All the steps below must be completed during a client onboarding. The checklist is broken out by product category - payments vs reward. The Due Diligence is applicable to all clients.
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Due Diligence
Check the following documents are complete in the client contract:
- Effective Date of contract entered (page one)
- Company name on contract entered (page one)
- Contract signed by PT and client (page five)
- Beneficial Ownership page present and signed (if required)
- Controller Prong section completed (reloadable reward)
- Virtual funding account (Exhibit B) page present and signed (if needed)
- Exhibit E (BSA / AML) page present and signed (if needed)
- API Agreement present and signed (if required)
Prior to onboarding, follow the below steps to verify the client:
● Verified the google business address:
- Make sure not a residential dwelling and is a business type structure
- Matches the address on the agreement (i.e., state, zip code, street number, etc.)
- Area code of business address matches the area code of client contact
● Reviewed client contact email address for:
- Non-business email address (Gmail, yahoo, etc.)
- Slight alterations / misspellings
- Email checkers to use are:
https://tools.verifyemailaddress.io/
http://quickemailverification.com/tools/email-checker
● Verified the company website aligns with other data:
- “Contact us” address matches business address provided
- “Contact us” area code / phone number matches contact number provided
- “Contact us” email address matches email address provided
● Verified no other suspicious activity:
- Client requests address change
- Client wants cards shipped to a different address than business address
- Client is in a rush
- Fund card virtually vs ACH (Red flag for Payments only)
- Large quantity of cards on initial order (Red flag for Payments only)
Intro call with Sales
Suggested but not mandatory
Payments Questions:
- Get number of cards needed
- Number of checked employees
- Date expected to reg/load
- Any other detail for the client
Rewards Questions:
- Expected Launch Date
- Custom branded card details (if applicable)
- Avg load amount
- Any other detail for the client
Welcome Call with Client
Payments
- Confirm number of cards needed
- Number of Checked employees
- Date expecting to start reg/loading
- Will there be multiple locations?
- If so who will hold the inventory?
- Follow-up with Onboarding email to confirm cards ordered and next steps
Rewards
- Confirm Launch Date
- Discuss Branding Timeline & Approval Process
- Confirm product and discuss the cardholder fees & attributes.
- How often will client order/load?
- Non-Reloadable discuss Expiration date and funds expiration.
- Follow-up with Onboarding email to discuss next steps & provide Terms & Conditions
Digital Cards
- Confirm Launch Date
- Confirm delivery method - Email, SMS, Both
- Confirm who is sending email - client or Dash
- Discuss Timeline for email/card approval
- Discuss Tokenization
- Follow-up with onboarding email and next steps
Onboarding Checklist for Payments
- Client set up in FIS for Client ID
- TPA submitted in PartnerPass for Pathward approval
- add VFA to PartnerPass Client, if needed
- Client set up on PT portal
- Inventory ordered
- Client users added
- ❗ NEW - Confirm Regulation E Protection is set up for statements in the portal
- Introduction phone call and follow-up email to client if unable to reach
- Follow up email to client with UPS tracking and dates for portal training
- Portal demo / training complete
- If FIS client, the following URL communicated to client: https://FISbusinesssuite.com
- If PayPro client, the following URL communicated to client: https://paypro.in-prepaid.com
- If ADS Processing/Empeon client, the following URL communicated to client: https://empeon.in-prepaid.com
- If Vendorin client, the following URL communicated to client: https://vendorin.in-prepaid.com
- Is client to be billed?
- Client information has been entered in Zoho
- Billing information sent to Hafsa via finance Slack channel (#finance)
- If FIS client with custom billing, send billing information to Hafsa via fis-client Slack channel- #fisclient
- Transition to Account Management
- Provided client with clientservices@dashsolutions.com email
- Scheduled intro call with Account Manager
- Send ‘Congrats’ email after first load with a reminder on next steps. CC Sales
Onboarding Checklist for Rewards
- Branded Card - Submit Logo to Collateral Request Form
- Branded Card – Proof sent to client for approval
- Save approval confirmation in the Customer Folder on Teams
- Client set up in FIS for Client ID
- TPA submitted in PartnerPass for Pathward approval
- add VFA to PartnerPass Client
- Client set up on PT portal
- Invoicing section completed.
- Product configurations completed for cardholder website
- Follow up email to client with dates for portal training
- Portal demo / training complete
- If FIS client, the following URL communicated to client: https://FISbusinesssuite.com
- Client Users added
Transition to Account Management
- Provided client with corporate@dashsolutions.com email
- Scheduled intro call with Account Manager
- Send ‘Congrats’ email after first load with a reminder on next steps. CC Sales
Onboarding Checklist for Digital Products
- Confirm Digital Delivery Method:
- SMS
- Both
- Confirm who will be sending the email - Client or Dash
- Confirm Activation Method for digital cards
- Access Code
- Last Name
- DOB (Payments only)
- Confirm how cardholder will access redemption site
- TinyURL
- Proxy
- Confirm if client will be using Branded card image or Generic card image
- Provide client with the Digital Email Template for editing
- Branded Card - Submit logo to Collateral Request Form for mock-up
- Submit Digital Email Template and Card image to Naehas for Pathward Approval
Portal Setup:
- Update email template in the portal with Pathward approved email
- Update Subject Line
- Update ‘from’ email address (if applicable)
- Update SMS message in the portal (if applicable)
- Branded Card Only - Update card images in portal at the Customer Program Level
- Confirm correct activation method is configured at the product level
- Order Test card to confirm everything is set up correctly