JHA Payment Solutions
OneClick Product Training... 1 Optional Services and Features... 2 Enrollment Process... 2 Landing Page... 3 Messages... 4 IVR Number... 4 Attention Required... 4 Add a Payee... 5 Display Options and Payee List... 5 Pending... 6 History... 6 Add a Payee... 7 Pay a Company... 7 Pay a Person... 8 Email (Electronic)... 8 Direct Deposit (Electronic)...14 Mail a check...15 Pay a Bank or Credit Union...16 Loan or Credit Card...16 Checking or Savings Account...17 Hide Payee...17 Show Hidden Payees...18 Manage Payees...18 Scheduling Payments...22 One-Time Payments...22 Processing information...23 Rush Payments...25 Three Types of Rush Payments...25 Recurring Payments...28 Pending...30 History...33 Pay a Person...35 Transfers...35 Add Account...36 Schedule Transfer...36 Gift Pay...37 Add Recipient...38 Send a Donation...39 Send a Gift Check...40 Calendar...42 My Account...43 Pay-From Accounts...44 Add Accounts...44 View Accounts...45 Personal Information...46 Contact Information...46 Secondary Account Holder...47 Short Text for Mobile Devices...47 i 1999-2017 Jack Henry & Associates, Inc.
Security Information...48 Change Password...48 Add/Remove Challenge Phrases...48 Bill Pay Alerts...49 View Reminders...50 Payee Categories...50 Add Categories...50 View Categories...51 Help...52 ii 1999-2017 Jack Henry & Associates, Inc.
OneClick Product Training consumer bill pay product is designed to help subscribers manage their bills and account information. Please provide a copy of this guide for each employee who views the training. OneClick Recording http://www.billpaysitedemo.com/demos/oneclicktraining/fv/ The services within this training may not apply to your institution, depending on what options you have enabled for your subscribers. Learning Objectives This training is designed to guide in the understanding of: How subscribers manage their bill pay account. The different types of payees subscribers can add. The process of adding payments, both single and recurring. Special features to monitor bill pay activity with alerts. Your role as an administrator for items that require approval. Recommended Audience This training is intended for employees of your financial institution who: Assist with subscriber support for internal bill pay needs. o Support/Operations staff, to include Subject Matter Experts, Support Supervisors and/or Managers Are responsible for training your internal employees (Admins = Train the Trainer). Contact FI Support for Assistance Our Financial Institution Support Team is here to assist you regarding bill pay functionality, MASTER Site or general questions about subscriber accounts. To speak to a member of our FI Support Team, call 877-434-4729, chat or submit a jsource case. Hours of Support: Monday-Friday, 7:30 a.m. - 8:30 p.m. ET When calling, please choose from the correct option to direct your inquiry: 1. Assistance with subscriber payments 2. Assistance with MASTER Site, technical issues, stop payments or payment cancellation Subscriber s Point of Contact If is providing support for subscribers, they have two methods of contacting us for assistance: chat and phone. If the FI is providing support, only their number displays. Hours of Support: Monday-Friday, 7:30 a.m. - 2:00 a.m. ET o Chat o Phone - Each FI has their own IVR number for support. 1 1999-2017 Jack Henry & Associates, Inc.
Optional Services and Features Specific services can be turned On or Off via MASTER Site or by contacting FI Support. Enrollment Process Subscribers fill out an enrollment form to get started with bill pay. 2 1999-2017 Jack Henry & Associates, Inc.
Landing Page Subscribers can view and manage their bill pay account. Please note: The screens you see in this guide are subject to change. To verify the layout of your bill pay site, please contact your Coordinator. 3 1999-2017 Jack Henry & Associates, Inc.
Messages The secure message center allows subscribers to receive broadcast messages from the FI (sent via MASTER Site) and individual messages from, when is providing Tier 1 support. This includes Payment Inquiries. Messages display for 180 days, or until the subscriber deletes them. IVR Number The institution IVR number (assigned by your Coordinator) displays on each page of the bill pay site in the top right-hand corner. If the institution provides their own support, their number is listed. Attention Required Subscribers see Attention Required when actions must be taken. This includes: Returned Payments Outstanding Check Activate Account (Payee or Transfer) Unlock Email Payee Verify Transfer Account (Inbound Transfer) Troubleshoot ebill 4 1999-2017 Jack Henry & Associates, Inc.
Add a Payee Allows subscribers to add payees to the bill pay site. Display Options and Payee List Subscriber s payees are listed in alphabetical order with the option to schedule payments. All - Displays a full list of the subscriber s payees. Last 30 Days - Displays payees that have a payment within the last 30 days. ebills - Displays payees enabled for ebill. Company - Displays payees added as a company. Individuals - Displays payees added as a person. Inactive - Displays payees added in the last 28 days where no payments were scheduled or payees that have not been paid in the last 181 days. Hidden - Displays payees subscribers chose to hide by clicking the minus button to the left of the payee name. Search your payees - Allows subscribers to search for their payees by the payees full or partial name or nickname. 5 1999-2017 Jack Henry & Associates, Inc.
Pending Transactions scheduled to process within the next 45 days are displayed. History Transactions processed or paid within the last 45 days are displayed. 6 1999-2017 Jack Henry & Associates, Inc.
Add a Payee Subscribers add payees to the bill pay system. Pay a Company When adding a company, the subscriber enters information from their statement. The bill pay platform attempts to locate a payee match based on that information. Newly added payees are placed at the top of the payee list with a New indicator for the remainder of the bill pay session. 7 1999-2017 Jack Henry & Associates, Inc.
Pay a Person There are three options to add a person as a payee: Email o The recipient provides their account information through a secure process. Direct Deposit o The subscriber provides the recipient s account information. Check o A check is mailed to the recipient. Email (Electronic) This option can be turned Off for individual subscribers via MASTER Site. Subscriber is required to provide the payee s email address. The payee receives an email with a secure link that requests security validation and their account information. Account information passed behind the scenes and is not available to the subscriber at any time. 8 1999-2017 Jack Henry & Associates, Inc.
Input the Payee s information: Name, Phone Number, and Email Address Create a Keyword This is a word or phrase created by the subscriber that is communicated to the payee. The payee is required to enter this as a measure of security. When entered correctly, the system prompts them to enter their bank account information. The subscriber can view the keyword when they edit the payee. 9 1999-2017 Jack Henry & Associates, Inc.
Activate the Payee Payee is activated by a one-time, system-generated code. Subscriber can choose to activate payee now or later. They are unable to schedule payment until the activation process is complete. Activation Process Payee activation is an additional security feature for higher-risk payees: A Person Bank or Credit Union o o Transfers Checking and Savings options always require an activation code. Loan and Credit Card only require an activation code if we are unable to locate a match in the payee database. Activation Code Details This is a one-time, system-generated code. The activation code is specific to each payee and expires if the subscriber: o Requests a new code for the payee. o Ends the bill pay session. The subscriber is unable to choose a delivery method if their information has been changed within the last 30 days. o This does not include information from enrollment, changed via MASTER Site, or changed by. o This is an additional option that must be enabled by your Coordinator. Payments cannot be scheduled until this step is complete. Activation Code Steps Select the preferred delivery method to receive the activation code by phone, email, or text. 10 1999-2017 Jack Henry & Associates, Inc.
Enter Activation Code into field and click Next. An email is sent to the payee from which they must enter: Keyword Account information o o Payee Site Sample Screen The payee has nine days to enter their keyword and account information. Scheduled payments cannot process until the payee enters their account information. 11 1999-2017 Jack Henry & Associates, Inc.
Payee Locked Out Email payees can be locked out for entering the keyword incorrectly three times. After the third lockout (nine total failed attempts), the system deletes the payee. After the initial lockout (three failed attempts), the system automatically unlocks the payee after 24 hours. The subscriber has the ability to unlock them through/by: Clicking Attention Required Clicking the payee s name from the landing page Contacting Support if is providing Tier 1 support Contacting the Financial Institution directly if is not providing support 1-3 failed Attempts Payee Locked out Automatically unlocked after 24 hours 4-6 Failed Attempts Payee Locked out for the 2 nd time or or Subscriber unlocks via Attention Required or by selecting the payee s name from the landing page Contacting Support Team if support is provided -or- Contacting the Financial Institution directly if support is not provided. Subscriber unlocks via Attention Required or by selecting the payee s name from the landing page If the payee enters the correct keyword at any time up to the 8 th attempt, the payee is directed to enter in their account information. or Contacting Support Team if support is provided -or- Contacting the Financial Institution directly if support is not provided. 7-9 Failed Attempts On the 9 th failed attempt, the payee is deleted. The subscriber can re-add the payee and begin the process again. 12 1999-2017 Jack Henry & Associates, Inc.
To unlock the Payee via the Bill Pay site: Option 1: Click unlock beside the payee s name under Attention Required. Option 2: Click the payee name from the landing page, then Unlock Payee. 13 1999-2017 Jack Henry & Associates, Inc.
Direct Deposit (Electronic) The subscriber can add a person to receive ACH deposits if they have their direct account information. *Routing numbers are validated for the external institution. 14 1999-2017 Jack Henry & Associates, Inc.
Mail a check Subscriber must enter the payee s address. 15 1999-2017 Jack Henry & Associates, Inc.
Pay a Bank or Credit Union Subscribers can pay a bank or credit union for a loan, credit card, checking or savings account. If Transfers is not available, checking and savings do not display. Activation Codes o Checking and Savings options always require an activation code. o Loan and credit cards only require an activation code if the system is unable to locate a match in the payee database. Loan or Credit Card 16 1999-2017 Jack Henry & Associates, Inc.
Checking or Savings Account Subscribers are directed to Add a Transfer Account page to add their checking or savings account details. Hide Payee Subscribers can hide payees by clicking the icon to the left of each payee s name on the Payment tab. Payees remain hidden until subscribers take action to show them. Scheduled payments and reminders are not affected by hiding the payee. 17 1999-2017 Jack Henry & Associates, Inc.
Show Hidden Payees Under the Hidden display view, the icon allows the subscriber to show a payee again. This returns the payee to all other display views. Manage Payees Payees are listed on the landing page. Subscribers manage their payees by clicking on the payee name. 18 1999-2017 Jack Henry & Associates, Inc.
The last four digits of the payee s account number display with the payee s name. 19 1999-2017 Jack Henry & Associates, Inc.
Edit Payee allows subscribers to change the payee account information or delete the payee. Schedule a payment allows subscribers to schedule single, rush, or recurring payments. 20 1999-2017 Jack Henry & Associates, Inc.
Add Reminder allows subscribers to receive reminders to schedule payments. *Subscribers can download their reminders into Microsoft Outlook. 21 1999-2017 Jack Henry & Associates, Inc.
Scheduling Payments Subscribers are able to schedule one-time, rush, or recurring payments. One-Time Payments Subscriber selects a Pay-From Account, Amount, and Payment Date. The first available payment date is prefilled. Payment Date Calendar 22 1999-2017 Jack Henry & Associates, Inc.
Process date Deliver by date The day the funds are pulled from the subscriber s account for electronic payments and checks. Draft checks are also printed on this day. The day anticipates the payee should receive the payment. Processing information offers two processing methods, Process Date and Deliver by Date. Payments process Monday through Friday at 3:00 p.m. ET. Process Date Using this method, subscribers choose the day they want their payment to process. Electronic Payments: begins verifying the funds on the process date and time. o Once the funds are verified, pulls the funds and sends the payment to the payee. The payment usually arrives in 1-3 business days. o If the funds are not available, attempts to verify the funds at the next processing cycle. When funds are not available after the second attempt, the payment is canceled. Draft Checks: A check payment where funds are drawn on the subscriber s account number. o Subscriber s checking and routing numbers are printed on the check. o The funds are not withdrawn from their account until the payee cashes the check. o Checks usually arrive in 3-7 business days. Deliver by Date Allows the subscriber to choose a due date and the system calculates the process date so the payment arrives on time. Electronic: The process date is automatically chosen two days prior to the due date. Check: The process date is chosen based on payment history and location of the payee. 23 1999-2017 Jack Henry & Associates, Inc.
Click Pay to schedule a one-time payment, Review all payments to review single or multiple payments before submitting or Submit all payments to schedule multiple payments at once. A confirmation screen shows the subscriber they successfully scheduled their payment(s). 24 1999-2017 Jack Henry & Associates, Inc.
Rush Payments Rush Delivery guarantees the payment is delivered within one or two business days. This is an optional feature that can be offered to subscribers. It can be turned Off for a subscriber via MASTER Site. Not all payees accept rush delivery payments. Rush Delivery only displays when available for the payee. Subscribers select a Pay-From Account and Amount, then click Rush Delivery. Three Types of Rush Payments $14.95 (Draft Check) Next business day $9.95 (Draft Check) Second business day $4.95 (Electronic) Second business day These payments are guaranteed to be delivered by the specified date. If payment is not delivered by the specified date, the subscriber may be refunded up to $50.00 in late fees. 25 1999-2017 Jack Henry & Associates, Inc.
Processing Fees & Funds Check Rush Payments (Draft checks): Fee is debited on the Process Date and the funds are released from the subscriber s account when the payee cashes the check. Electronic Rush Payments: Fee and funds for the payment appear as two separate debits on the subscriber s account on the Process Date. 26 1999-2017 Jack Henry & Associates, Inc.
Subscriber must agree to the Fee Debit Authorization in order to schedule the rush payment. 27 1999-2017 Jack Henry & Associates, Inc.
Recurring Payments Subscribers can set payments to be paid automatically on the frequency of their choice: Weekly Every other week Every four weeks Monthly Every other month Twice monthly Every three months Every six months Annually 28 1999-2017 Jack Henry & Associates, Inc.
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Subscribers can receive alerts when there is one payment remaining in the series. *See Alert section below. Pending Pending displays transactions (payments, gift pay and transfers) scheduled to process in the next 45 days. These transactions can be edited or stopped. View more directs subscribers to the full pending transaction list with additional details. 30 1999-2017 Jack Henry & Associates, Inc.
Edit Options: Edit Pay-From Account Edit amount Edit payment date Stop payment Single 31 1999-2017 Jack Henry & Associates, Inc.
Recurring 32 1999-2017 Jack Henry & Associates, Inc.
History History displays transactions processed in the last 45 days. View allows subscribers to access the timeline of the payment. View more directs subscribers to the full history list with additional details. Payment history is stored for 18 months. Subscribers can submit a Payment Inquiry if a payment needs research. Payment inquiry option is only available if is providing Tier 1 support. o researches the payment. o Subscriber receives a secure message from within 1-2 business days. o FI can view inquiries on MASTER Site. 33 1999-2017 Jack Henry & Associates, Inc.
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Pay a Person The Pay a Person tab easily navigates subscribers to the options for adding a person. These are the same options when adding a payee from the Payments tab. Email o The recipient provides their account information through a secure process. Direct Deposit o Subscribers provide the recipient s account information. Check o A check is mailed to the recipient. Transfers An optional feature that can be offered to subscribers. 35 1999-2017 Jack Henry & Associates, Inc.
Two Types of Transfers: Outbound Transfers (most common) - Transfers funds from subscriber s account at the bill pay institution to their account at another institution. Inbound Transfers (must be purchased separately) - Transfers funds from an outside institution to their account at the bill pay institution. Add Account Subscribers add accounts in their name at other institutions. These accounts require an activation code. Schedule Transfer Subscriber selects a From account, To account, Amount, and the transfer Date. Multiple transfers may be scheduled at one time by clicking Add another transfer entry. 36 1999-2017 Jack Henry & Associates, Inc.
Gift Pay Subscribers can send donations to charities and gift checks to individuals for special occasions. These payments are draft checks. The funds are not withdrawn from their account until the payee cashes the check. 37 1999-2017 Jack Henry & Associates, Inc.
Add Recipient To add a recipient for a gift check or donation, subscribers enter the recipient s name and address. 38 1999-2017 Jack Henry & Associates, Inc.
Send a Donation Subscribers can send a personalized donation to a charity or organization. Fee is $1.99 per donation *The fees for using gift pay debit the subscriber s account on the process day. Draft check sent to charity/organization. Donation can be sent in honor or memory of someone. Personalized email can be sent to as many as four email addresses. 39 1999-2017 Jack Henry & Associates, Inc.
Send a Gift Check Subscriber can send a personalized gift check to an individual for a special occasion. Fee is $2.99 per gift check. *The fees for using gift pay debit the subscriber s account on the process day. Draft check sent to individual. Personalized gift check and message. Enter the details of the payment and select the occasion. Select a gift check design. 40 1999-2017 Jack Henry & Associates, Inc.
Personalize a message. Review gift check and submit. 41 1999-2017 Jack Henry & Associates, Inc.
Calendar The calendar provides a snapshot view of bill payment activity for an entire month. The calendar has two display formats: Month and List. Both calendars are interactive and allow the subscriber to access their reminders, pending transactions, and history. o o The Month view directs subscribers to the details for the specific day. The List view directs subscribers to the details for the specific transaction or reminder. The bill pay site calendar is screen reader compatible when using the list display. The subscriber can also view previous months, as well as look ahead to upcoming months. 42 1999-2017 Jack Henry & Associates, Inc.
My Account Subscribers have several options to assist in managing their bill pay account. Change Password only appears for Dual Sign-On (DSO) institutions. 43 1999-2017 Jack Henry & Associates, Inc.
Pay-From Accounts Subscribers can request to add additional accounts they have in their name at the bill pay institution. Add Accounts FIs have to Approve or Reject new Pay-From Accounts on MASTER Site. 44 1999-2017 Jack Henry & Associates, Inc.
View Accounts Subscribers can view a list of their pending and approved Pay-From Accounts. They have the option to: o Change the Nickname. o Change the Default Pay-From Account. o Delete the Pay-From Account. Deleting a Pay-From Account stops all pending transactions associated with it. 45 1999-2017 Jack Henry & Associates, Inc.
Personal Information Subscribers can update their contact information, add a secondary user, and provide ipay Solutions with their cell phone number and provider to enable text message alerts. Contact Information Subscribers update their primary contact information including their address, phone numbers, and email addresses. Updated contact information is posted on MASTER Site in case online banking information needs to be updated. 46 1999-2017 Jack Henry & Associates, Inc.
Secondary Account Holder The primary user can add a secondary user to the bill pay account. This allows the secondary user to call or chat for support with call center. Secondary account holders can only be added and viewed here. Secondary users must be approved by the FI. o A request is sent to MASTER Site to approve or reject. only assists callers who are listed on the bill pay account. Short Text for Mobile Devices Subscribers provide with their mobile number and carrier, allowing them to receive text alerts. 47 1999-2017 Jack Henry & Associates, Inc.
Security Information Change Password Allows subscribers to change their bill pay password. It only appears for FIs utilizing Dual Sign- On (DSO). Add/Remove Challenge Phrases Four challenge phrase questions are required at all times. Subscribers must add another challenge response in order to remove one. Subscribers can be locked out for answering two challenge responses incorrectly, three times each. o If is providing support, subscribers receive a pop-up advising them to contact support for assistance. o Subscribers can also be unlocked by their FI via MASTER Site. 48 1999-2017 Jack Henry & Associates, Inc.
Bill Pay Alerts Alerts allow subscribers to monitor activity and be proactive with detecting fraud. Alerts can be sent by: Email Text message Both Notify me when a payee or transfer is added to my bill pay account cannot be unchecked. 49 1999-2017 Jack Henry & Associates, Inc.
View Reminders Displays current reminders. Reminders are added from the Payments tab after clicking the payee s name. Payee Categories Add Categories Subscribers can manage multiple payees by creating personalized categories. Pre-populated categories are available to newly enrolled subscribers. 50 1999-2017 Jack Henry & Associates, Inc.
View Categories Subscribers can click Edit to view the details of the category. Payees who have not been assigned to a category appear under Unassigned. o To move payees to a specific category, re-assign the payee to a new category from the drop-down list on the right. 51 1999-2017 Jack Henry & Associates, Inc.
Help Provides answers to assist subscribers with the most frequently asked questions. The list is based on the services the institution offers. 52 1999-2017 Jack Henry & Associates, Inc.