Biller Direct Error Messages
In reviewing, you find it is Inactive and you're unable to activate it.
What would you do?
Proceed to Reset a Biller Direct Profile > Account Status is Inactive.
Solution Center path:
Fill in the blank
Service a Biller Direct Issue using ______
PartnerCare
Path: Service a Biller Direct Issue Using PartnerCare
Give me your verbiage on what you would tell a client if they wanted to schedule a payment on their credit card (CC Only).
You got this right if it sounded good! Don't forget personal attestation!
Where and what do we click on to get to PartnerCare?
In CEW:
OLB tab
Account Services
Bill Pay Maint Full Relation
(Within FraudNet) click Find Subscriber top right
You do not currently have an account that allows you to use Bill Pay.
Using your resources, what would you do?
Using the path, what would you tell your client if the status of their payment was Pending?
On the mobile app, the client states. "Hey I made a payment over the phone yesterday but I'm looking at my account and it says I'm past due".
In reviewing, you discover they did make a payment on time but the client is seeing a Bill Pay notification to make a payment. This means, Bill Pay does not know the client made a payment outside of Bill Pay. Provide the steps on how to Mark an eBill as Paid using the app.
Where would we see if the account status was frozen or not?
Left side of PartnerCare under Subscriber Snapshot.
Account status would display Active, Inactive or Frozen
You have not set up any service accounts yet.
It's been more than 2 business days since they have had this error and we have already reset her profile a week ago.
What would we do?
When the status of a Biller Direct profile is 'Frozen'. We would need to Add a Case in the Case History section. What information do we enter in the Case Notes section?
Enter the following details in the Case Notes section:
The client successfully activated eBills but needs help setting up autopay based on the eBill. Provide the steps!
Where do we see a list of all Payees a client has set up.
Once signed in on PartnerCare. It would be under Payee List by clicking on the + sign.
Not an error message, however, the client is not able to add an external Pay From Account.
What would we advise the client?
Tell the client to delete the information and re-add the external account.
For a client, when adding an external pay from account from another bank. We do trial deposits into that account to verify it. How many rounds do we do?
3 rounds.
Client made a payment but wants to cancel her autopay. The autopay will still come out because it goes based on the statement. The statement is still showing a balance. What steps do you give the client to cancel the next payment only (if it has not already began to process) in OLB?
Where would we find if the client has autopay set up and where would we see if it was last edited in case the client inquires why their autopay did not work?
By clicking on the + on Payee List. You would double click on the credit card in question. It would display on the right hand side. If autopay was not set up it would display "No autopay instructions set up" or not display anything at all if the eBills were turned off or inactive (eBills being turned off though is a good indicator to know they would not have autopay turned on for CC only clients).
"Your account has been temporarily suspended"
In reviewing, you find that the client has no eBills set up and after probing to the client. The client states they has no option to set up eBills.
Proceed to Service a Biller Direct Issue using PartnerCare to determine the status and assist the client based on the status.
< Submit an eBill Delivery Inquiry Case to Fiserv.
BONUS QUESTION: Is the complaint resolved Yes or No?
In what cases, would we remove a Payee for a client ourselves in PartnerCare when servicing a Biller Direct issue?
Agents should only do this for Closed/Invalid card numbers or loan numbers that are showing active within PartnerCare.
Nicely done!
Where would you go if they added their pay from account and if it was still going through a trial deposit verification or if it was activated?
At the top of PartnerCare. Click on Subscriber Profile next to Account Overview.
Under their name at the top, we would then click on Accounts tab.
Here is where it would display if their external pay from account is active or not.