Updating Contact Info + Address Change

Attached are the procedures to update contact information for a customer in Q2. 

Key Tips

• *Before you update any contact information in Q2 make sure you have properly verified the customer based off of your bank’s procedures* 
• Any updates made in Console will not pull over to Cleartouch, you must also update Cleartouch so the systems match
• If you update any SAC contacts, only add the new one (after proper verification) and have the customers make any additional changes after they log-in by going to Settings à 2-Factor Authentication
• If a customer uses the Address/Contact Management form under Settings in OLB that will update the core in real time.
• If you update Cleartouch, Q2 will be updated the next day in our daily batch files

Address Changes

• The address change form is available only for retail customers, it is not compatible with business customers.
• 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.

• Reporting

  • Report PHD 590-01 in Nautilus shows all updated addresses in CT

    • The changes originated by Branch 088 will be Q2 originated updates