Transcript The consumer will be unable to use bill pay.

CheckFree RXP by Fiserv
Certification Training
Table of Contents
Topic
Section
Overview and Processing
1
Bill Payment Activation & Maintenance
2
Consumer Experience
3
Management Console Reports
4
PartnerCare: Overview
5
PartnerCare: Security Administration
6
PartnerCare: Research
7
PartnerCare: Case Management
8
Client Connect
9
Proprietary and Confidential
Bill Pay Certification
Course Objectives
By the end of this course, you will learn how to use and manage bill pay in
order to launch and run an effective bill pay program at the financial
institution.
Specifically, you will learn:

Fiserv's terms and processing details

how consumers opt to begin using bill pay and the approval process for
the financial institution (if applicable)

the features and functionality of the bill pay front end

the reporting available in Management Console

how to support bill pay with PartnerCare

the additional reporting available via Fiserv's Client Connect site
Section 1: Overview and Processing
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Section 1:
Overview and
Processing
Intuit Financial Services University
Bill Pay Certification Training
Bill Pay Certification
Section Objectives
By the end of this section you will learn:

the technical requirements needed to access bill pay

the key terms for bill pay

Fiserv's payment processing details (remittance methods, debit returns
procedures, etc.)
Section 1: Overview and Processing
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Bill Pay Certification
Technical Requirements
•
The screens of Bill Pay are designed to support a resolution of
1024 x 768 pixels or higher.
•
You must enable Java in your browser.
•
You must enable cookies in your browser.
•
You must have 128-bit encryption in your browser. (Note: All current
browsers are 128-bit encrypted.)
•
A list of support browsers and operating systems are found on the
Client Site (www.diclientsite.com) under the “Client Support” 
Troubleshooting Browsers Supported section.
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Bill Pay Certification
General Terms to Know
•
Bill Payment Processor – Intuit Financial Services' partner for bill pay
•
Fiserv – Intuit Financial Services' partner that provides this bill pay
service to financial institutions
•
CheckFree RXP– the name of Fiserv's bill pay service
•
Consumers – your bill pay customers or members
•
Host – the financial institution's core processing system or data
processing vendor (DPV)
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Bill Pay Certification
CheckFree RXP Terms to Know
•
Sponsor – the financial institution
•
Subscriber – the bill payment consumer
•
Partner Care Rep/Admin – the financial institution employee with PartnerCare
access
•
eReg record – file that contains a consumer’s profile information used to activate
and maintain Bill Pay for the consumer
•
Biller/Payee – the company or person that the consumer is paying through bill pay
•
Electronic Bill/e-Bill – an electronic version of the consumer’s statement/bill with
the biller
•
Automatic Payments – a payment set up by the consumer with specific payment
instructions to be applied to all payments for a specific biller
•
Single Payment – a single, one-time payment that requires the consumer to enter
an amount and a due date
•
Bill Reminders – periodic bill payment alerts that notify the consumer when a bill
is due
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Bill Pay Certification
Bill Pay Tools
Front End
•
Fiserv's consumer interface for bill pay that allows the consumer to
schedule bill payments online.
PartnerCare
•
Fiserv's administrative system that allows the financial institution
to access bill pay processing information in order to
research/troubleshoot consumers' bill pay issues.
Management Console
•
Intuit Financial Services’ administrative system that allows the
financial institution to maintain consumer's bill pay e-Reg records
and generate reports regarding bill pay.
Client Connect
•
Fiserv's secure client extranet that allows the financial institution to
access additional information, documentation, and reporting on
CheckFree RXP bill pay.
Section 1: Overview and Processing
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Bill Pay Certification
Reasons to Use Bill Pay
Of all relationship deepening features, online bill pay has the greatest effect
on retention. Studies have shown that bill pay consumers are 50 percent
less likely to leave their financial institution. Therefore, let your consumers
know about the following:
• On Time & Secure Payment Guarantees - Fiserv covers any latepayment related charges (up to $50.00) should a payment arrive after its
due date, as long as the consumer scheduled the transaction in
accordance with Fiserv’s terms and conditions.
• Pay closer to the due date - With certain billers, the consumer can
schedule a same day or next day payment (depending on the biller’s
relationship with Fiserv and the consumer’s risk level).
• Only have to remember one set of login credentials – If consumers
pay their bills via the financial institution's Internet Banking site, they only
have to remember one user ID and password.
• Save time and money – Consumers can stop spending money on
stamps and time running back and forth to their mailbox. With bill
payment, consumers can pay all of their bills in a few simple clicks
without having to get up from their computer.
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Bill Pay Certification
Restrictions on Use

Weekends/Holidays - Payments are only processed on days when
the Federal Reserve is open for business. Therefore the system will
not allow for a single payment's due date to be scheduled for a
weekend or holiday. (Important: Recurring payments that fall on a
weekend or holiday will process on the previous business day.)

Payment Amount Limits - The amount of bill payment transactions
must be at least $1.00 but not greater than $99,999.99 (per
transaction).

Restricted Payments - Tax payments, court ordered payments, and
payments made outside of the U.S. and its territories (APO, FPO,
Guam, and U.S. Virgin Islands) are restricted.
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Bill Pay Certification
Payment Method Selection
Each time a bill payment is processed, Fiserv evaluates the consumer as
well as the payment to determine the level of risk on Fiserv's part in remitting
the payment on behalf of the consumer.
• Each consumer is evaluated every four months based on their payment
history. Positive payment history (no debit returns) results in a lower risk
level for the consumer and translates into a higher rate of electronic
payments. The consumer's initial risk level is set by the consumer's FICO
soft credit score pulled upon the consumer opting-in to bill pay.
• Each payment is evaluated via a patented process. Some possible criteria
used by Fiserv are:
• Is the biller set up to receive electronic payments?
• Does the biller have a reversibility agreement with Fiserv?
• What is the dollar amount of the payment?
Depending on the assessed risk of the consumer and payment, Fiserv will
uses one of the following three types payment options to remit money to
billers:
• Electronic
• Single Check
• Draft Check
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Bill Pay Certification
Risk Based Remittance Methods
If Fiserv determines that the consumer/payment is low risk , then Fiserv will
send the payment via one of the following methods:
Electronic – an electronic payment sent through the Federal Reserve with
the consumer's biller account number listed
Single Check – a paper check drawn against Fiserv's corporate checking
account
These payment methods are considered risk based on Fiserv's part because
Fiserv releases the credit to the biller without knowing whether or not the
consumer has the available funds in their account to cover the debit. After
Fiserv sends the payment to the biller, Fiserv debits the consumer's bank
account (via ACH) on the payment date that the consumer specified (i.e. the
date that the payment is expected to arrive at the biller). This transaction is
seen in the consumer's account history as "Online Pmt“ and includes the
payee’s name as well as Fiserv’s ACH ID 9500000000 (this is not
customizable).
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Bill Pay Certification
Non-Risk Based Remittance Method
If Fiserv determines that the consumer/payment is high risk , then Fiserv
will send the payment via:
Draft Check – a paper check drawn against the consumer's DDA/checking
account at the financial institution
This payment method is not considered risk based on Fiserv's part because
Fiserv is not drawing money from one of Fiserv’s accounts. Instead, Fiserv
sends a check to the payee that is drawn against the consumer’s bank
account. When the payee deposits the draft check, the consumer's bank
account is debited. This transaction is seen in the consumer's account
history as "DDA Regular Check" with a link to the check image (if the
financial institution has check imaging).
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Bill Pay Certification
Process Date
Because the remittance method is not determined until a payment begins to
process, it is recommended that consumers login and schedule their
payments at least 4 business days in advance of the due date.
Scenario: The consumer has a bill that is due on Friday. Therefore
the consumer should login to bill payment by midnight Eastern on Monday
and set up the single payment to be due on Friday.
MON
TUES
WED
THUR
FRI
Here is a behind-the-scenes look at what happens when a bill is processed:
1. On Tuesday night / Wednesday morning Fiserv starts the processing
procedure for that bill.
a. Single checks or draft checks are sent to the post office on
Wednesday morning.
b. Electronic payments are sent out Wednesday night /Thursday
morning.
2. The funds are received by the biller on Friday.
3. Fiserv takes the money out of the consumer’s account on Friday.
(NOTE: If the payment was sent via draft check, the consumer will be
debited once the biller deposits the check.)
Canceling: If the consumer needs to cancel this payment, it must be done by
midnight Eastern on Monday via the front end of bill payment or by midnight
Eastern on Tuesday via PartnerCare.
(This scenario varies for same day and next day payments.)
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Bill Pay Certification
Debit Return Process
If Fiserv sent a payment to the payee electronically or via single check,
Fiserv will debit the consumer’s account for the amount of the payment on
the payment’s due date. If that debit is returned, Fiserv will begin their
collection process. NOTE: The collection process varies depending on the
payee type (reversible vs. non-reversible) and the return code
(insufficient/uncollected funds vs. some other return reason).
Please refer to the resource page for sample copies of Fiserv’s debit
return/collection letters and emails. (In the case of more than one rejected
debit, Fiserv sends one email per rejected debit, while it mails a single
letter referencing all rejected debits.)
Fiserv may assess a service fee for each attempted debit that is returned.
These fees will be billed to the financial institution, or Fiserv can be
responsible for passing these charges on to the consumer. This decision is
made during implementations. If the charges are passed on to the
consumer, they will be assessed 5-7 days after the debit return. This
charge shows up in the consumer's account history as a “Payment
Services” (not customizable). Details on Fiserv service fees can be found in
the financial institution's contract.
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Bill Pay Certification
Non-Reversible Payees – Return Reason Codes:
R01 (Insufficient Funds) or R09 (Uncollected Funds)
If the first debit attempt is returned for reason code R01 (Insufficient Funds) or
R09 (Uncollected Funds):
1. The consumer will receive “NSF1” letter and “ENSF1” email which
informs the consumer that their debit was returned and that a second
attempt to debit the account will be made.
2. Fiserv debits the consumer’s account a second time.
If the second debit attempt is returned:
3. The consumer will receive “NSF2” letter and “ENSF2” email which
informs the consumer that their debit was returned and Fiserv has sent
the debt to the Collections team.
4. Fiserv freezes/ suspends the consumer’s account .
NOTE: The consumer will be unable to use bill payment.
5. The consumer will receive “FOZ” letter and “EFOZ” email which informs
the consumer that their payments have been paid but they will be
unable to use bill pay as their account will be placed in a frozen status.
The consumer is instructed on how to submit their money to Fiserv as
well as how to contact Fiserv to unfreeze the account.
6. Fiserv will send the debt to their Collections team which will attempt a
third debit.
If the third debit attempt is returned:
7. The consumer will receive “COL1” letter and “ECOL1” email as a first
collections request . Then “COL2” letter and “ECOL2” email is sent as a
second collections request. These letters/emails request payment to be
made and warn the consumer that Fiserv will send their info to a law
firm if payment resolution is not made.
If Fiserv does not receive payment through their Collections team:
8. The consumer will receive: “CNCL” letter and “ECNCL” email as the
final collections request before the situation is turned over to a law firm.
This letter informs the consumer that their bill payment service has
been cancelled.
Section 1: Overview and Processing
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Bill Pay Certification
Non-Reversible Payees – Return Reason Codes:
Other than R01 or R09
If the first debit attempt is returned for a reason other than R01 (Insufficient
Funds) or R09 (Uncollected Funds):
1. Fiserv freezes/ suspends the consumer’s account.
NOTE: The consumer will be unable to use bill pay.
2. The consumer will receive “FOZ” letter and “EFOZ” email which
informs the consumer that their payments have been paid but they
will be unable to use bill pay as their account will be placed in a
frozen status. The consumer is instructed on how to submit their
money to Fiserv as well as how to contact Fiserv to unfreeze the
account.
3. Fiserv will send the debt to their Collections team.
4. The consumer will receive “COL1” letter and “ECOL1” email as a first
collections request . Then “COL2” letter and “ECOL2” email is sent
as a second collections request. These letters/emails request
payment to be made and warn the consumer that Fiserv will send
their info to a law firm if payment resolution is not made.
If Fiserv does not receive payment through their Collections team:
5. The consumer will receive: “CNCL” letter and “ECNCL” email as the
final collections request before the situation is turned over to a law
firm. This letter informs the consumer that their bill payment service
has been cancelled.
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Bill Pay Certification
Reversible Payees – Return Reason Codes:
R01 (Insufficient Funds) or R09 (Uncollected Funds)
If the first debit attempt is returned for reason code R01 (Insufficient Funds)
or R09 (Uncollected Funds):
1. The consumer will receive “NSF1” letter and “ENSF1” email which
informs the consumer that their debit was returned and that a second
attempt to debit the account will be made.
2. Fiserv debits the consumer’s account a second time.
If the second debit attempt is returned:
3. Fiserv reverses the payment(s) with the payee(s).
4. The consumer will receive “RMNSF2” letter and “ERNSF” email which
informs the consumer that the payment(s) have been reversed by the
payee and their payment(s) have not been paid. The consumer can
continue to use bill payment.
NOTE: The consumer can continue to use bill payment, however
they will have an outstanding payment with the biller. Once
a consumer has incurred a debit return, their status is changed to “High
Risk” and all subsequent payments are sent via draft check for the next
four months. After that time, Fiserv pulls a new soft credit score and
resets the risk limits for that consumer.
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Bill Pay Certification
Reversible Payees – Return Reason Codes:
Other than R01 or R09
If the first debit attempt is returned for a reason other than R01 (Insufficient
Funds) or R09 (Uncollected Funds):
1. Fiserv reverses the payment(s) with the payee(s).
2. Fiserv freezes/suspends the consumer’s bill payment service.
NOTE: The consumer will be unable to use bill payment and will
have an outstanding payment with the biller.
3. The consumer will receive “RMFOZ” letter and “ERFOZ” email which
informs the consumer that their bill payment service has been frozen
and that their payment(s) have been reversed by the payee(s) and
their payment(s) have not been paid. The consumer is instructed to
contact Fiserv to unfreeze the account.
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Bill Pay Certification
Frozen Status
Consumers in a frozen account status are able to view their e-bills. This
feature will not apply to bill payment accounts that have been frozen due to
fraudulent activity.
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Bill Pay Certification
OFAC Screening
Fiserv’s ACH Support Department, within Customer Operations, is
responsible for their OFAC screening process.
The names and addresses of 100% of all payment recipients are
compared to the Specially Designated Nationals & Blocked Persons List
(SDN), published by the Office of Foreign Assets Control (OFAC). The
most up-to-date SDN List is downloaded every day, directly from the U.S.
Treasury’s web-site.
You may read more about Fiserv’s OFAC screening on the Intuit Financial
Services' Client Site:
https://www.diclientsite.com/prodserv/bill_pay_checkfree.html
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Bill Pay Certification
Practical Applications – Processing Payments
1.
How does Fiserv determine how a payment is going to be sent?
2.
How many days does the consumer need to leave for processing?
3.
For payments that are sent either electronically or via single check, when does
the money come out of the consumer's account and when is the Biller paid?
4.
When can the consumer cancel a payment and how?
5.
When would a consumer have a debit return but still be able to use bill pay?
(Questions continue on next page.)
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Bill Pay Certification
Practical Applications – Processing Payments
6.
Today is Feb 1st and the consumer has a bill that is due on the Feb 13th.
When is the last day this bill can be set up in order for the Biller to be paid on
time (not considering next day or same day payments)?
February
Sun
Mon
Tues
Wed
Thurs
Fri
Sat
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
22
23
24
FED.
HOLIDAY
18
19
20
21
25
26
27
28
Section 1: Overview and Processing
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Bill Pay Certification
Section Objectives - RECAP
In this section, you learned:

the technical requirements needed to access bill pay

the key terms for bill pay

Fiserv's payment processing details (remittance methods, debit returns
procedures, etc.)
Section 1: Overview and Processing
Page 24