EnterpriseView
How does the bank assign a bank employee access to eStatements in their Task Menu?
The Cleartouch Admin will assign access to the Role or Roles Users login to Cleartouch with.
Is there a report the bank can use to confirm Account Enrollment?
EnterpriseView > Administration > Reports > Accounts > Search Blank > Export All.
This will load all enrolled accounts into Excel. The bank can then review to see what accounts are enrolled. Any that are NewUser or Pending that they can delete.
What types of accounts can receive eStatements?
Checking
Savings
Mortgage Loan
Consumer Loan
Commercial Loan
Can a User access the Stand Alone eStatements and the eStatements through Retail Online at the same time?
No, the User must select one way to access. As they enroll for the other method they receive a warning that they will no longer be able to access using the original method.
On a Joint account, can one owner receive a Paper Statements and the Joint Owner receive an eStatement?
No, the account is enrolled for a Paper Statement or an eStatement. It is enrolled by the account not individual User.
Where in EnterpriseView can we see who has a particular Account enrolled?
We can see who has an account enrolled by going to Administration > Reports > Leave the drop down as "Accounts" > Enter the account number and search. The results listed below will show all Users that have the account enrolled.
What report can be Used to see what accounts are partially enrolled?
eStatement Exception Report can be used to see the if Cleartouch and EnterpriseView do not match for the type of enrollment.
Where does a User go to manage what accounts are in eStatements and mailed statements?
In eStatements go to Account Access > Edit User Settings > Delivery Options > Change between Paper and eStatements.
If a User is enrolled for eStatements for all accounts and wants to go back to paper statements, are they able to change all of their accounts back to Paper Statements from eStatements on their own?
The User has the ability to change all but 1 account to Paper. The last account must be changed from eStatements to Paper Statements by the bank.
How does a User update their eMail in eStatements?
1. Retail Online User - Will update their email in Retail Online Profile, then when they click on eStatements it will update to eStatements. If the User does not click on eStatements the email will not update until they do.
2. Stand Alone User - Will update their email in Edit User Settings on the eMail tab.
Who should the bank contact to update the emails that are sent to Users? What is the fee for this?
Themselves so there is no additional fee. The bank is able to update their emails in Email Management. They can update the email and send a test email.
A = Active
P = Pending
C = Closed
What is something new that you learned about eStatements that you did not know before?
Free Space!!!! Anything you learned is WONDERFUL!!!!
What happens when the bank changes an account's eStatement Access from No to Yes? (This would be done in Customer Source, Additional Account information)
An invitation email is sent to the Tax Reporting Owner's eMail address. This User is not yet enrolled until the user acts on the email or enrolls on their own.
Is there anything special that needs to be done for an OIP User enroll the accounts?
OIP User will need to enter the Invitation Code sent to them in their eStatements. IF the User is a customer they can go to Other's Statements > Add Access > Enter the Invitation Code. If not a customer go to the Stand Alone site and click the Link "Accept Invitation" and follow the enrollment process.
User is calling saying they received an email that their Statement is ready. They went to view the statement but don't see a new statement. What do you do?
In EnterpriseView go to Administration > Reports > Email Summary > Search for the email address the User received the email at. The list will display the account number that emails are sent for. You can confirm which account the email was actually for. Most often in this scenario the User is looking on the wrong account.
Is there a report that will show if Users are not receiving the eStatement Notifications?
Bounced eMail Report
Codes in the report are standard, not specific to Fiserv. To see what the code means the email code can be Googled.
User calls and states they do not see all of their accounts in eStatements name 2 things to check?
See if the User is enrolled under their TIN
See if the account is listed under the enrolled TIN in Cleartouch
See if the account is eligible for eStatements
Check for Do Not Mail
Check Truncation Flag
See if on Combined Statement
Confirm when the account was opened
Confirm it produces a Statement
Ensure it is not a Passbook
What does the User need to do, to be considered enrolled for eStatements, and what is the importance of the User doing this step?
My account has been open for years. If I enroll today will I be able to see my statements from the past? What is the standard retention for statements?
Yes, as long as the account was eStatement Eligible previous statements would have loaded. We load ALL statements. Typical retention is 18 months for eStatements.
eStatement User is unable to access the Stand Alone Site. What should the bank do?
1. Go to EnterpriseView > Administration > User Administration
2. Look up the User
3. Click Modify at the far right
4. Confirm it is a Login Account Holder
5. Confirm the User has the correct Username
6. Reset the User's password by deleting all of the characters in the password field and entering a temporary password that meets the requirements.
7. Click Unlock User to unlock them
8. Click Reset Questions to reset the questions for the User. The User will need the code to reset their questions.
What report can you Use to help see why a User is unable to logon?
The Activity Log for Error.
User has been a long time eStatement customer. They have 10 different accounts. About 3 months ago they started missing statements. They realized they are only receiving 1 Statement Notification. What may have happened to the other statements?
We would want to look to see if the accounts were added to a combined statement. A GREAT way to think about a statements is with envelopes in the mail Vs Files.
If I have 10 statements that are not combined 10 different envelopes are sent with the statements. If I have 10 statements that are combined I receive all 10 statements in 1 envelope. Same is true with the files. If not combined 10 different files. If they are combined 1 big statement with all 10 accounts in 1 file under the Master Account.
How does a User assign access to an Other Interested Party (OIP)?
1. User will access eStatements.
2. Go to Account Access > Account Access
3. Click Add New Account Access Link
4. Enter the person's information that is to be invited to access and select the accounts they are to access.
5. Click Add
The bank is looking to enroll an account for eStatements. They go to the Customer Relationship Profile in Customer Source. They click on Customer > Additional Account information. The see the eStatements section but the option to change from No to Yes is grayed out. How does the bank resolve this issue?
They will want to review the Tax Reporting Owner of the account to confirm they have a valid email address on their Customer Relationship Profile.