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Client Onboarding 101

Client Onboarding 101

Owned by Casi Reily (Deactivated)
Last updated: Oct 01, 2024 by Tiffany Rapp
4 min read

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:

       Free Email Address Verifier: Verify An Email Address In Real Time

          Free Email Checker - QuickEmailVerification

●        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:
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

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