Enrolling Gateway Customers

• Authenticate the caller
• Verify the owner
  • Verifying the customer by Banker ID, or Photo ID - Enrollment Notes
• Enter information about the account owner
  • Complete the Agent section
  • Complete the Status section
  • Review the System section
  • Complete the Business/Account Group Information section
  • Other verification methods: TIN/Name
• Add one or more accounts
  • Other verification methods: Credit report
• Set up the owner with token questions
• Set up the account group
• Send software and information to the customer (Fulfillment)
• Save the customer information and provide a password

Authenticate the Caller

1. From the opening screen, click the Authentication button.
2. In the SSN field, type the owner’s social security number, and then press Enter.
3. If you see a red message, enter this person into Agent Powers.
4. Select a bank charter and click OK.
5. Select a promotion code and click OK.

This is important: We use promotion codes to track the effectiveness of our marketing efforts and to provide us with more insight to our customer base.

6. If the owner is a West customer, select Business Gateway. If the Bank ID identifies the customer as Wells Fargo East, the system automatically selects Business Gateway.
7. Select the verification method.

Verify the Owner

For our customers’ protection we have stringent security requirements which require that we be able to positively identify and track the actions of every person who uses our online system. We use the Social Security number (SSN) as the key to our database because it is:

• unique to each individual
  and
• a number most customers have memorized

A customer must have an SSN to use Business Gateway—there is no alternative. If a customer does not have and is unwilling or unable to obtain an SSN, they may not use Business Gateway. Reassure customers, if necessary, that Wells Fargo does not report a customer’s SSN to the Internal Revenue Service—it is only used internally within Wells Fargo. (Note: This is an XA policy that applies to any Wells Fargo online banking product—not just Business Gateway.)

Here's a summary of the verification methods and what they mean. They're listed in order of highest to lowest security.

This table shows verification levels and what an owner with a particular verification level is authorized to do.

Verifying the Customer by Banker ID or Photo ID - Enrollment Notes

When you select Banker ID or Photo ID as the verification method, the Enrollment Notes screen pops up automatically. (Otherwise, the Add Account screen appears.)

• Enter the banker's name, phone, branch/department, cost center, and mail station. Click OK.

Enter Information about the Account Owner

Complete the Agent Section

1. Select the promotion code.
2. Fill in the account owner's name and address in the fields.
3. If the customer has other accounts at Wells enter the account numbers for each account on a separate line.

If no other accounts, skip to the ATM Card field.

4. Enter the ATM card number.

Complete the Status Section

• Specify whether the enrolling caller is the owner.

Here's a key to caller statuses and what privileges and restrictions each type of caller has.

Review the System Section

1. Check the Relationship Code.

Tip: Some relationship codes may make some customers or accounts ineligible for using Business Gateway.

2. Check the Account Title, if there is one and all of the address information in the Home Address, City, State, and ZIP fields.

For security purposes, some correspondence may be mailed to the customer’s home address, to minimize the possibility of the letter being intercepted by someone other than the addressee.

3. Check the owner's home telephone number in the Home Phone field. Enter an extension if that's appropriate. The home telephone number is an additional means for us to contact the customer if our attempts to call the business telephone number are unsuccessful.

Complete the Business/Account Group Information

1. Search Businesses.

• There may be one or more businesses associated with this owner in the system already. In that case, the Business Associated with Tax ID screen pops up. Select the appropriate business and click OK.
• If there is no business name associated with this owner, ask the owner and enter the correct business legal name.

2. Enter the information for the business.
3. Check the Group Name, and change it if appropriate.
4. Check the Fee Name. For IVRU customers, the Fee Name defaults to "IVRU". You cannot change it. For Business Gateway customers, the system automatically selects "Normal," but you can change it if necessary.
5. If the verification method is Credit Report, before you leave the Owner Information screen, you must get authorization to get a credit bureau report.

Other Verification Methods: TIN/Name

To use the TIN/Name verification method when enrolling a customer, they must have only one account. If the customer will have more than one account accessible through Business Gateway or Cassie, you must choose a different verification method.

When you use the TIN/Name verification method, verify the enrollment using account-based methods.

Add One or More Accounts

Tip: You cannot mix and match DDA and LCA accounts of different charters within a group. One charter, one group.

1. Verify the data in the Owner Information, Account Group Information, and Relationship Manager sections of the screen.
2. Then enter the appropriate information in the Account Information section of the screen, and click the OK check boxes for each confirmed account. Click Next>>.

If the verification method is Credit Report, the Credit Report request screen appears.

Other Verification Methods: Credit Report

To complete a credit report, you should have received authorization from the customer to get a credit bureau report for them.

For our customers’ own protection, we go to great lengths to fully identify them when they first enroll in Business Gateway. One of the most effective ways of doing this, given that we cannot see the customer face-to-face, is to ask several questions, which hopefully only the customer would know the answers to, and compare the answers to a credit report. This is a one-time process.

Tip: If the Credit Bridge is taking longer the 2 minutes, it may not be available. Report the problem to a supervisor or an operations specialist.

If the Credit Bridge is up, this screen will appear briefly and then disappear, leaving you at the Verification Credit Report screen.

1. With the customer, review the information on the screen. Pass or Fail the customer based on the answers she gives to the questions you ask.
2. At the bottom of the screen, click OK.
3. Ask the customer the verification questions. Fill in the customer response for each question.
4. Click the MATCH button.
5. Verify the customer's answers against the system answers. If the person's answer matches the System Response for Selected Question, click Pass. Otherwise, click Fail.
6. Click OK.

If the customer doesn't answer enough of the questions correctly, the credit report is rejected, and a screen pops up with a script for you to say to the customer. It suggests that the customer go to a branch and present photo ID and then get a banker to call in.

If the customer does answer enough of the questions correctly, the system shows you a message saying that the verification is complete.

Set Up the Owner with Token Questions

If the customer forgets their online password or reaches an agent without first entering a password, we want an easy way to verify the customer’s identity. Rather than asking a defined set of questions which could possibly be guessed by someone else, we ask the customer to choose both the questions and the answers that we should use. There is less chance that the customer will forget the answers to these questions, and a much smaller chance that anyone else would be able to impersonate our customer.

1. On the Token Maintenance screen, enter three token questions, either from the drop-down lists of suggested tokens, or that the customer thinks up.
2. For each question, enter the owner's personal answer to each token question.

If a banker is enrolling and the customer is not present, add temporary tokens. To add temporary tokens:

1. Ask the caller for one token question and answer. Enter the question and answer on the Token Maintenance screen.
2. Click the box in the lower left corner, Temporary Tokens. The one question is copied to the second and third lines.
3. Replace the temporary tokens with real tokens from the owner the first time the owner calls in.

Set Up the Account Group

1. Review the information on the AGM for accuracy. The Status field indicates Unconfirmed (in red).
2. Activate the account group, and save the changes.

Send Software and Information to the Customer (Fulfillment)

1. Verify the address selected is the address to which the owner wants the Business Gateway disks or other information to be sent. Correct it if necessary.
2. Select the operating system indicated by the owner.
3. Select the material to be sent to the owner.

If you select CD demo, remember that the CD also contains the Business Gateway software, itself. The customer can install it any time.

At any point during or after the demonstration, the customer can choose to enroll in Business Gateway. Before installing the Business Gateway software, the demo program will prompt the customer to call the NBBC (800-932-2311) to 1) enroll, and 2) obtain a UIC code in order to complete the installation process. Normal software and monthly fees will apply.

If you are enrolling a customer who has already received the CD demo, be sure to select "NoSoftware" as the promotion code.

4. Click Next>>.
5. Double-check the address! Then Save & Fulfill. Give the UIC code to the customer if she doesn't know it already.
6. Click the Exit button.

Tip: The customer may already have a UIC number if she downloaded the Business Gateway software from the Internet.

Save the Customer Information and Provide a Password

Wells Fargo requires that each individual have a personal password so that we can definitively track each user’s Business Gateway activity and report that back to our customers.

• If the customer does not all ready have a password, set a password. Then click OK.

If the customer does have a password, Cancel. Tell the customer to use the same password he or she uses for other online banking. Ask if the customer remembers that password. If not, help them reset their password.