Onboarding 101

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

Welcome Call with Client

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:
• Email
• 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