Siebel eService Administration Guide Addendum for Industry Applications > Administering Siebel eBanking and Siebel eBrokerage > Bill Pay Page >

End-User Procedures

Customer service agents perform the following procedures relating to bill payment:

Authorizing and Enrolling a Customer's Accounts

When a customer calls and asks to be enrolled in your company's online banking system, the call center agent can select (authorize) which accounts can be used for online banking before enrolling the customer.

To authorize and enroll a customer's accounts

  1. In Siebel eFinance, navigate to the Service Requests screen.
  2. From the Show drop-down list, select All Service Requests.
  3. Add a new record in the Service Requests List and complete the necessary fields. Some fields are shown in the following table.

    4. Field
    Value
    Type
    Bank
    Area
    Bill Pay SignUp
    Last Name
    Customer's last name

  4. Click the hyperlink in the SR Number field.

    5. The FIN Service Request Acct Services Bill Pay SignUp View view appears.

  5. Click on the Account Services form applet to make it active.
  6. Click the select button in the Authorized Account field.

    7. The Financial Accounts dialog box appears. If there are no records in this dialog box, make sure that the service request is associated with a contact and that the contact is associated with one or more financial accounts.

  7. Click the Bill Pay Enable field to place a check in each account for which Bill Pay is authorized to draw funds.
  8. Click Close.

Unenrolling a Customer

Call center agents can unenroll customers.

To unenroll a customer

  1. In Siebel eFinance, navigate to the Service Requests screen.
  2. From the Show drop-down list, select All Service Requests.
  3. Select the service request that was used to authorize the customer's accounts.
  4. Click the hyperlink in the SR Number field.
  5. From the Show drop-down list, select Bill Pay Log In.
  6. Click Unenroll.

Determining Whether a Customer is Enrolled

Call center agents will sometimes need to verify whether a customer is enrolled in your company's electronic bill payment system.

To determine whether a customer is enrolled

  1. In Siebel eFinance, navigate to the Contacts screen.
  2. In the Contacts list, select the contact.
  3. In the Contacts form applet, click the show more button. If the Bill Pay Enrolled field is checked, the customer is enrolled.

Reviewing Payees and Payments

Call center agents can review the list of payees that have been selected by the customer or the payments that have been scheduled.

To review a contact's payees

  1. In Siebel eFinance, navigate to the Contacts screen.
  2. In the Show drop-down list, select All Contacts.
  3. In the Contacts list, select a contact.
  4. Click the Bill Payment view tab.

    5. The Service Request Acct Services Contact Bill Payees View appears.

  5. In the Show drop-down box, select Payees or Payments Scheduled. Payments scheduled can be viewed as a list or chart.

 Siebel eService Administration Guide Addendum for Industry Applications, Version 7.5, Rev. A 
 Published: 18 April 2003