ACCOUNT CHANGE SCENARIOS
ACCOUNT CHANGE SCENARIOS
●ADULT:
- Drivers license/State ID WITH NEW NAME
- Court order name change document, marriage certificate, marriage license, divorce decree
- For spelling error only, just the State ID
●MINOR:
- Birth certificate, court order, adoption papers or other legal documents
● ACCOUNT MAINTENANCE TEAM WILL OPEN A SECURE LINK IN THE APP WITHIN 4 HOURS FOR YOU TO UPLOAD THE DOCUMENTS NEEDED.
● Manually change the name in Salesforce, which will create a 5 digit case number to be provided to the customer.
● Create a name change case in Salesforce by going to the Details tab and select Name Change
● Confirm the spelling of the new name, enter it, click the check box and select "Create Name Change”
● Once done, give the case number and advise that a member from our account maintenance team will follow up with them once the name has been changed.
● Create a back office ticket through Intercom and use macro “#BeName” and assign it to the debit card inbox.
● If they ask why it takes up to 3 weeks, advise that the account maintenance team needs time to verify the documents they sent.
IMPORTANT REMINDERS:
● We can still open a secure link for them to upload a picture of their legal name change document first while they wait for their new ID with their new name to be delivered or new documents to arrive..
● If they want to wait for their ID to be delivered first so that they can upload the legal name change document and their ID with their new name at the same time, they can call us back for us to open a secure link by sending a back office ticket to the account maintenance team.
●Secure Link in the app has NO EXPIRATION.
VIA APP: IMMEDIATE
1. Click on the menu button in the top right-hand corner of the app
2. Select the “My Profile” section
3. Select “Email” and enter your new email address
4. Enter the last 4 digits of your social security number
5. A six digit verification number will be sent to your new email address and phone number then input the verification number.
BACK OFFICE TICKET: SLA 1-2 BS DAYS:
1. Run the customer through the 5-point verification.
2. Confirm the customers new email address and add the information to the notes section in Salesforce.
3. Inform the customer an account maintenance representative will follow up with them through email to verify additional information.
4. Create a back office ticket through Intercom and use the macro “#BEemail” in the notes section of the ticket. Assign the ticket to the debit card inbox in Intercom. Be sure to include the new email address.
5. Vouched invite link will be sent. ASK THE CUSTOMER IF THE CURRENT EMAIL ON FILE I STILL VALID FOR US TO SEND THE VOUCH VERIFICATION LINK TO,
6. Ask the customer if they still have access to the current email on file for verification vouch link.
VIA CUSTOMER SERVICE // CANNOT BE CHANGED IN MOBILE APP
1. Run the customer through the 5-point verification.
2. Confirm the customers new phone number and add the information to the notes section in Salesforce.
3. Inform the customer an account maintenance representative will follow up with them through email to verify additional information.
4. Create a back office ticket through Intercom and use the macro “#BEPhone” in the notes section of the ticket. Assign the ticket to the debit card inbox in Intercom. Be sure to include the new phone.
5. Vouched invite link will be sent.
VIA APP: IMMEDIATE
1. Click on the menu button in the top right-hand corner of the app which are the three lines.
2. Select the “My Profile” section.
3. Select “Address” and “Edit Address.” Enter your new address.
4. Click on the “Update Address” button when you finish entering the full address to confirm.
BACK OFFICE TICKET: 4 HOURS
1. Run the customer through the 5-point verification.
2. Confirm the customers new address and add the information to the notes section in Salesforce.
3. Inform the customer one of our account maintenance representatives will follow up with them once the address has been officially updated.
4. Create a back office ticket through Intercom and use the macro “#BEAddress” in the notes section of the ticket. Assign the ticket to the debit card inbox in Intercom.
5. NO VOUCH VERIFICATION REQUIRED FOR ADDRESS CHANGE.
6. WE CANNOT CHANGE ADDRESS ON OUR END FOR NOW BECAUSE NO API. THE ONLY OPTION TEMPORARILY WILL BE IN THE MOBILE APP.
“Our team is performing maintenance on the back end and we have no capability of updating the address for now. “
DOB:
- Adult: Drivers License
- Minor: Birth Certificate
DEBIT CARD ACCOUNT PROCESS
GREENDOT ACC WILL BE CLOSED AND NEEDS TO CREATE NEW ACC WITH THE CORRECT DOB AND SSN.
INVESTMENT ACCOUNT
INFO CAN BE UPDATED BY SENDING DOCS
SSN:
- Adult: Drivers License and SSN card or W2 form as long as it includes a back office ticket.
- Minor: Birth Certificate and SSN card
DEBIT CARD ACCOUNT PROCESS
GREENDOT ACC WILL BE CLOSED AND NEEDS TO CREATE NEW ACC WITH THE CORRECT DOB AND SSN.
INVESTMENT ACCOUNT
INFO CAN BE UPDATED BY SENDING DOCS
VIA APP: (IF CH STILL HAS ACCESS TO MOBILE APP)
1. Click on the menu button in the top right-hand corner of the app
2. Select the “My Profile” section
3. Select “Change Password”
4. Enter your current password and new password.
5. Select “Submit”.
VIA CUSTOMER SERVICE:
Send them a reset password email through the link which can be found in FAQ's.
If the customers are not receiving the reset password email and it is not in their spam folder, it could be because the email address is suppressed/blocked in our system.
IF EMAIL IS BLOCKED/SUPPRESSED, Please create a follow-up Back-Office ticket and inform the customer that an Account Maintenance team member will contact them shortly.
Ask customers to also check spam folders or junk mail for the password reset link.
https://www.stockpile.com/forgot-password
There may be an issue with the system for sending you the link for resetting the password.
CAN SLACK JENN OR COLBY FIRST TO CHECK CUSTOMERS EMAIL IF IT IS BLOCKED OR SUPPRESSED BY THE SYSTEM.
It looks like your email is blocked on our system, and it looks like you need to change your email.
If jenn or colby does not respond, create a back office ticket.
Try to send the link to them once first