How are the channels integrated: for the customer/for the banker?

In terms of transitioning from online to branch, your users can submit new applications on behalf of the customer or locate an inflight application and continue it on behalf of a customer via Q2 Origination’s Agent Application View.

When an in-flight application is selected by one of your users, the application contains all of the information entered by the applicant up to that point, enabling your user to complete and submit the application on behalf of the customer.

Your users can also access in-flight applications from the digital credit file (and get a more comprehensive experience):

How are the channels integrated: for the customer/for the banker?

Q2 integrates multiple channels for the customer and banker, as well as between the customer and banker:

• Customer Support – Q2 enables bankers to support their digital banking clients from inside of Q2 Origination by giving bankers the ability to: o Unlock Online Banking Passwords – Your users can unlock their customers’ online banking passwords from inside Q2 Origination. o Reset Online Banking Passwords – Your users can reset their customer’s online banking passwords and select a Secure Access Code target to send the verification code. o Launch CSR Assist – Authorized users can launch CSR assist from Q2 Origination and co-browse with the customers to troubleshoot digital banking issues. • Omni-Channel Origination and Onboarding – Q2 Origination enables prospects and customers to apply for loans and deposits across any channel, as well as switch between channels without any loss of fidelity: o Desktop – Q2 Origination provides a rich self-service experience via desktop media. o Mobile – Q2 Origination’s self-service experience is also mobile responsive, enabling borrowers to apply for loans or deposit accounts via mobile devices. o Branch – Q2 Origination enables your users to submit loan and deposit applications on behalf of their customers, as well as allows your users to continue in-flight applications started by a customer via the online or mobile channels.

Let’s begin by walking through Q2 Origination’s digital banking support capabilities. If enabled (licensed), authorized users will see additional support functions on the Q2 Origination Account (i.e. customer screen)

If the customer is an existing online banking customer (meaning they have an existing Customer/ User /Login record in UUX), authorized users will be able to perform specific support functions inside Q2 Origination.

For example, your users can unlock passwords for their customers by clicking “Unlock” from the Actions menu.

Once your user confirms the Unlock Password action, the customer’s online banking password will be unlocked and the customer will be able to log onto online banking.

Authorized users can also reset their customer’s online banking passwords by clicking the “Reset Password” icon.

Next, your user will need to select a Secure Access Code target from a list of available targets (password changes must be authorized and authenticated out-of-band by the borrower before a new password can be set).

Finally, authorized users can “co-browse” with their customers to help them troubleshoot online banking issues, teach them how to use certain features, etc. The co-browse session is initiated by launching the CSR Assist (by clicking the CSR Assit button).

CSR Assist requires specific entitlements and credentials which must be entered before launching the co-browse session.

Once successfully authenticated, your user can view the customer’s online banking session and co-browse alongside them.