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Determining Account Eligibility
A client calls in wanting to update their accounts nickname but they can't figure out how
Digital Banking Balances, Transactions, and Managing My Accounts
This panel gives information about navigating Compass
Compass Tool Information
This panel describes the processes in Partnercare
Digital Banking Bill Pay - Partnercare
A client calls in with browser related issues that you are unable to solve or resolve
KEAN Procedures
A client calls in requesting help with Google Chrome
Digital Banking Troubleshooting
A client calls in for help regarding the Users option in Small Business Digital Banking
Digital Banking Business User Management
A client calls in because they're having issues with zelle
Zelle Procedure
A client calls in wanting to remove a hold on a bill pay
Troubleshooting Bill Pay
A client calls in to check on the status of their OLB wire application
KEAN Procedures
A customer calls in to enroll in Personal Online Banking
D3 Sign-In Scenarios, Sign-On Help, Enrollment
A business client needs to add a personal account to their business online banking
Helping a Client Add Accounts to Business Online Banking
A client calls in to remove a Friend account
Digital Banking Transfers Services
A client calls in wanting instructions on how to enroll in bill pay
Digital Banking Consumer Bill Pay
A client calls in saying they are unable to open and view their digital statements. You are also unable to access their statements from your end.
Digital Banking Troubleshooting
A client calls in for help with resetting their password
Cobra Procedures
A client calls in for assistance with making a mobile deposit
Digital Banking Mobile Deposits
A client calls in to reverse a transfer they made through their olb
Reversing a Transfer Made Through Digital Banking or the IVR
A business calls in to cancel their bill pay
Digital Banking Business Bill Pay
A customer calls in because they are not receiving alerts
Troubleshooting Alerts and System Generated Emails / Texts / Calls
A client calls in wanting to opt out of paper statements
eDocuments
A client calls in wanting assistance to manage their digital banking profiles
Digital Banking Self Service
A client calls in wanting to know about the different kinds of transfers possible through OLB
Digital Banking Transfers Information
A client calls in needing help with Quicken and Quickbooks
Software Support
A CSA calls in about an ACH that did not post
Troubleshooting Digital Banking ACH Services