4/5/2024 Q2 Updates + Reminders

Happy Friday!

Here is your weekly Digital Banking Updates!

Issue Update

• Q2 has resolved the issue where customers micro deposits verification was not working properly. We have seen a significant reduction in failures so we believe this issue is now resolved and customers should be able to complete the micro deposits verification now.

New Resources

• A Product Matrix has been added to the Intranet outlining the various products/features in Q2, their intended audience and which banks have them enabled.
• I have started an archive on the Intranet of these update emails to make easy to find moving forward.

Reminders

• If you are working with a customer and something in their profile seems off do not delete their user or customer profile in the system. This will cause more issues in resetting them up and relinking them
  • If you are in doubt about what to do submit via the issue reporter so a team member can take a look along with what changes are needed
• Link Account vs External Transfer
  • If you customers are using the “Link Account” button on the home page that is linking their account for Personal Finance Manager (Financial Tools) NOT External Transfer
  • They will still need to go to Transfers & Payments à Manage External Accounts and add their account there in order to transfer to that account
• Address Changes
  • The address change form is available only for retail customers, it is not compatible with business customers which is why they do not see the option.
  • If the customer is not completing the address change form themselves you should follow your normal address change procedures
  • If you are working with a customer in the branch or over the phone to update information, after you have validated them and followed your normal procedures, keep the following in mind.
    • If you make any updates in Console it does not carry over to Cleartouch, you would need to update both systems.
    • If you update Cleartouch, Console will be updated in our daily batch files, so it won’t be real time but I should update the next day after the files process in the morning.
    • If the customer updates their information using the Address & Contact Management form (Settings à Address & Contact Management) that does update the core & console in real time.
    • If you’re working with a customer in front of you/on the phone and you’re updating their info on the core, I would recommend also updating Console at the same time so that the customer sees the changes right away on their end vs waiting for the batch file.
• Mobile Troubleshooting
  • If a customer is having trouble with their mobile app, before submitting a ticket make sure: they have the most recent version on their phones, they have access to whatever they are attempting to do and that they’ve tried deleting and readding. Those steps tend to solve most issues but if they are still having issues then please submit a ticket.

Coming Soon

• A refresher training series will be coming soon, we are just starting to plan out the details so if you have thoughts on the structure or topics please let us know!

Have a great weekend!

Emma