HAND-DRAWN LEARNING UNIT

In's and out's of Xperience

Atento-Jack Henry

Start

Introduction

index

Introduction

The products you will be using

There are multiple platforms we use for servicing our members. Understanding which product is which can be very beneficial. Understanding what products do can aid in trouble shooting and assistance by knowing which platform is causing issues.We have four products that we use to assist members with their banking needs: Xperience, jhaCallCenter, Episys and Synapsys.

Xperience

Xpereince

Our call center application as a whole houses all of our call center products and is the main interface we use for servicing our members.

You will use the same credentials as your VDI to log in.

Xperience Launch Screen

Products

You will need to open the following prooducts from the Xperience tab at the beginning of every shift:

• Agent Desktop
• Call Center

To open thesed products, navigate to Products> jhaCallCenter. Then click on each of the functions listed.

Agent Desktop

Agent Desktop

Connecting Agent Desktop

Successfully Connected

Needs to Be Connected

At the beginning of each shift, you will need to connect Agent Desktop. If you do not do this, Xperience cannot communicate with Genesys, and Credit Unions will not auto-populate when you get a call!

Connecting Agent Desktop

• Click the button that says "+ Connect."
• Enter your username (@jhacorp.com) and password.
• Enter your Octa auth code
• Once successfully completed, Agent Desktop will show "Connected, and the button text changed to X Disconnect."

jhaCallCenter

How does it work?

Select the right Credit Union

Our search engine for finding and authenticating our client's members while servicing their calls. It handles our desktop software for communicating with our automatic call routing systems.

Ensure the right FI is selected in episysuser. If you cant find the FIs check the release and make sure it says "release 2017"

Gather information

Collect information to pull up the members account. Best info: Account number or social.

Name format

If you input the members name into the name field, enter it as: (last), (first). Ex: Doe, John.

Keep it simple

Do not fill in every field, this could cause you to not find the member. Keep it to one form of information to search for.

Search

Hit search and locate the account you require from the list that populates. Reminder: Do not forget to click the (+) button when selecting account!

jhaCallCenter Detailed

Full Picture:

• Telephone bar must always remain empty
• Only search for one criteria at a time
• Make sure you are on the right Credit Union
• If having a hard time searching for member by name, shorten the search parameter. Instead of searching "Anderson, Michelle" try "Ander, Mich"
• Always make sure you search (last name), (FIrst)

Which account to choose?

Once you pull up a member, you will be able to see their accounts. In order to identify which account to click on, consider:

• ALWAYS remember to click the plus icon to view all available shares within that account
• Be mindful that authentication questions will only be in relation to the share you have selected
• Pay attention to the ownership status of the acocunt we are accessing. We should not be accessing the account if the status is a beneficiary.

Synapsys

Wrap-Ups

Service event needed

Service event not needed

Click the wrap up button.

Click the wrap up button.

Select AH Call Center

Select AH Inquiry

Choose the subcatagory that fits the call

Choose the subcatagory that fits the call

Click this paper icon to add the event

Click this paper icon to add the event

Double click on the event

Right click and add comment on the event

Type your comment and hit "submit"

Type your comment and hit "submit"

Hit the "Save And Exit" button and youre done!

Select "Save And Go Back" button

Hit "Call Wrap-Up" button and youre done!

Viewing previous requests

The process of looking back

If there is a situation where you may need to look back at previous events to assist a member with a problem, these are the steps you take:

Select the events section

once the page loads you can see all the events that have been created for the member

select the event that you want and youre set! Once done, just close the tab it loads in.

Episys

Episys in short

Episys is where all account and member information is viewed/maintained. Once done in an account, close Episys.

Balances/transfers

To see the transactions that cause the difference look at the Transaction History and the Holds. Holds = Pending Transactions (The funds have been subtracted from the total and on hold waiting for the Merchant).

What you need to know

Balances vs Available Balance: For the Primary Savings Account the difference in Balance vs Available that is typically the Member's Share in the Credit Union. For the other accounts the difference in Balance vs Available is: Balance is Current Balance (End of Business Day Balance the day before) Available is the Balance Available for the member to spend.

Transaction codes

Transaction codes

For most monetary transactions, the transaction code box is used to process them. There is a wide variety of codes that can be used and all FI's will have walkthroughs available for what codes are appropriate for the specific transaction and step by step guides for completing them.

Where to put the code

General Credit union code list

Common transaction codes

Once you are in Epysis you can input a code to start a transaction in the bottom left side of thr screen where you will find a type bar that says transaction codes beside it.

Putting the codes together makes the code "command" that tells the system what you are wantign to do. Here is a list of common codes we use. feel free to note these.

There are a dozen different codes that we use within Epysis, take the time now to take note of these codes if youd like.

spec files

what is a spec file?

Spec Files are built in tools customized directly by the FI for completing certain processes. Anytime a spec file is needed, step by step instructions on how to use that spec file will be provided on the Credit Unions Walk Through page. Most spec files will be able to be located directly in the drop down, but they can be manually typed. However, SPEC FILES ARE CASE SENSITIVE. ALMOST ALL SPEC FILES MUST BE DONE IN IQ, NOT THE MAIN ACCOUNT PAGE.

360 View

What is 360 View?

360 View allows us to see all accounts that the member owns. Shown below is the break down of how to read 360 view within Episys.

iq (manage account records)

What are account records?

Also referred to as the IQ Tree , a significant amount of account information can be obtained here. Clicking on an account record will expand the window and give detailed information for each record. The amount of information inside can vary per FI, so having a general idea of what information is within each types of records can be very beneficial for making assumptions on where information is and navigating these records quickly.

Intro to functions

your functions:

Transaction History

Remaining Payment

File Maintanance History

ATM Dialog

Loan Payoff

ACH Warehouse

Card Wizard

We will be doing a functions activity later (:

voiding transactions

If you need to void a transaction, please get leadership such as a supervisor or trainer to void the transaction for you.

What to do if you need to void a transaction:

Voiding a transaction may sometimes be necessary if a mistake is made with a transfer. Voiding a transaction is important over simply moving funds the opposite direction as it can lead to conflicts with transfer regulations and cause unnecessary confusion for both agent and member within the ledger.

telephone banking

What is telephone banking?

Telephone banking refers to the automated telephone banking line members can call in to perform basic teller transactions with an Interactive Voice Response system (IVR). The only assistance we have access to at the contact center is unlocking Telephone Banking and resetting pins. Both can be found in walkthroughs for that specific credit union

For most Credit Unions the pin for telephone banking can be reset under the preference record. CMS will say for certain where to access these records. A select few will use spec files.

Example 1

Example 2

debit card limits and travel notes

2-Lorem ipsum dolor sit amet

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&

Limits

limit increase

Current Limits on the account can be found directly within the card record. Limits are tracked in 3 different ways POS = Limit for Debit Based Transactions Auth = Limit for Credit Based Transactions ATM = Limit for ATM Transactions We should always reference CMS to see specifics regarding debit card limits. Searching CMS for "Limit Increase" will give detailed instructions, as well as further instructions if these limits can be changed by

Limit increases, If we can complete, can vary depending on the FI. Some FI's edit the record directly in the card record and some use a spec file to update. Always check CMS and Walkthrough pages.

Travel notes

Travel notes are another process that can vary depending on FI. The CMS process will give details on how to complete. These will appear in CMS as "Travel Exceptions"

In-Depth Loan Records

In-Depth Loan Records

While basic information can be viewed regarding loans in the main account screen, accessing the loan record directly can provide significantly more information about the account. Information found here can include things such as the original balance of the loan, how many payments they have made, how many times they've been late, their interest rates, and etc.

Extras

Extras

Here are a couple extra tips (:

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Learning sessions - 02

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Learning sessions - 02

Correct!

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Learning sessions - 02

question 3-5

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Learning sessions - 02

Correct!

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Learning sessions - 02

question 4-5

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Learning sessions - 02

Correct!

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Learning sessions - 02

question 5-5

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Learning sessions - 02

Correct!

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Learning sessions - 02

oops! Wrong answer

Why don't you try it again? Be brave!

Learning sessions - 02

congratulations!

You have answered everything correctly

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• Et harum quidem rerum facilis est et expedita distinctio. Nam libero tempore cul soluta nobis est eligendi optio

Summary

Learning sessions - 03

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+Introduction

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+Goals

+Contents

Learning sessions - 03

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+Key ideas

+Example

+Reflect

self-evaluation

question 3-5

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D. Lorem ipsum dolor sit amet consectetur

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Solution

Learning sessions - 03

write a title here

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+Info

Learning sessions - 03

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Lorem ipsum dolor sit amet

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Sed ut perspiciatis unde omnis laudantium

+Key ideas

+Example

+Reflect

Learning sessions - 03

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Learning sessions - 03

write a title here

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Lorem ipsum dolor

Lorem ipsum dolor

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+Key ideas

+Example

+Reflect

case study resolution

write your title here

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• Mail: Lorem ipsum dolor sit amet aliquet purus
• Drive: Consectetur adipiscing elit dignissim auctor
• Dropbox: Sed do eiusmod tempor incididunt ut

Check

Summary

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Key ideas

Secondary ideas

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2. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo.
3. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla.
4. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est.

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+Info

self-evaluation

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Start

self-evaluation

question 1-5

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Write the correct option here

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Write the wrong option here

Write the wrong option here

self-evaluation

Correct!

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self-evaluation

question 2-5

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self-evaluation

Correct!

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self-evaluation

Correct!

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self-evaluation

question 4-5

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Write the wrong option here

Write the wrong option here

Write the correct option here

Write the wrong option here

self-evaluation

Correct!

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self-evaluation

question 5-5

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True ✓

False

self-evaluation

Correct!

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self-evaluation

oops! Wrong answer

Why don't you try it again? Be brave!

self-evaluation

congratulations!

You have answered everything correctly

Lorem ipsum dolor sit amet

• Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua.
• Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.
• At vero eos et accusamus et iusto odio dignissimos ducimus qui blanditiis praesentium voluptatum deleniti atque corrupti
• Dolores et quas molestias excepturi sint occaecati cupiditate non provident, similique sunt in culpa qui officia deserunt.
• Et harum quidem rerum facilis est et expedita distinctio. Nam libero tempore cul soluta nobis est eligendi optio

Summary

for more information

Bibliography

Links of interest

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Resources page 1

Author's Name (2013), Book title. Place of publication: Publisher.

Resources page 2

book title lorem ipsum

Author's Name (2013), Book title. Place of publication: Publisher.

Resources page 3

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Resources page 4

Author's Name (2013), Book title. Place of publication: Publisher.

Resources page 5

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Author's Name (2013), Book title. Place of publication: Publisher.

Reflect on what you have learned

good job!

+Info

learning unit completed

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