Section 5: PartnerCare: Overview Intuit Financial Services University Bill Pay Certification Training

Page 2 Section 5: PartnerCare - Overview Bill Pay Certification © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Fiserv's PartnerCare system allows the financial institution to support their consumers. In the next 3 sections of this training you will learn:  the Security Admins' responsibilities and tasks in PartnerCare  how PartnerCare Reps can search for consumers as well as what reps can do to assist consumers  how PartnerCare Reps can open and manage cases when further research is needed either by the financial institution or by Fiserv Section Objectives

Page 3 Section 5: PartnerCare - Overview Bill Pay Certification © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. You can access PartnerCare at: Passwords must be 6 to 8 alpha/numeric characters (not case sensitive). The system will prompt the rep to change their password every 30 days. The same password cannot be used within 32 consecutive 30-day periods. A rep will be locked out of PartnerCare if they have not logged in to PartnerCare within 30 days. The rep must be reset by a security administrator. A rep will be locked out of PartnerCare after three unsuccessful login attempts. A rep will be timed out of PartnerCare after 30 minutes of inactivity. Access to PartnerCare is restricted by IP address. The financial institution will provide a range of IP addresses to Intuit Financial Services during Implementations. NOTE: Consumers can change their password via the Change Password button in the upper-right corner of the login page. Login Requirements

Page 4 Section 5: PartnerCare - Overview Bill Pay Certification © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The assigned role of the rep determines the landing page within the main navigation. Rep roles are discussed in the next section of this training. View Only - Search screen Inbound Rep - Search screen Researcher - Work List screen (Researcher View) Manager - Work List screen (Manager View) Security Admin - Admin screen PartnerCare Main Navigation Other main menu buttons: Back – navigates to the previous screen Next – navigates to the subsequent screen Help – access the main Help menu Sign Out – the proper way to exit PartnerCare

Page 5 Section 5: PartnerCare - Overview Bill Pay Certification © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Reps can access comprehensive assistance in PartnerCare via the Help button in the main navigation tool bar or by clicking any of the ? buttons. The help section consists of a Table of Contents, Glossary of Terms, Index, and a Search tool. PartnerCare Help