Section 7: CST Research

1. Section 7: CST Research

2. Section Objectives This section  prepares you to understand how to research consumers’ Bill Pay questions and issues using CST. Specifically, you will learn: • how to search for Bill Pay consumers and their payment activity • how to manage payees and payments on behalf of a Bill Pay consumer • how to search for consumer bills and view the details • the steps to view, add, edit and delete funding accounts • how to change a consumer’s daily limits • where to view email messages • the steps to create a new service request and how to view/edit existing ones

3. Why Use CST? CST is the support and research tool used for FIS Bill Pay. With this system, support staff can answer the following questions for a consumer: • Is a payment scheduled? • Was my payment sent? • Can I issue a stop payment? • Has a check been cashed? • My payment hasn’t been credited. • I have late fees and I used BP to pay my bill. • I want to add another funding account. • What is the status of a consumer’s service request? • And many more …

4. CST Login Screen Your financial institution receives your CST URL, user ID, and passwords from your Project Manager. This is FIS' product and is used by FIS Customer Service Representatives as well. A shortcut to the CST login pageis found in Management Console via Partners. The Super User for Internet Banking can grant other financial institution administrators access to this shortcut. Note: Access to CST is restricted by IP address. CST contains 2 years of Bill Pay history. CST utilizes a security feature called Cross-site Scripting (XSS) protection. As a result, you cannot enter the following special characters on any CST page: < > “ ( ) ^ \ ; In addition, you may only use the forward slash ( / ) when entering a date format such as MM/DD/YYYY. If a CST page is submitted and contains a special character, an alert box appears and you must delete the character.

5. Set Up Challenge Questions Upon login you are prompted to set up security questions that allow you to reset your password when locked out of CST.  You are prompted to provide answers to four unique challenge questions. Each answer must be at least five characters long and cannot be associated with your user ID or password.You can opt to provide answers to the challenge questions at another time by selecting Remind me later, but the setup must be completed before you can use the Change Password feature.

6. Change Password Tool If you forget your password, click the Change Password link on the login screen (see page 4). After entering your User ID, you are randomly presented two out of the four challenge questions previously set up. After answering the questions correctly you can create a new password. A password can only be changed once in a 24-hour period.

7. My Profile In the top right corner of the Launch Page, all CST users see a My Profile link where they can change their password and some profile information including their email address, phone number and fax number.

8. CST Launch Screen • The left navigation links are: • Launch • Administration • Operations • Support Pages (Terms to Know, FAQs and How do I… links)

9. Customer Search • Security Groups needed to perform all activities in this section: • CSR Warehouse • CSR Engine – Client Level (High, Medium or Low)

10. Launch Screen Search Options • Search options include: • Customer • Organization • Service Requests

11. Customer Detail & Snapshot • Security Groups needed to perform all activities in this section: • CSR Warehouse • CSR Engine – Client Level (High, Medium or Low)

12. Customer Search Step 1: Select “Customer” in the Search for menu and enter the consumer’s information to search (fill in at least one field to search). Note: Searching by name requires both first and last name. Step 2: Click Submit.

13. Customer Detail The Customer Detail screen provides information on general consumer information, contact information, funding accounts and more. On the left side, administrators access Page Activities, Related Pages, Related Tools and Support Pages. Note: If the customer search results in more than 250 records, a warning screen recommending the user refine their search. If only one match is found the Customer Detail screen appears (shown here).

14. Customer Detail - Top • Use the Customer Detail screen to verify the consumer’s identity. • To return to the search screen, click Return to Launch in the upper left hand corner of the screen. • The CST user can also view or add comments to this consumer’s profile and view the contact history. Note: CST uses two databases to display consumer and payee information. The Warehouse database provides current information stored with FIS, you should use the Warehouse when verifying the consumer.

15. Customer Detail - Middle A CST user can view the funding account information, service level, transaction limits, Bill Pay account information and audit information. Tip: Click the Show additional information links to display more info about that section of the consumer’s profile.

16. Customer Detail - Bottom A CST user can also see the last time the consumer’s profile was changed and the contact history. Contact Historycaptures every time an administrator accesses the consumer’s Bill Pay account and what specific actions were performed.

17. Customer Detail – Page Activities • You should not use the following links as they do not apply to your product: • Request Password • Change customer detail (EXCEPTION: used to increase or decrease the consumer’s limits) • Change service level • Add additional contact (EXCEPTION: If you want a secondary person to have the ability to call and inquire about the primary Bill Pay consumer’s account.) • Deactivate customer Warning: You should not update any personal information (including choosing a new Bill Pay plan) nor close an account using CST. To update this information, go to Billpay User Profile Maintenance within Management Console and make the appropriate changes (the information will copy to CST).

18. Customer Detail – Related Pages/Tools • Links include, but are not limited to: • Add/View Customer Comments: Comments on the consumer’s profile • Funding Accounts: List of funding accounts used for Bill Pay • Pending Payments: List of all pending payments • Payment History: List of completed payments • Customer Payees: List of Payees • Customer Bills: List of e-bills • Servicerequests: Requests issued for this consumer • Customer Email Notifications: Emails sent to the consumer • Funding Account Management: Add, edit and delete funding accounts • SWTS: Ability to view (possibly update) items on the front end for the consumer

19. Customer Snapshot • The Customer Snapshot page consolidates a consumer’s key information: • View a consumer’s profile, pending and historical payments, recent service requests, and payee information all in one location. • Access details for a specific payment or service request directly from this page. • Access the Customer Snapshot page via the View dropdown on the Launch page, or under Related Pages on any customer-related screen.

20. Customer Snapshot The Customer Snapshot page is divided into the following two sections.

21. Customer Snapshot - Profile The top portion of the page contains important information about the consumer and their personal account. Some uses of this section include verifying funding accounts and reviewing recent account activity. This section is organized into the following tabs:

22. Customer Snapshot – Additional Information The bottom part of the page contains data on account activity. This section is helpful to look up a recent or pending payment, to check on the status of an existing service request, and more. For any table, click a specific row to access the detail screen; for example, click a payment on the Payment History tab (shown below) to access the Payment Detail screen. The search feature is available on each tab, which brings you to that specific search page in CST. This section is organized into the following tabs:

23. Pending Payments and Payment History • Security Groups needed to perform all activities in this section: • CSR Warehouse • CSR Engine – Client Level (High, Medium or Low) • .

24. Pending Payments Scenario: Mike Money calls in to ensure that he scheduled his payment correctly to Southern Lawn Maintenancefor $75.00 on 10/05/11. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Pending Payments. Step 3: If there are multiple pending payments, click appropriate payment to pull up Pending Payment Detail. • Tip: To find the payment faster, either click a column header to sort or click the Perform new search link under the Page Activities to narrow the search criteria.

25. Pending Payment Detail • Questions answered here: • What is the payee name and account number? • What funding account was used? • Is the payment manual or part of an automatic model? • What is the confirmation number for the payment?

26. Payment History Scenario: Cindy Cashier sent a $50.00 gift to her niece Caroline for her birthday on 10/06/10 and wants to know if it was cashed yet. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Payment History. Step 3: Click on appropriate payment to pull up Payment Detail. • Tip: To find the payment faster, either click the column headers to sort or click the Perform new search link under the Page Activities to narrow the search criteria. • Note: • History is stored for two years. • A search for Payment History returns a maximum of 1000 payments.

27. Payment Detail - Check • Check payments display: • Check sent to the payee AND • Check cleared by the payee • Funding account information • Questions answered here: • Was my payment sent and when? • When did the consumer set up the payment? • Did the payee cash the check? • Can the consumer issue a stop payment?

28. Payment Detail – Check (cont’d) A CST user can view check images for checks that have cleared within the last 90 days. In the Image Viewer, command buttons include Save, Print, Rotate, Zoom in or out, View front/back/both sides of the check and Increase or decrease contrast. • Security Groups that can access check images: • CSR Engine Low • CSR Engine Medium • CSR Engine High

29. Payment Detail - Electronic • Areas to review • Payment method • Payee funds • More (displays funding details such as trace and routing numbers) • Customer funds • Initiated date • Questions answered here: • Was my payment sent and when? • When did the consumer set up the payment?

30. Pending Payments/Payment History – Practical Applications • 1. A consumer calls to ask if the check that was sent to Sears on 10/06/10 for $50.00 has cleared. The consumer’s name is Mike Money. • Has the check cleared? • Can the consumer open a stop payment service request? • What date was the check sent? • What is the address on file for Verizon?

31. Pending Payments/Payment History – Practical Applications (cont’d) • 2. A consumer calls to ask how their payment to AT&T Residential Long Distance for $74.99 on 9/29/10 was sent. The consumer’s name is Mike Money. • Was the payment sent via check or electronically? • What date was the item processed? • What is the confirmation number for this payment?

32. Pending Payments/Payment History – Practical Applications (cont’d) • 3. A consumer calls to confirm that their payment to American Express on 9/29/10 was received. The consumer’s SSN is 555-55-5054. • What is the amount of the payment? • What is the name of the funding account associated with this payment? • Is this payment part of an automatic model or is it a (one-time) manual payment?

33. Customer Payees • Security Groups needed to perform all activities in this section: • CSR Warehouse • CSR Engine – Client Level (High, Medium or Low)

34. Customer Payees Scenario: You want to view a list of all of the payees that Debbie Deposit set up on Bill Pay. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Customer Payees. Step 3: Click on appropriate payee to view the Customer Payee Detail (optional). Tip: You can click the Printable version link on the left navigation.

35. Customer Payee Detail A CST user can view additional payee information including address, status, lead time etc. Payee maintenance history - View a side-by-side comparison of the information originally entered for the payee versus the current information Payment history for this payee – View a list of completed payments Pending payments for this payee – View a list of pending payments

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37. Customer Payee/Payment Management • Security Groups needed to perform all activities in this section: • CSR Warehouse • Customer Payee Maintenance • Customer Payment Maintenance

38. Customer Payee/Payment Management Overview A CST user can manage a consumer’s payees and payments within two areas of CST. Essentially, a CST user can do everything for a consumer that the consumer can do on the front end of Bill Pay. • Customer Payee Maintenance allows a CST user to: • add, edit and delete payees • change email notifications • manage categories • Customer Payment Maintenance allows a CST user to: • view a list of all payments • schedule manual and recurring payments • change payment options Suggested Users: We recommend that access to these features are kept with the main administrator.

39. Customer Payee Management A CST user can: • View/Change the payee details • Add a payee (Business/Person) • Manage categories

40. Customer Payee Management – Payee Details To view/change payee and email notification information: Step 1: Click on Payee Details on the Customer Payee Management screen. Step 2: Click the change information link to update payee info OR Step 3: Click the change information link to modify the eBill status or change notifications link to modify email notifications for the payee. Note: A CST user can also delete or deactivate a payee on behalf of the consumer.

41. Customer Payee Management – Add a Payee To add a payee: Step 1: Click on Add a Person or Add a Business on the Customer Payee Management screen. Step 2: Enter payee information or search the payee database. Step 3: Click Add payee link to save the information.

42. Customer Payee Management – Manage Categories To manage categories or add a new category: Step 1: Click Manage Categories on the Customer Payee Management screen. Step 2: Enter category information to update and Save changes OR Step 3: Click the Add a new category link to create a new category.

43. Customer Payment Management A CST user can: • View Bill • Add Notes • Edit/Cancel Payments • Add Payment(s) • Change Payment Options Click on Add Payments to begin the process of scheduling a manual payment or adding a recurring payment. The workflow and options are the same as on the front end.

44. Customer Payment Management – Edit/Cancel a Payment To edit a payment: Step 1: Click the Edit linkon the Customer Payment Management screen. Step 2: Edit the payment information and click Save Changes. To cancel a payment: Step 1: Click the Cancel linkon the Customer Payment Management screen. Step 2: Review the disclosure and confirm the deletion by clicking OK.

45. Customer Payment Management – Add Payment(s) To add a payment(s): Step 1: Click Add Payment(s) link on the Customer Payment Management screen. Step 2: Select the payee(s) that you want to pay and click the Schedule Manual Payment(s) link OR click the Add automatic payment link.

46. Customer Payment Management – Change Payment Options To update the payment option for a payment: Step 1: Click Change Payment Options linkon the Customer Payment Management screen. Step 2: Click Change payment options next to the payment you want to change. Step 3: Update the payment option information and click Save changes.

47. Customer Bills • Security Groups needed to perform all activities in this section: • CSR Warehouse • View Bill

48. Customer Bills Scenario: You want to view a list of all of the e-bills that Mike Money is currently receiving through Bill Pay. Step 1: Verify the consumer’s identity in Customer Detail. Step 2: Click on Customer Bills. Step 3: Click on appropriate bill to pull up Customer Bill Detail (optional). • Statuses: • Inbox/New – New bill, not yet paid • Outbox – Payment is pending against the bill • Paid – Payment processed • Filed – Consumer filed the bill • Deleted – Consumer deleted the payee • Types: • E-bill – Biller sends the bill electronically to FIS • Scraped – FIS logs into the payee website and scrapes a copy of the bill to present through online Bill Pay

49. Customer Bill Detail Hyperlinks: Payee:payee detail for the payee that is associated with this bill View Bill Image: view the same image of the bill as the consumers see

50. Payee/Payment Management and Customer Bills – Practical Applications 1. If you wanted to change the email notifications that are sent with American Express, what link do you need to click? 2. If you wanted to cancel a payment in CST, what link do you need to click? 3. Find the Discover Card Services customer bill received on 09/06/10 for Terry Teller. The SSN is 555-55-5055. a. What is the minimum and total amounts due for this bill? b. What is the payment due date? c. What is the status of this bill? d. What type of bill is this? 4. What does the customer bill status “Outbox” mean? 5. What are the types of bills as they appear in CST?