Business Banking Job Aids Intuit Financial Services University Business Banking Certification...

Business Banking Job Aids

Intuit Financial Services UniversityBusiness Banking Certification Training

Supplement

Business Banking


Intuit Proprietary and Confidential

This post-work section consists of the following information to help you launch, maintain, and sell your Business Banking product:

Pre-Launch Checklist

Launch Checklist

Information on calling officer training

Information on additional training opportunities

Quick Tip Sheets Daily, Weekly, and Monthly Tasks Reports File Processing – ACH & EFTPS File Processing – Wires Client Site

Sales Tip Sheets Tips to Increase End User Adoption Tips to Retain your Business Banking Users Information on Growth and Retention Services Business Banking Adoption Best Practices

Post-Work Content

Business Banking



Strategic Tasks: Determine key players and assign resources for sales, administration, marketing,

training, etc. Build your pricing (look to Intuit Financial Services, competitive analysis, online

research) Map out segments for Business Banking (i.e. tiers of service) Set timeline for operational, marketing, and training tasks, plus Launch date

Operational/Administrative Tasks: Set up the system:

Delegate tasks to other administrators (via FI Admin Profile Maintenance) Establish the End User Password Duration Set up the Policies screen Establish email communications via Workflow Email Routing Create custom messages to display throughout the Customer Platform

Ongoing tasks Add/edit companies Process stop payments, ACH/Wires/EFTPS files Run audit reports on financial institution adminstrators Run reports on companies (recurring and ad hoc for troubleshooting)

Establish testing group (lead administrator + ?) Write documentation such as disclosures, agreements, applications (Intuit Financial

Services provides sample disclosures)

Marketing and Training Tasks: Create marketing plan, including client communications Establish internal training plan Determine end user training approach (Quick Reference Guide, in branch, on-site

at business, etc.) Analyze need for end user seminars Order customized Quick Reference Guides from your Account Manager Order a custom Business Banking demo from your Account Manager

Pre-Launch Checklist

Note that many of these tasks you may have already completed! But we are including all recommendations here.

Business Banking



Training Two administrators attend the classroom certification Appropriate administrators attend the ACH, Reports, and Wires

webcasts on demand as needed. If you have purchased the ACH Pre-Funding product, attend that

webcast on demand. Train staff responsible for referrals Train staff responsible for sales Consult Intuit Financial Services University sales tip sheets Hand out Quick Tip Sheets to appropriate staff Disperse the Quick Reference Guides and Playbooks to staff

Marketing Send out client communication Ensure marketing collateral is ready and in employees’ hands Ensure marketing launch is ready (via radio, newspaper, other channels) Send invites and coordinate agenda/logistics for end user seminars

Additional Documentation: Go to the Business Banking Resources page of the Client Site (https://www.diclientsite.com/university/class/bb-post.asp) to:

Obtain and review soft copies of useful documents, e.g. sample Business Banking Setup Checklist

Obtain access to valuable websites, e.g. NACHA.org, EFTPS.com

Staffing and Responsibilities Ensure financial institution administrators have the URL and login info for

the FI Admin Platform.

Procedures Finalize pricing Finalize workflow for new company set ups Get final approval from attorney, compliance, etc on

disclosures/paperwork

Go Live Checklist

Additional TrainingOpportunities

Business Banking



Employee Education: Sales and product training, onsite at your financial institution! Two identical 4-hour sessions.

Course Objectives: Learn how to convey the features and benefits of Business Banking effectively, in an informed and positive way, in order to sell Business Banking to your commercial customers

Course Outline: During the class, you will view a demonstration of Business Banking, and participate in discussions on topics including:

The Features and BenefitsFrequently Asked Questions and Concerns How to identify prospectsSales Tips

Sales & Product Trainingfor your Calling Officers

End User Seminar: An Intuit Financial Services University trainer will assist you in conducting a seminar for existing Business Banking clients & prospects.

Course Objectives: Learn how to conduct Business Banking seminars effectively to your commercial customers and prospects, using superior presentation skills.

Course Outline: The seminar is planned and presented by a financial institution employee with the Intuit Financial Services trainer in attendance to assist. This allows your financial institution to present the new product to customers and prospects while having the added support of a trainer on-site. Therefore, the outline is determined by the financial institution employee.

Location and Scheduling: Traditionally, financial institutions offer these seminars in one of their branches (before/after hours) and invite existing commercial customers and qualified leads to attend.

Quick Tip Sheets

Business Banking



Billing & Reporting Financial Institution Activity Tracks administrators activity on the FI Admin Platform History: Five Weeks + Current Week

Business Banking Reports

Billing & Reporting Customer Activity Reporting

Tracks commercial client activity on the Customer Platform

History: Five Weeks + Current Week

Steps to create are the same as for FI Activity

Steps to create a report:

1. Saved reports: select “new” or a previously saved report.2. Date Selection: select a specific week or enter a date range.3. Query Selection:

a) check “All Activities” for an unfiltered report OR choose a particular transaction type from a dropdown list.

b) optional: narrow your search by utilizing the Field to Search dropdown and enter the Value.

4. Presentation Selection: a) select Save and assign a title if this is a recurring reportb) choose either Display Data (view report results on screen)

or Download File (report results are in a .csv file)5. Click Submit.

Business Banking



Reports – FI Activity

Suggested Transaction Types on which to create reports:

• ach deleted• customer added• customer deleted• customer updated• eftps deleted• eftps downloaded• nacha approved• stop payment completed• stop payment declined• wire deleted• wire downloadedSecurity reports, such as:

• bad admin login• MFA-related transactions

Business Banking



Reports – Customer Activity

Suggested Transaction Types on which to create reports:

• account transfer• ach initiate batch• ach initiate batch approval• add recurring transfer• add scheduled transfer• eftps initiate approval• eftps payment• represented check initiate batch• wire initiate approval• wiretransfer sent Security reports, such as:

• bad logins• MFA-related transactions

Business Banking



File Processing – ACH & EFTPS

1. If desired, view the pending files on the Process New ACH screen. However, DO NOT approve files. If you click Approve, File Mover will not pick up those files.

2. If you need to stop File Mover from picking up a file, select the file and click Decline. The status changes to Deleted by FI.

3. For any files processed through File Mover:

• Status changes from Approved to Downloaded in the Customer Platform.

• The file moves to Show Backup.

The company does not receive email notifications, neither when the financial institution declines a file, nor when File Mover picks up the day’s files.

File Processing Steps WITH File Mover

File Mover is an engine that runs daily and picks up ALL pending ACH and EFTPS files from your FI Admin Platform and delivers them to your host.

Not all financial institutions are eligible for File Mover: your host must be certified.

Business Banking



File Processing – ACH & EFTPS

File Processing Steps WITHOUT File Mover

If your financial institution is not using File Mover, the FI Admin Platform serves as the warehouse for pending ACH and EFTPS files. Following the steps below, your administrators must download these files and process via your standard ACH processor.

1. In the FI Admin Platform, go to File Processing > Process ACH Files or Process EFTPS Files.

2. Sort by effective date to process files according to NACHA guidelines (with respect to effective date, process credit files 2 days prior and process debit files 1 day prior).

3. View the details by clicking on the magnifying glass.

4. Click on the checkbox next to the batch you want to approve or delete.

5. Click Approve and a Save As prompt appears. Save the file and upload to FedLine or your alternative ACH processing method. This action sends an email notification to company (Company Administrator, Initiator, and Approver all get emails).

6. The wire now appears on the Show Backup screen with a Downloaded status.

7. If declined, the status changes to Deleted by FI. The company does not receive an email notification.

Business Banking



Hints for processing wires:

Save yourself some phone calls! Type in the Bank Reference and Fed Reference numbers on the Show Backup screen. The company sees these reference numbers on Wire Transfer Activity screens.

If you delete a wire, this does not trigger an email back to the company.

File Processing – Wires

Steps for Processing Wire Transfers*

1. In the FI Admin Platform, go to File Processing > Process Wire Transfers.

2. Only process wires with the current date! Enter the current date in the “to” and “from” date fields and click Submit.

3. Review the details of each wire by clicking the magnifying glass icon in the Details column. The beneficiary details aid with your Bank Secrecy and OFAC compliance.

4. You must verify the funds in the debit account and manually debit the account.

5. Click Download and a Save As prompt appears. This action sends an email notification to company (Company Administrator, Initiator, and Approver all get emails).

6. The wire now appears on the Show Backup screen with a Received status.

7. When prompted, save the file, select the location on your computer, name the file and click Save. Process via your wire processing system (e.g. upload the file to FedLine).

*these steps are not applicable if your financial institution has a wire interface for real time processing.

Business Banking



Secure Emails

Suggested Business Banking emails that should go to administrators with S/MIME:

• Photocopy Request

• Check Order Form

• General Email

• Wire Investigation Request

• ACH Reversal (form can be turned off globally)

• Reply Email Address

• Bill Pay Research Request

• Account Research Request

• Cash/Change Order Form

Business Banking



Suggested Messages

Suggested Pages to put Messages (FI Admin Platform > Communications > Messages)

• Account Research – Fees. Turnaround times.

• ACH Batch Template Maintenance – Instructions for selecting PPD or CCD as the Batch Class.

• ACH Initiate Batch – Cutoff times. Non-processing days.

• ACH Re-presented Checks – Cutoff times. Non-processing days.

• ACH Reversal – Fees. Turnaround times. Special guidelines.

• Add EFTPS Payments – Cutoff times. Non-processing days.

• Add Stop Payments – Fees. Turnaround times. Special guidelines. Term.

• Balance Alerts – SRT Runtimes. Account limitations.

• Cash/Change Order Form – Fees. Turnaround times. Special Instructions.

• Check Reorder – Fees. Turnaround times.

• Disc. Privacy – Privacy disclosure.

• Disc. Security – Security disclosure.

• Disc. Terms & Conditions – Terms & Conditions disclosure.

• Message of the Day – Any global message of importance.

• Photocopy Request – Fees. Turnaround times. Check image reminder (if applicable).

• System Disabled Notice – Generic message in case the system is disabled in error. A custom message should be entered each time the system is disabled for a business reason.

• Wire Transfer Initiate Freeform – Cutoff times. Non-processing days.

• Wire Transfer Initiate Template – Cutoff times. Non-processing days.

• Wire Transfer Initiate Template Group – Cutoff times. Non-processing days.

Business Banking



Validation for “Send ACH File” Feature

The system checks the following criteria (as applicable) of the Send ACH file:

1. NACHA formatted: The file must be in Standard NACHA format.

2. Limits: The file’s amounts must be within the established limits for the Company and the user.

3. Effective Date: Date must be at least one business day in advance but not out past the FI’s Effective Date Control setting. NOTE: This validation can be bypassed if the financial institution checks the “Update Invalid effective entry date for ACH Send” box in the FI Admin Platform.

4. ACH ID: If the financial institution is requiring ACH ID validation, the system cross-references the number with the ACH ID table in the FI Admin Platform. NOTE: This validation can be bypassed if the financial institution checks the “Suppress ACH ID Validation” box in the FI Admin Platform.

5. SEC code: The SEC code in the file must been one that was enabled for the company in the FI Admin Platform.

6. Balanced: If the financial institution is requiring that ACH files be balanced, the system checks that the amount of the offsetting transaction equals the sum of the debit/credit transactions in the batch. The system will also check the following details of the offsetting account:• Routing Number: The routing number must match the FI’s Originating

Depository Financial Institution (ODFI) number established during Implementations.

• Account Number: The account number must match an account that has been enabled for ACH processing for the company (in the FI Admin Platform) and user (User Maintenance).

• Transaction Code: This must be opposite of the origination file type (debit /credit).

NOTE: If approval is required at the company, the system will display a message after the upload is successful that the file is pending and awaiting approval.

Sales Tip Sheets

Business Banking



Tip 1: Follow a proven sales process:1) Let commercial clients know about Business Banking during every

interaction2) Comment on the business’s habits, transactions, etc. that would make

them open to using Business Banking 3) Demo the product and/or hand out information (you can order Quick

Reference guides to hand out – see the GRS channel on the Client Site)4) Get them registered on the spot!

Tip 2: Recognize and act on opportunities that allow you to tell the commercial client about Business Banking

“Here is my payroll for file for you to process today.” “I need to order checks. I go through these so fast in paying my staff!””Can you tell me if a check has cleared?”“I need you to transfer funds for me.”

Tip 3: Be Direct Ask commercial clients at every chance if they have heard about Business

Banking.

Tip 4: Train your calling officers. How can they sell it if they don’t know what its benefits are?!

Tip 5: Have a plan for demo-ing the product Purchase a customized demo for your website or purchase the standard demo for your website or on CD or use the standard demo link on the Client Site

Tip 6: Have creative contests or other incentives to encourage commercial clients to sign up for Business Banking.

Join our Growth and Retention Service to get ideas, marketing collateral, etc.

Sales Tips to Increase End User Adoption

Intuit Financial Services University offers sales and product training (“Employee Education”) onsite for your calling officers.

Business Banking



Tip 1: Call new enrollees within 10 days of registering to answer questions/make sure they’ve started using Business Banking.

Tip 2: Encourage use of Business Banking features that help retain users

1) Bill Payment

2) Tax Payments

3) Recurring Book Transfers

4) Balance Alerts

5) Sweeps

Tip 3: Provide stellar service.

1) Set up new commercial clients quickly

2) Ensure all calling officers know the most common FAQs.

3) Set standards on replying to clients’ emails and voice mails

Tip 4: Ask WHY when a user wants to close their Business Banking account. A few probing questions may uncover something that can be resolved and keep the client using Business Banking.

Tip 5: Survey your Business Banking clients on satisfaction to target areas for improvement.

Tips to Retain your Business Banking Clients

Business Banking



Tip 1: Obtain Executive SupportSenior Management sponsorship is a key driver to the success of an Internet channel strategy.

Tip 2: Create Internal AwarenessAn employee who is knowledgeable and excited about Business Banking is a compelling marketing tool. Staff rewards and training are two key elements.

Tip 3: Create Internal PartnershipsBy creating internal partnerships with the departments that can support your efforts in driving online banking adoption, you will be better positioned for success. Such departments include Training, Marketing, Branch Offices, Call Center.

Tip 4: Plan your End User Marketing TacticsOnce you have the support of your executive team and other stakeholders and your employees are trained, you can focus on marketing activities to increase your adoption and usage of Business Banking .

Tip 5: Assess your Pricing TacticsBe sure that you remain competitive with Business Banking pricing and use special pricing promotions to help ensure that your product is enticing to your commercial clients.

Business Banking Adoption Best Practices

Business Banking Job Aids Intuit Financial Services University Business Banking Certification...

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