Staff-Led Account Opening for New Users

To open an account with Staff-Led Account Opening for a new consumer user:

1. Go to the Admin Platform, select Applications from the top navigation bar, and then select New Application.
   
   
2.  On the page that appears, there are two questions, which determine the applicant flow. These questions are not configurable by your institution:
   • Are they an existing customer of your institution? – If you select Yes, you will be taken to the existing user flow. If you select No, you will continue through this new user flow.
   • Are they looking to open a joint account? – If you select No, you will continue through this user flow for one applicant. If you select Yes, additional fields will appear for the joint applicant, and an additional question: Is the joint applicant an existing member?
      
     At any time, select Cancel to delete the application, or select Finish later to save your progress and continue later. Go to Continue a Staff-Led Application for instructions.
     
     
3. Depending on answers to the questions, fields appear below where you can enter the applicant's information. Select Next.
   
   
4.  The pre-KYC step appears, which includes five possible sections. Select each section to expand its options. These sections can be completed in any order. Select Save after completing each section. It updates from "Incomplete" to "Complete" once saved.
   Note: The Personal information section must be completed to run KYC.
   
   

   Hold KYC
   Your institution can customize the Staff-Led Account Opening flow by adding a “Hold KYC” button at the first step. This allows your staff to conduct KYC on applicants after completing additional aspects of the application, such as account selection, disclosures, and funding. To add the Hold KYC button, in the Admin Platform, go to Institution Settings > CAO Staffer Led Hold KYC. Select Edit and on the page that appears, select True. Once the button is enabled, you can select Hold KYC to skip to the sections outlined in step 6 of this article. If Hold KYC is enabled and selected, we encourage your staff to complete all other aspects of the application and then run KYC as the final step to streamline the experience.
   Note: The Personal information section must be completed to hold KYC.
   

   
   The pre-KYC sections are:
   1. Application Tracking (configurable and optional) – Select your branch location from the menu. For instructions on how to configure the options shown, go to Configure Staff-Led Branch Locations.
      
   2. Eligibility (configurable and optional) – This section does not affect the applicant's ability to proceed with the application but provides information to your institution about the applicant's qualifications. The questions are configurable by your institution. Please contact support@narmi.com to configure.
      

      

      
      
   3. Documentation (optional) – Upload driver's licenses and additional identification materials. You can upload up to 10 documents in this section. These documents are not sent to Alloy for decisioning. They are stored and viewable in the application view, under the Documents section. Documents uploaded will be carried over to the post-KYC step.
      
   4. Personal Information (required) – Enter basic information needed to run KYC, including the applicant's full name, Social Security Number, date of birth, email address, phone number, and residential/mailing address. This information will be sent to Alloy to run KYC, which is the next step. You cannot proceed to the KYC step until this section is complete.
      
   5. Notes (optional) – Enter optional notes in this section. These notes will be carried over to the post-KYC step.
      After entering the required information, select Run KYC. A confirmation message appears. Select Yes, run KYC to confirm.
      Note: Once KYC is run, your institution may incur a fee if you edit personal details and rerun. 
      
      
      Alternative Alloy Workflow

      Your financial institution may want certain applications to undergo an alternative Alloy workflow, such as automatically approve all applications, manually review applications that would typically have been denied, or have alternative criteria requirements. For more information, go to Alternative Alloy Workflow. 

5. The KYC step appears, showing the following information:
   • Status – The KYC status; if the status is "Approved," you'll have the option to Continue. If the status is "Manual Review" or "Rejected," you'll have the option to Edit application. Once you edit the application, you will be required to run KYC again.
   • Tags returned – These are identity evaluation tags or criteria that the applicant met when they were evaluated in Alloy, for example, KYC DOB Match, KYC Address Match, KYC Name Match, KYC SSN Match, Phone Match
   • Alloy record – The link to the full identity evaluation decision in the Alloy Platform. For more information on Alloy and the identity decisioning process, see About Identity Decisioning.
     Select Continue.
     
     
6.  The final step is the post-KYC step, which includes six sections. Select each section to expand its options. Select Save after completing each section. It updates from "Incomplete" to "Complete" once saved.
   Note: Only the Account selection section is required to open the account. Account selection must be completed in order to select Funding or Disclosures.
   
   The post-KYC sections are:
   1. Account selection (required) – Select the accounts the applicant would like to open from your institution’s product offerings, such as Checking, Savings, Certificates of Deposit, etc. To customize the product offerings at your institution, please contact support@narmi.com. Similar to the Consumer Account Opening flow, staff members can only open one checking account per application, but can select other product types and open them at the same time.
      Account features like courtesy pay and debit card per product will display for accounts that have them configured.
      
      
   2. Funding (optional) – Use this section to enter the customer's funding information. Available options are:
      • Skip funding – Select this option to skip funding, for example, when the applicant is using cash or a check to fund the account.
      • Link an external bank account – Select this option to fund with a bank account. Enter the routing and account numbers, and select the Account type—Checking or Savings.
      • Use a credit/debit card – Select this option to fund with a debit or credit card and enter the card information.
        
        Below the funding method, enter funding amounts for each account. Amounts must be entered in $0.25 increments.
        
        
   3. Disclosures (optional) – Use this section to record electronic disclosure consent. Select Send to applicant to send an email to the applicant that includes a link to the disclosures. This email can be customized in the Admin Platform under Institution Settings > Staffer Led Disclosures Email Template. A confirmation message also appears on-screen with a link to the disclosures, which is helpful when testing in your institution's UAT environment.
      You can set up specific disclosures by product, which are shown depending on which products are selected. This is customizable via Institution Settings > Disclosures. This setting supports Markdown. Go to Markdown Guide for assistance with basic syntax.
      The date/time stamp appears in the Disclosures section once the applicant accepts. You can resend the email if the disclosures aren't accepted by selecting Resend to applicant.
      
      You can also select Preview disclosures and a dialog appears showing you how the disclosures will appear for the applicant.
      
      
      
   4. Documentation (optional) – Use this section to upload signed and scanned disclosures or any other documentation. If you uploaded documentation in the pre-KYC step, those documents are carried over and shown here. These documents are not sent to Alloy for decisioning. They are stored and viewable in the application view, under the Documents section.
      
      
      
      
   5. Account activity (optional) – This section contains customer due diligence questions for the applicant to answer, which allows you to capture an applicant’s intended usage of their accounts and help build a risk profile for the account/applicant. You can configure these yes/no questions in the Admin Platform under Institution Settings > Customer Due Diligence Consumer Staffer-led Questions. The questions and the applicant’s responses are displayed in the application view and Application Record/Membership Card of the Admin platform, and the "account_activity_answers" column of the Staffer-Led Account Applications report.
      
      
   6. Notes (optional) – Enter optional notes in this section. If you entered notes in the pre-KYC section, those notes are carried over and shown here.
      
      
7. Once Account selection and any other optional sections are complete, select Open account.
   
   A confirmation message appears when the account is opened successfully, which displays the Member number (if applicable), Core User ID, account number, and routing number. A confirmation email is sent to the email address associated with the account. If your institution uses Narmi for Online Banking, users can enroll in online banking from a link in the email. Your institution can customize these emails from our Admin Platform under Institution Settings > Application Approved Template. Note: There are separate templates for business and consumer applicants.
   Select View applications to return to the Applications list.