section 6: cst administration

Intuit Financial Services UniversityFIS Bill Pay Certification Training

(Due Date Model)

Section 6:

CST Administration

Bill Pay Certification

Section 6: CST - Administration

© 2012 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY.

Section Objectives

This section prepares you to understand how to set up financial institution staff with access to the Customer Service Tool (CST) so they can assist Bill Pay consumers.

Specifically, you will learn:

how to set up CST users and their permissions how CST users update their profile how to run reports on CST activity




CST Administration Overview




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?

•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 …




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 page is 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 can not 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.




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.




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.




CST Launch Screen

The left navigation links are: 1. Launch2. Administration3. Operations4. Support Pages (Terms to Know, FAQs and How do I… links)




Administration

SA High: Allows access to the Administration link in order to create CST users. SA Highs can also view/update/delete CST user’s security access privileges.

SA Low: Allows access to the Administration link in order to reset a CST user’s password and/or create a new starter password.

System Administrators: FIS creates the SA High/SA Low Security Groups during implementations.

Notes:• If you need to add/update additional System Administrators after

implementations, call Intuit Financial Services Service and Support to request the change.

• Only System Administrators and CST users that have the ability to view or administer reports have access to the Administration link on the left hand side of the Launch screen.




The System Administrator-High can:

• View Client Access Group• Create User Roles• View User Roles (includes the ability to edit roles)• Create CST User• View CST User (includes ability to edit users)

Administration (cont’d)

Tip: Depending on your initial setup, you cannot set up the System Administrator with all of the CST functions. If this is the case, and you need the added permissions, you must set yourself up with another ID and assign the appropriate permissions.




Administration – View Client Access Group

This screen displays information about the following:

• Financial institutions included in the client access group• Prefixes associated to those organizations• IP address information




This page intentionally left blank.




CST Roles




Customer Service Reps.

A Security Administrator – High must first enable CSR Warehouse before they can assign any additional permissions under the CSR-Customer header or the View Bill permission under the CSR-Payment/Service Request header.

The System Administrator cannot assign more than one of the following: CSR Engine High, Medium or Low.

CSR WarehouseAllows a CST user to access all customer inquiries, except Bills. Also allows a read-only See What They See (SWTS).

CSR Engine High -Client

Allows a CST user to perform all customer related services – Can also bypass the requested timeframe to submit Payment Not Posted service requests

CSR Engine Medium - Client

Allows a CST user to perform all customer related services

CSR Engine Low -Client Allows a CST user to perform all customer related services

Additional Security Groups are located at the end of this Section.




Administration – Create User Role

To create a user role:

Step 1: Click the “Create User Roles” link on the Administration screen.

Step 2: Enter a Role name.

Step 3: Enter a brief description of the role.

Step 4: Assign the Security Group permissions.

Step 5: Click the Submit button.

See CST Appendix for

Security Group Permissions.




Administration – View User Roles

To view the user roles already created:

Step 1: Click the “View User Roles” link on the Administration screen.

Step 2: Click the user role you want to view.

Step 3: View the user role details and/or click the function you want to perform on the left navigation.




To change a user role:

Step 1: Click the “Change user role” link on the User Role Detail screen.

Step 2: Make the appropriate updates.


Administration – View User Roles – Change User Role




Administration – View User Roles – Delete User Role

To delete a user role:

Step 1: Click the “Delete user role” link on the User Role Detail screen.

Step 2: Click the Delete button.




Administration – View User Roles – Add Users to Role

To add users to a role:

Step 1: Click the “Add users to role” on the User Role Detail screen.

Step 2: Check the box next to the name of the CST user you want to assign to the role.

Step 3: Click the Add button.




CST Users




Administration - Create CST UserTo add a new CST user:

Step 1: Click the “Create CST Users” link on the Administration screen.

Step 2: Select the prefix “RHF3” and assign the ID suffix.

Step 3: Enter all remaining information.

Step 4: Select the role you want to assign the user to OR choose the various Security Groups by checking the box next to the permissions.


CST Password Criteria• a minimum eight characters and contain at

least one letter and one number• not a duplicate of the previous 16

passwords• not have three identical consecutive

characters• not the same as the user ID• not the same as the user ID in reverse• not contain the first and/or last name of

the user




View CST Users

To view, update, delete or replicate a CST user:

Step 1: Select “View CST Users” from the Administration menu.

Step 2: Enter the User ID, Name, Employee ID or Security Group.

Step 3: Click the Search button.




To change, delete or replicate a CST user, click the appropriate link on the left navigation.

View CST Users - CST User Detail




To change a CST user, update the appropriate information and click the Submit button at the bottom of the screen.

View CST Users - CST User DetailChange CST User




View CST Users - CST User DetailDelete CST User

To delete a CST user, verify the correct user’s profile displays and click the Delete button at the bottom of the screen.




View CST Users - CST User DetailReplicate CST User

To replicate a CST user, enter the required information and click the Submit button at the bottom of the screen.




CST My Profile




All CST users can change their password and some profile information including their email address, phone number and fax number.

My Profile




Administrators & Reports – Administration - Practical

Applications1. Which type of administrator is allowed to create new CST users?

2. True/False – A Security Administrator Low can reset another CST user’s password.

3. What is the minimum character requirements for a CST user’s password?

4. What are the three password expiration duration options the Security Administrator-High can set for each CST user?

5. Which permission should you assign in order for a CST user to have the ability to add a funding account on behalf of a consumer?

6. Which two permissions should you assign in order for a CST user to have the ability to view downloadable and security reports?

Note: Some answers are found in the Appendix.




Security Groups needed to perform the following activities in this section:

•Administer Reports: Turn on/off reports for the financial institution

•View Reports: View Downloadable Reports

•View Security Reports – Client: View Security Reports

CST Reports

Refer to the Post Work URL for the Quick Tip Sheet on CST Reports.




Step 1: Click on the “Administration” link in the left navigation.

Step 2: Click on the “Administer reports” link under the Reports heading.

Step 3: Select the report that you want to turn on (or off) for your financial institution and click the Submit button.

Administrate Reports





Step 2: Click on the “View reports” link under the Reports section.

Security Reports

Note: Audit reports are not applicable to Intuit Financial Services’ clients.

Step 3: Select the radio button next to “Security reports” and click the Continue button.




Step 4: Highlight the desired report.

Security Reports (cont’d)


report definitions.

Step 3: Choose either a month or date range.

Step 4: Choose additional search criteria.





Step 6: The report is displayed on screen.

Security Reports (cont’d)





Step 2: Click on the “View reports” link under the Reports section.

Downloadable Reports

Note: Audit reports are not applicable to Intuit Financial Services’ clients.

Step 3: Select the radio button next to “Downloadable reports” and click the Continue button.




Downloadable Reports (cont’d)Step 4: Select a Timeframe.

Step 5: Select the report you want to view.

Step 6: Click the Submit button (not shown).


report definitions.




Step 7: The report you requested appears on screen.

Downloadable Reports (cont’d)

Step 8: The system prompts you to download the report.





Sample: Debit Returns

Sample: Serv Reg Aging-Pmt Inquiries




Administrators & Reports – Practical Applications

1. What report do you create to see what access privileges a particular CST user has?

2. What report do you create to see all of the returned items for the financial institution for the report day?

3. What report do you create to see if a stop payment service request was closed for a particular day?

4. What report do you create if you want to see all of the open payment inquiry service requests as of a specific day?

Note: The answers are found in the Appendix.




Section Objectives - RECAP

In this section, you learned:

how to set up CST users and their permissions how CST users update their profile how to run reports on CST activity




CST Appendix




CSR Warehouse Allows a CST user to access all consumer inquiries, except Bills. Also allows a read-only See What They See (SWTS).

CSR Engine High – Client Allows a CST user to perform all consumer related services – Can also bypass the requested timeframe to submit Payment Not Posted service requests

CSR Engine Medium – Client Allows a CST user to perform all consumer related services

CSR Engine Low – Client Allows a CST user to perform all consumer related services

Security Groups: Customer Service Representative

Note:

• A Security Administrator – High must first enable CSR Warehouse before they can assign any additional permissions under the CSR-Customer header or the View Bill permission under the CSR-Payment/Service Request header.

• You cannot assign more than one of the following: CSR Engine High, Medium or Low




Change Warehouse Customer Password

N/A

Customer Payee Maintenance Allows a CST user to add, update, and delete consumer payees.

Customer Payment Maintenance Allows a CST user to add, update, and delete consumer payments.

Full Access SWTS Allows a CST user to view the consumer’s Bill Pay website using the See What They See (SWTS) feature and to perform the same updates as the consumer.

Security Groups: CSR - Customer




Funding Account Maintenance – Client

Allows a CST user to add new funding accounts for an existing Bill Pay consumer and perform all other funding account-related maintenance such as approve funding accounts.

OFX Inquiry and Log Viewer N/A

Update Customer Identity – Client Allows a CST user to update the consumer’s name and social security number. Also allows a user to enroll a new consumer

Update/Deactivate Customer – Client

Allows a CST user to update the consumer’s demographic information, transactions, and daily limits, deactivate a consumer, and upgrade/ downgrade a consumer’s service level.

Security Groups: CSR – Customer (cont’d)




Security Groups: CSR-Payment/Service Request

Process Collection N/A

Process Credit Return N/A

View Bill Allows a CST user to view a consumer’s bill online

View Service Request Summary Allows a CST user to access the Service Request Summary screen




Administer Reports Allows a CST user to turn on and off various downloadable reports for a financial institution

View Contact History Reports Allows a CST user to view the contact history reports

View Reports Allows a CST user to view downloadable reports

View Security Report – Client Allows a CST user to view CST user security reports for the consumers at the financial institution

Security Groups: Reports




Security Groups: Organization

Create Broadcast Communications N/A

Update Organization Transaction Limit – Client

N/A




Security Reports

Report Name Description

New Users Lists all new CST users (admins) and the corresponding user ID of the administrator who created the user.

User Updates Lists modifications made to a CST user's profile and the corresponding user ID of the administrator who made the change.

User Summary Lists a summary of each CST user's access privileges and the corresponding user ID of the administrator who last changed the password.

Invalid Logons Lists all CST users who made at least one invalid logon attempt.

Invalid User Activity

Lists all CST users who attempted to enter invalid characters on a CST page.




Downloadable Reports

Report Name Description Frequency

Inactive CSP Customers

Identifies all CSP users that have an active Bill Pay account, but have not accessed the Bill Pay system in more than 90 days as of the report date.

Monthly

Inactive Engine Customers

Identifies all CSP users on the processing engine that have an active Bill Pay account, but have not had a processed payment transaction in more than 60 days as of the report date. In addition, consumers that have not made a payment in the past 90 days are also identified with an additional indicator.

Monthly

CPP Large Transaction Identifies all CPP users that have processed and completed payments over the CPP Large Transactions Report Limit of $3000.

Daily





Suspended Payment Report

N/A Daily

AV Proc and Declined Pymts Rpt

Identifies any payments that were suspended for an invalid address status that were processed or declined.

Daily

CSP Active Customers Report

Identifies all CSP users whose Bill Pay status is not closed.

Monthly

Delete FA Active Customers

N/A Daily

New CSP Customers Identifies all CSP users or small businesses enrolled in Bill Pay since the last daily report was generated.

Daily

New CSP Funding Accounts

Identifies all CSP user funding accounts added since the last daily report was generated.

Daily

Enrollment Approval Statistics

N/A Monthly

Contact History Report Summary report of all the actions reported by contact history performed in CST for the previous month.

Monthly





OFAC Consumer Suspect Listing

Identifies all consumers/contacts identified as suspects during the OFAC verification process as of the report day.

Daily

OFAC Payee Suspect Listing

Identifies all payees identified as suspects during the OFAC verification process as of the report day.

Daily

OFAC Cleared Reported Cons

Identifies the compliance representative’s decision to clear or report a consumer/contact as a result of the OFAC verification process as of the report day.

Daily

Invalid Payee Address – Suspended Payments

Identifies any payments that were suspended because they were made to payees identified as having invalid addresses.

Daily

OFAC Cleared Reported Payees

Identifies the compliance representative’s decision to clear or report a payee as a result of the OFAC verification process as of the report day.

Daily

Suspended Payment Report

Identifies all of the payments that are suspended as a result of the OFAC verification process as of the report day.

Daily





Retention Report - Client

N/A Daily


N/A Weekly


N/A Monthly

MIHBS Org Password Expiring

N/A Daily

MIHBS Org Password Expired

N/A Daily

Serv Req Aging – Pmt Inquiries

Identifies all non-closed payment inquiry service requests as of the report day.

Daily

Closed Serv Req – Pmt Inquiries

Identifies all payment inquiry service requests that were closed that report day.

Daily

Closed Serv Req – Stop Pays

N/A Daily

Credit Return Aging Rpt

Identifies all non-closed credit return service requests as of the report day.

Daily




Closed Credit Return Rpt

Identifies all credit return service requests that were closed that report day.

Daily

Debit Returns Identifies all debit returns as of the report day for an organization.

Daily

Collections Aging Identifies open collection items by age as of that report day.

Daily

Collections Closed Identifies all closed collection items as of that report day.

Daily

Serv Req Aging w Addr-Pmt Inq

Identifies all opened payment inquiry service requests. It includes the same information that is on the Serv Req Aging Pmt Inquiries report, in addition to the consumer’s primary address information.

Daily

Closed Serv Req Aging w Addr-Pmt Inq

Identifies all payment inquiry service requests that were closed that report day. It includes the same information that is on the Serv Req Aging Pmt Inquiries report, in addition to the consumer’s primary address information.

Daily

SR Change Priority Identifies all the service requests escalations from the previous day.

Daily






Monitor Payment Change

List all CST users (administrators) who created, modified, and deleted payments.

Weekly

Monitor Payee Change

List all CST users (administrators) who created, modified, and deleted payees.

Weekly

section 6: cst administration

Documents