This guide walks through both the Bank’s experience in setting up a new client to complete the Client Account / Operating Account application as well as the Client’s initial experience. Note that Bank users will only interact with the Bank Experience sections. Client Experience is included for additional visibility into how the process works for clients.
Create the New Client who is completing the Client Account Application. Navigate to Clients and select +Create Client to Create the new Client Profile
Enter Client Company and Primary Contact details and save.
From the newly created client profile Add Client User(s).
Adding Client Users will immediately send an invite to the client asking them to set up their account. This will also generate the Client Account / Operating Account email to be available once the client logs in for the first time. Do not create Client Users unless you are ready for the client to begin their application process.
To create a Client User enter User Information (First name, Last name, Email) and select Create User.
Once the client user is created the Client Account / Operating Account application will be immediately available to the client once they create their account and log in. You do not need to send the Client Account / Operating Account application to new clients. Recommended to hold off on sending any other Applications from the Applications page to the client until they have started the initial application if they are a new client just starting the process.
When the client first logs in they will be prompted to Start the onboarding process.
This will load in the Client Account Application. Once the client selects Start Discovery the Client Admin who created the client & all Application Reviewers will be notified the client has started.
Application will load and the Client can begin filling it out.
Client will have several Application Sections to provide information & documentation.
Example of Company Information Application Section.
Example of Company Activities Application Section.
Example of Financial Information Application Section.
Example of Ownership Application Section.
Example of Key Personnel Application Section.
When the client has answered all required questions, they will have the option to Submit the Application.
Upon Application Submit the Client Admin who created the Client as well as all Application Reviewers will be notified the Client has submitted their Application.
If the client needs help on a particular field or wants to ask a question, they can use the Need Help? Link to submit a question. The Client Admin and All Application Reviewers will be notified of a question and can respond to the client. More than one response can be sent and all responses will be viewable from All Messages.
The Applications Dashboard will provide Bank Users with visibility into all in progress, under review, as well as completed client applications. As the client makes progress responses and tracking will be available in real-time. Bank users can view the details of the application while the client is working on it.
- Active: Applications which are New, in Progress, Submitted, Under Review, or have Changes Requested will be in the Active tab
- Completed: Applications which have been reviewed and accepted or denied will be in Completed tab
Active Application Statuses:
- New: New Application sent to client, not started
- In Progress: Application started by client, in progress not submitted
- Submitted: Application completed by client and submitted, pending review
- Under Review: Application submitted by client and put Under Review by a Reviewer at the Bank
- Changes Requested: Application Under Review where Reviewer has requested changes to the Client (add additional information, upload a correct document, etc.)
Below is an example Notification received by Client Admin (who created client) and Application Reviewers of a Client submitting a Question.
Bank Users can navigate to the question from the client via the link in the email, or directly from the Application.
The Client will have to respond to all required questions, but it’s still possible they might provide incomplete or incorrect information.
Reviewers have the option to Request Changes to any fields in any Section of the Application. This will send a notification back to the client with the details of the requested changes and allow the client to edit only those fields which were selected. Clients will not be able to modify any other previously submitted information.
From any section of the Application select Request Changes:
Select the field(s) where you’re requesting the client make changes.
Add a message to the client about the requested change and select OK.
The Client will be notified, and the status of the Application will be updated to Changes Requested.
Once the client corrects the changes, they can resubmit their application and the Reviewer who Requested Changes will be notified of the changes submitted.
When it’s time to complete the final review the application Users with Application Reviewer permissions can move an Application to Under Review when ready to begin the review process.
The Reviewer will review each section, having the option to request further changes if needed. After the application has been reviewed and any internal discussions/decisions it’s time to Accept or Deny.
An Application should be Accepted only once the decision has been made to move forward with the Client.
If, for any reason, a decision has been made to not continue with the client the Reviewer can Deny the Application which will end the process for the client for now. A Client may be able to receive another application in the future if that decision is made.
Clients will be notified at Application Accept or Deny and the decision is final.
All Messages between the Bank and the Client will be visable through All Messages on the Application Page.
Updated 8 months ago