Certification Training

Internet Banking Certification Page 2 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Consumer Experience - Objectives By the end of this section, you will learn:  how to access training covering the consumer registration process for Internet Banking  how to access training covering the features and functionality of the front end of Internet Banking  how consumers enroll in the Forgotten Password feature as well as Multifactor Authentication upon their initial login to Internet Banking  how consumers use the Bad Login screen and its features for:  Alternate User ID Recovery  Forgotten Password  how to access training covering TurboTax Online Banking

Internet Banking Certification Page 3 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Internet Banking Registration

Internet Banking Certification Page 4 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The Internet Banking Registration process differs depending on your financial institution. Therefore, this process is covered in a separate set of materials. Be sure to review the appropriate registration materials for your financial institution available from the course resources table on the Internet Banking Certification page in Admin Platform. Internet Banking Registration To Access This Information: Log in to Admin Platform and go to Training Channel > Online Banking > Internet Banking Certification. The course resources table is at the bottom of the page.

Internet Banking Certification Page 5 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Forgotten Password & Multifactor Authentication Enrollment/Setup Note: For clients taking the eLearning course, the order of presentation in these printable materials will not match exactly with the modules in the course. However, all content is covered in both locations.

Internet Banking Certification Page 6 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. FPW and Enhanced MFA Overview  Forgotten Password (FPW) - When a consumer forgets their password or locks themselves out, they can utilize the FPW feature to reset their password. The consumer will be prompted to validate themselves prior to being able to reset their password.  Enhanced Multi-Factor Authentication (MFA) / Enhanced Login Security - Consumers using Internet Banking can mark computers (from which they access Internet Banking) to be either “public” or “private”. If a computer is marked as “public”, anytime the consumer attempts to access Internet Banking from that computer, they will be prompted to validate themselves. Consumers can validate themselves (regardless of the need to reset their Internet Banking password or log into Internet Banking from a “public” computer) in one of the following ways: by receiving a One-Time Passcode (OTP) as a text message, automated voice message and/or by using challenge questions (Mobile Banking Only) NOTE: Effective with the IB 4.13 release, the Forgotten Password feature is only available to financial institutions that have implemented Enhanced MFA for Internet Banking. Financial institutions with Enhanced MFA will have an additional option: The financial institution can generate a one-time passcode via Admin Platform and communicate that passcode to the consumer to use to validate themselves. Please see the EMFA course for details on this feature.

Internet Banking Certification Page 7 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Enrolling in FPW and Enhanced MFA Consumers will set up at least one OTP delivery option for FPW as well as Enhanced MFA via the Enhanced Login Security Setup screen that is presented upon initial login to Internet Banking (unless FPW/Enhanced MFA is optional for the financial institution). If the consumer needs to make changes to their FPW/Enhanced MFA information, they can edit or set up FPW/Enhanced MFA via the User Options button inside of Internet Banking. This also applies if the financial institution does not require or the consumer opts out of FPW and/or Enhanced MFA upon their initial login. NOTE: Regardless of where the consumer accesses the Login Security screen (upon initial login or via User Options), the screens are essentially the same. However, the screenshots in this training will show the consumer’s experience upon initial login.

Internet Banking Certification Page 8 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Text Message This option allows the consumer to specify up to 3 mobile phone numbers to receive a text message (SMS) with a one-time passcode to validate themselves for FPW/Enhanced MFA. Enrolling in FPW and Enhanced MFA (cont’d)

Internet Banking Certification Page 9 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Automated Voice Call This option allows the consumer to specify up to 5 phone numbers to receive a phone call with a recorded message stating a one-time passcode to validate themselves for FPW/Enhanced MFA. If a phone number was entered for the text message option, it will automatically display in the Automated Voice Call section as well. Enrolling in FPW and Enhanced MFA (cont’d)

Internet Banking Certification Page 10 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. This option allows the consumer to specify up to 5 addresses to receive an with a one-time passcode to validate themselves for FPW/Enhanced MFA. If an address is already on file for Internet Banking, it will populate here, but can be edited. Enrolling in FPW and Enhanced MFA (cont’d)

Internet Banking Certification Page 11 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Challenge Questions – Mobile Banking Only This option allows the consumer to set up challenge question(s) to be used to validate themselves for FPW/Enhanced MFA. Enrolling in FPW and Enhanced MFA (cont’d) NOTE: Consumers of financial institutions with Mobile Banking will be required to set up Challenge Questions on this screen. This is because Challenge Questions are currently the only way to satisfy a MFA challenge when using a mobile device.

Internet Banking Certification Page 12 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The middle of the Enhanced Security Setup screen allows the consumer to enroll in Forgotten Password (FPW). Enrolling in FPW and Enhanced MFA (cont’d) NOTE: If FPW is mandatory for the financial institution, this section will not display. Consumers are automatically enrolled.

Internet Banking Certification Page 13 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The bottom section of the Enhanced Security Setup screen allows the consumer to enroll in Enhanced MFA as well as mark the computer that they are currently using as either “private” or “public”. If they choose “public”, they will be prompted to validate themselves every time they log into Internet Banking from this computer. Enrolling in FPW and Enhanced MFA (cont’d) NOTE: If Enhanced MFA is mandatory for the financial institution, the “Yes, I want extra login security” checkbox will not display. Consumers are automatically enrolled. The consumer will see the “Complete this later” button and the “Please do not show me this anymore” checkbox only if both FPW and Enhanced MFA are optional for the financial institution.

Internet Banking Certification Page 14 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Enrolling in FPW and Enhanced MFA (cont’d) The consumer is prompted to confirm all the information entered. Changes may be made using the Edit link next to each option. Click the Save and Continue button to complete the setup. NOTES: The Challenge Question section will only display if the financial institution has Mobile Banking The Extra Login Security and/or Forgotten PW sections will not display if the consumer did not set up MFA and/or FPW.

Internet Banking Certification Page 15 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Enrolling in FPW and Enhanced MFA (cont’d) The consumer receives an confirming the initial setup. An is also sent to the consumer each time any changes are made to FPW or Enhanced MFA either through the setup screen or User Options.

Internet Banking Certification Page 16 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Forgotten Password Recovery When a consumer forgets their password or locks themselves out of Internet Banking, they can access the Forgotten Password feature from two places: The financial institution’s Internet Banking sign-on screen The financial institution’s Bad Login screen (displayed if the consumer enters incorrect login credentials)

Internet Banking Certification Page 17 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Forgotten Password Recovery (cont’d) The consumer can reset their password via the following steps: Step 1: The consumer enters their User ID on the Forgotten Password Reset screen and clicks the Continue button. NOTE: The “User ID” and “Password” labels are customizable.

Internet Banking Certification Page 18 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Forgotten Password Recovery (cont’d) If the User ID entered is valid, the consumer continues to step two. When an unrecognized User ID is entered, fake information displays on the Forgotten Password – Confirm Identity Page. This security feature prohibits malicious users from identifying real User IDs from false IDs. The Forgotten Password help link provides an explanation of this feature to the consumer in an effort to alleviate any concerns with the fake information displayed.

Internet Banking Certification Page 19 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 2: The consumer is prompted to select one method for one-time passcode retrieval by clicking on the desired method. All phone numbers and/or addresses set up are displayed as options to choose from. Alternatively, the consumer can opt to validate their identity via challenge questions by clicking the link in the QA section. This section only displays for institutions offering Mobile Banking. If the financial institution has generated a one-time passcode, the consumer can click the Click here to enter your access code link to enter this passcode. Please see the MFA course for details on this feature. Forgotten Password Recovery (cont’d)

Internet Banking Certification Page 20 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 3: The one-time passcode is sent to the consumer. Once received, the consumer enters the passcode and clicks Continue. Forgotten Password Recovery (cont’d) Consumers enrolled in the Challenge Question feature will see the following screen instead.

Internet Banking Certification Page 21 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 4: If the consumer successfully validates their identity (either by entering in the correct passcode or correctly answering their challenge questions), they are prompted to create and confirm a new password. Step 5: The screen refreshes and the consumer clicks the Go to login button to be returned to the sign-on screen, where they will log in with their new password. Forgotten Password Recovery (cont’d)

Internet Banking Certification Page 22 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Forgotten Password Notable Points After the consumer has been validated, their User ID will be unlocked and the bad login count will be reset. After a defined number of invalid attempts to enter their validation information (as defined by the financial institution), the consumer will be locked out of the Forgotten Password Reset feature. If the consumer is unable to validate their information, a failure log entry (including the User ID, Date and Time, and Success/Failure status) will be created that can be read from Admin Platform Home Banking Activity Reporting. An message will notify the consumer of a successful or failed Forgotten Password Reset attempt. The financial institution has the option of being notified via of successful/failed attempts to use the feature. If Challenge Questions are used by the financial institution, the consumer’s Challenge Questions and Answers will be saved in a database in an encrypted format. Neither Intuit Financial Services nor the financial institution can view or retrieve this information. If a consumer is claiming that the challenge options/questions they are being prompted with are not the correct challenge options /original questions that they set up, more than likely, the consumer entered their user ID incorrectly. The one-time passcode, whether retrieved via , phone or text, will time out after 15 minutes. If the consumer requests to have a passcode resent, the same passcode will be resent until the 15 minutes expiration has elapsed.

Internet Banking Certification Page 23 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bad Login Screen

Internet Banking Certification Page 24 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Standard or Standard- Hybrid Registration: Emphasis on determining if the consumer is enrolled in Internet Banking ARS Registration: Emphasis on determining if the consumer is attempting to register for the first time. Bad Login Screen After an unsuccessful login, the Bad Login screen is presented to assist the consumer with login concerns and troubleshooting. The screen will differ slightly based on whether your financial institution has Standard, Standard-Hybrid or ARS Registration. The most recent User ID entered by the consumer will be displayed and may be edited by the consumer in the event of a typo. The financial institution can customize the 2nd and 3rd bullets under the ‘Login tips’ area by submitting a request.

Internet Banking Certification Page 25 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Alternate User ID Recovery

Internet Banking Certification Page 26 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. If the financial institution offers the Alternate ID feature, the consumer can retrieve their established Alternate User ID via the Alternate User ID Recovery feature accessed from the Bad Login screen. Alternate User ID Recovery Standard or Standard-Hybrid Registration ARS Registration NOTE: The Activity Report (covered in Module 6) may be used to track which consumers experienced bad logins and used the Alternate User ID Recovery tool to recover their Alternate User ID.

Internet Banking Certification Page 27 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 1: The consumer is prompted to enter their address to receive their User ID. NOTE: addresses must contain and “.” and are not case- sensitive. Alternate User ID Recovery (cont’d) Step 2: The consumer is presented with the success message.

Internet Banking Certification Page 28 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Alternate User ID Recovery (cont’d) If no Alternate User IDs are found to be associated with an address or the address is not in the database, a notification is sent to the consumer. No Found Step 3: The system will send an to the consumer with all associated User IDs tied to the consumer’s address. The system will not SSN’s or Member Numbers. No User IDs Found

Internet Banking Certification Page 29 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. IB Front End Experience

Internet Banking Certification Page 30 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The Internet Banking front end experience demonstrations and printable materials are available from the course resources table on the Internet Banking Certification page in Admin Platform. Internet Banking Front End Experience To Access This Information: Log in to Admin Platform and go to Training Channel > Online Banking > Internet Banking Certification. The course resources table is at the bottom of the page.

Internet Banking Certification Page 31 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. TurboTax Online Banking Training on TurboTax Online Banking is conducted via a short online course. The course lasts about 15 minutes. In this course, you will learn how consumers access TurboTax Online Banking and where they can get support. By the end of this course, you will be able to: Access TurboTax Online inside Internet Banking Explain how first-time TurboTax Online consumers get started Explain how existing TurboTax Online consumers gain access to Turbo Tax Online Banking See how your financial institution uploads 1099s for the consumers Know whom to contact when the consumer needs TurboTax Online Banking support This course may be accessed through your TTOB project tasks in MySupport. In addition, details are located on the TurboTax Online Banking page in the Training Channel of Admin Platform.

Internet Banking Certification Page 32 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Practical Applications 1.How would a consumer reset their password if they have either not opted-in to the forgotten password feature or forgot their answers? 2.If a consumer initially opts out of using the forgotten password feature, can they opt-in at a later time? If so, how? 3.If a consumer opts to set up three challenge questions, does the consumer have to validate all three questions or answer only two of the three? 4.Is all account information lost when you reset a consumer’s password? 5.How long does a consumer have to wait to access their accounts once they have been reset? 6. How would a financial institution administrator know if a consumer recovered their Alternate ID through the Alternate User ID Recovery tool?

Internet Banking Certification Page 33 Module 2: Consumer Experience © 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Consumer Experience – Objectives Review In this section, you learned:  how to access training covering the consumer registration process for Internet Banking  how to access training covering the features and functionality of the front end of Internet Banking  how consumers enroll in the Forgotten Password feature as well as Multifactor Authentication upon their initial login to Internet Banking  how consumers use the Bad Login screen and its features for:  Alternate User ID Recovery  Forgotten Password  how to access training covering TurboTax Online Banking