Q2 FAQ

Bill Pay

• Why can’t I access Bill Pay?
  • Business Bill Pay Users
    • Make sure they don't have a phone number of all zeros on the account
    • Make sure the user has both a home & business phone on their profile
      • It can be the same phone number, the SSO needs the field filled
    • Have them check their cookie settings-
      • You can csr assist to see if we are able to get a connection into customers bill pay. 
      • if we are getting a connection then customer may need to clear or set their cookies to always allow within "settings" for their browser. 
    • If they are a migrated user submit a case on the form so we can send to Q2 to relink https://app.smartsheet.com/b/form/0a4758791899401288d6de608803331f   
  • Retail Bill Pay Users 
    • In some cases users may have a closed account in PartnerCare that needs to be removed before migrated users can access Bill Pay
    • If they were frozen due to fraud confirm that it is ok to reactivate before doing so
    • If their PartnerCare looks clean, review their Console set-up and ensure they have a name & phone number on their profile
    • If everything looks good please send to https://app.smartsheet.com/b/form/0a4758791899401288d6de608803331f   with a full description of the error and if they are a migrated or new user
  • As an employee you can review and assist them in PartnerCare in the meantime

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.

Accounts

• Lines of Credit:
  • Can i transfer FROM a LOC to a deposit account?
    • Due to a current system limitation customers can't transfer from a LOC to a deposit account. We have escalated with Fiserv & Q2 but do not have an ETA
      • Retail- they can get counter checks from the branch
      • Commercial- send request to Commercial Loan Service
        • Send an email to commercialloanservicing@ffl.net.   Include customer name, account numbers, amounts etc.  The more detailed the email request the better
• External Account Loan Payment
  • Currently a customer can only make a regular payment from an external account. 
  • The way the system is passing information it isn't receiving that it is principal or escrow only and it is applying it as a regular payment regardless of what the customer has picked.
  • External Transfers limit is currently at $5,000/day and per transaction. if someone is trying to make a loan payment from an external account that is higher than the $5,000 it will not allow them to.
    • We are aware of the limitation and will regroup on it once we are completed with tweaking our external transfer processing
    • Please direct them to Online Loan Pay in the meantime

• Internal Account Transfer Issue

  • If a customer is having issues transferring between internal accounts, check Cleartouch to make sure one of the accounts is not dormant on the core. If it is dormant account no transfers will be able to be made until the account is active.
• 2023 History
  • If a customer didn't download their OLB history prior to the conversion then they will have to use their statements to rebuild that, unfortunately there is no way to pull that information now.
  • Going forward their history will always be available in Q2

Features

• Credit Expert
  • Does using credit expert affect my credit score? No, Credit Expert uses a soft pull and does not affect your credit score to use

• 3rd Party Linking
  • The Plaid connection has been updated as of 4/19, please let us know if customer continue to have issues linking to a 3rd party.
• Intuit
  • For any Intuit questions please reference this guide-  https://fmhc.freshdesk.com/support/solutions/articles/47001259228-quickbooks-quicken-guide

Q2 Console

• If you are getting errors when accessing console, please clear your cache and try again
• if the issue persists send to digitalbanking@firstmutualholding.com 

SAC Code

• What is a SAC Code?
  • A SAC code is a secure access code that is a 6 digit code sent via text, voice call or email that a customer must input to log-in or complete certain tasks.
  • TIP- A few other areas will also require a SAC code. These are areas we’ve deemed high risk so want to put extra verifications in place, an example of this is the real time address change form
  • TIP- if they are receiving a text message, they are sent from number 86434 you can ensure that they are not entering that in as the SAC code.

• Why is my customer not receiving their SAC or have a delay?
  • We are aware of a delay on T-Mobile users receiving text messages due to a spam filtering change they made on their end. Q2 is reviewing to see if we can make any whitelisting changes
  • We also have higher volume this week so they may experience a delay if the servers are overloaded
  • We ask customer be patient and not request multiple at once or in a short time period because they may overwhelm and confuse the system
• Why is my customers data old?
  • If the customer had outdated information on the core they may be presented with older phone/emails. 
  • After verifying the customer you can update their SAC code information in either Co-Pilot or User Management, instructions on adding are a few questions down
• Why do we require one?
  1. It is an extra layer of security that we are ensuring customers are who they say they are when they log-in
  2. TIP- we will also have a tool called Patrol that will learn a users behavior over time, if the system feels that the customer may not be who they say they are it will promot them for a SAC code as well. A few examples of what it tracks/learns is a customers typical geolocation, IP address, time of day etc. that they are access OLB.
• How long are SAC codes good for?
  1. They are valid for 15 minutes after they are sent and then they expire.
  2. They also expire after entered successfully
• Can we add a SAC Target for a customer?
  • Yes, we encourage the customer to manage their own SAC Targets but there may be cases where we need to assist and add a SAC target for the customer.
  • TIP- Only assist with adding a SAC Target AFTER you have verified the customer according to your bank procedures 
  • In Co-Pilot-
    • Pull open the customer and then select the User level --> PLus sign on the Secure Access Code Level
    • 
    • Select the type of Target you are adding
      • 
    • Add the target and hit save
    • 
    • TIP- only add 1 Target and direct the customer to Settings --> Multifactor Authentication to complete any additional clean-up/additions that they want to make
    • Can we view a customer’s SAC codes?
    • Yes, we can view these in the backend of the system and what status the code is in: expired or active.
      1. TIP- NEVER give a customer a SAC code over the phone and do not ask them for the SAC either.
      2. A fraudster could be impersonating someone, so we never give a SAC code over the phone.
      3. We can confirm if a code is expired or not and if their targets are accurate but do not pass SAC codes to the customer or ask them for one either.
    • 
      
  • Adding a SAC Target from User Management
    • Open the customer and select the user level --> three dots on the right --> Edit User Profile
      • On the right select the plus sign next to Secure Access Contacts
      • 
        • Select the type of Target you are adding
          • 
        • Add the target and hit save
        • 
        • TIP- only add 1 Target and direct the customer to Settings --> Multifactor Authentication to complete any additional clean-up/additions that they want to make

Migration

• As a migrated user how do I log in for the first time?
  1. Video on the first time log-in steps - https://www.youtube.com/watch?v=OdayN-ai3Fg
  2. Retail
     • Log in with your existing username.
     • Your temporary password will be your current username and the last four of your social security number. (i.e. jsmith1234)
     • A secure code will be sent via mail, phone call or text based on what information you have on file.
     • After your first log in, you will be asked to reset your password. Your new password must be minimum eight characters and maximum 30 characters, with lower, upper, special characters and numbers. You have 90 days to log in before you are locked out and have to contact your local branch.
  3. Business
     • Log in with your existing username.
     • Your temporary password will be your current username and the last four of your social security number. (i.e. jsmith1234)
     • A secure code will be sent via mail, phone call or text based on what information you have on file.
     • After your first log in, you will be asked to reset your password. Your new password must be minimum eight characters and maximum 30 characters, with lower, upper, special characters and numbers.
     • You will have 90 days to log in to the new system, after that you will need to contact us to be able to log in
• Duplicate Usernames

  
  

  • In some cases an existing user may have had a username that was considered a duplicate username when loaded into Q2. The customer was still imported into Q2 but we need to set a new username for them
  • When you search for a customer and their log-in section says 0 log-ins
    • Select the plus sign to add a new username for the customer
    • 
    • Add a new username between 6-30 characters long and then set a temporary password for the user and hit sav
    • 
    • Then provide the customer their new log-in and username and they will be able to complete the log-in process
• Did my transfers move over into the new system?
  • Yes, the majority of transfers should show in the new system under Transfers & Payments à Manage Transactions
  • In some cases a customer may have had a recurring transfer set-up in Fiserv with a frequency that is not supported in Q2. If they are noticing they are missing a transfer they can reset it up in Q2 using the Transfer form

Can we combine personal and business accounts into 1 profile?

• No, do not combine into 1 profile. We have different experiences, features and limits depending on if they are personal or business accounts. 
• If you combine into 1 OLB profile it causes downstream issues with connecting to things like Bill Pay, eStatements etc.
• We will continue to have 2 separate log-ins for personal and business, just like in the old system.

Address Change- RESOLVED

• If the customer has a country code on the core different form the US they may receive a spinning wheel on the Address & Contact Mgmt
• We are working with the core to fix this & also with Q2 to avoid the spinning wheel
• This is resolved as of 3/15, if they have an international address they cannot use the form and have to update via contacting the CRC or Branch

Suspended Target for Alerts- RESOLVED

• This is resolved, Notifi has activated everyone’s accounts and they are able to enroll in alerts.
• No email/phones should be suspended anymore, if there are stragglers deleting and reverifying the email/phone work
•