1. Intuit Financial Services University Bill Pay Certification Training Section 3: Consumer Experience

2. Bill Pay Certification Page 2Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. This section will prepare you to understand how consumers use Fiserv's CheckFree RXP Bill Pay. By the end of this section, you will learn how to:  set up and manage payees/billers  set up and manage e-bills  set up single and automatic (recurring) payments  manage pending payments  set up payment reminders  view historical payments  manage funding accounts  use the message feature for questions or issues with bill pay Section Objectives

3. Bill Pay Certification Page 3Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Accessing Bill Payment

4. Bill Pay Certification Page 4Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. From the Internet Banking Welcome Screen, Bill Payment can be accessed by clicking on any of the Bill Payment buttons or links. (The button may also be called Payment Manager.) NOTE: If the consumer did not previously opt-in to bill pay, they will be prompted to select a funding account to be used for bill pay. Please see the Activation & Maintenance section for details. Accessing Bill Payment from Internet Banking Bill Payment can also be accessed by clicking any “Pay your bills” link under each checking account that a consumer has on their Account Summary page.

5. Bill Pay Certification Page 5Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Accessing Bill Payment – Inactive Bill Payment Prompt Consumers that have opted-in to bill pay, but have not accessed it for 60 days will be reminded to use bill pay via the Inactive Bill Payment Prompt. NOTE: Consumers will receive this prompt even if they have automatic/recurring payments set up.

6. Bill Pay Certification Page 6Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Accessing Bill Payment from Business Banking From the main navigation menu in Business Banking, Bill Payment can be accessed within the Funds Transfer dropdown.

7. Bill Pay Certification Page 7Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Quick Biller Add Feature Quick Start Page Benefits of this screen: 1.Helps your new Bill Pay consumers learn about Bill Pay. Many consumers do not realize that they can use Bill Pay to pay individuals, not just companies. 2.Shows the consumer how easy it is to use Bill Pay. Consumers who have never added a biller see the Quick Start Page the first time they access Bill Pay. This page suggests specific billers to add within a number of common categories based on the consumer’s zip-code.

8. Bill Pay Certification Page 8Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The Payment Center page serves as a “hub”, consolidating the tasks of making payments as well as viewing pending and historical payments. Payment Center

9. Bill Pay Certification Page 9Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Billers

10. Bill Pay Certification Page 10Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Quick Biller Add Feature Displays above the biller list on the Payment Center screen to low volume consumers and consumers who have just enrolled in bill pay. Is minimized after a consumer has added four billers. Recommends billers that the consumer likely has a relationship with as candidates to pay online. The billers, which are determined through a combination of user heuristics and geographic location, are displayed within individual industry categories, such as “Utilities”. To add a bill via this feature, the consumer clicks on the name of the biller in the list and enters their account information (such as biller account number and zip code).

11. Bill Pay Certification Page 11Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Add a Biller The Add a Biller button allows the consumer to set up a company and/or person they wish to pay at any time (regardless of the number billers that the consumer has already set up). The consumer has the option to pay any of the following: Company Person

12. Bill Pay Certification Page 12Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Add a Company To add a “Company”, the consumer needs to complete the following steps: Step 2: If a match is found for the biller name, a biller list automatically generates displaying additional company matches. The consumer is prompted to select the correct biller and click Continue. Step 1: Select the “Company ” option and enter the biller name as it appears on the consumers’ bill. Click the Search button to have the system search the database for that biller name.

13. Bill Pay Certification Page 13Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Add a Company (cont’d) Step 3: The consumer is prompted to enter the nickname and account number and click Continue. Step 5: The consumer sees the confirmation screen and is prompted to click the Finished button. The biller will be added to the biller list on the Payment Center screen and an email confirmation will be sent to the consumer after the new bill is added. NOTE: Some billers allow the consumer to set up e-bills for the biller at this time by entering typical e-bill information (which varies biller to biller). If the consumer elects not to set up e-bills here, the consumer can set up the e-bill later. (For delivered e-Bills ONLY.) Step 4: If the account number or zip code entered does not match the biller’s information, the consumer is prompted to reenter the account number.

14. Bill Pay Certification Page 14Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Add a Person To add a “Person”, the consumer needs to complete the following steps: Step 1: Select the “Person” option. Step 2: Enter the phone number of that person. Step 3: Click the Search button to have the system search the database for that phone number. Step 4: If a match is found for the phone number, the screen displays the matching name and address of the biller. Step 5: Click the Add Bill button. The biller is added to the biller list on the Payment Center screen and an email confirmation is sent to the consumer after the new bill is added.

15. Bill Pay Certification Page 15Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Add a Person (cont’d) If a match is not found the Add Additional Information screen prompts the consumer to manually enter the biller information. After entering in the necessary information the consumer will click the Add Bill button. The biller will be added to the biller list on the Payment Center screen and an email confirmation will be sent to the consumer after the new bill is added. NOTE: The account number fields display only when the consumer selects “Company “ on the main Add a Biller screen.

16. Bill Pay Certification Page 16Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Update Biller Information The consumer can update a biller’s information via the following steps: Step 1: Click on the Manage My Bills button in the navigation and select the biller from the Biller Name drop-down. Then, select the “Update biller information” option. Step 2: Edit the necessary information and/or place the biller in a pre-defined category or create a new category. (Categories can be used by the consumer when filtering their bill pay history.) NOTE: If Fiserv has a relationship with the biller, a message will state “Address on File” and the consumer will be able to edit only the nickname (nicknames are not included on a payment) and/or category for that biller. Step 3: Click the Save Changes button and an email confirmation will be sent to the consumer. NOTE: The checkbox for "Apply changes to pending payments" is automatically checked off. Therefore, the system will apply any edits on this screen to any payments that have already been scheduled for this biller.

17. Bill Pay Certification Page 17Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Delete a Biller The consumer can delete a biller via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Delete this biller” option. Step 4: Click the OK button on the prompt. NOTE: When a biller is deleted, all of the pending payments and automatic payments associated with that biller are also deleted and an email confirmation is sent to the consumer.

18. Bill Pay Certification Page 18Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Grouping Billers The consumer can organize their billers in the biller list on the Payment Center via the following steps: Step 1: Click on the Add/Manage Groups link. Step 2: Enter in the name for the group in the Group Name field. Step 3: Click the Add Group button..

19. Bill Pay Certification Page 19Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Grouping Billers (cont’d) Step 4: Select the appropriate group name from the drop-down list next to the biller’s name. Step 5: The screen refreshes and displays the new biller group. Click the Return to Payment Center button. NOTE: If the consumer did not want a specific group to display on the Payment Center screen, the consumer can un-check the Show checkbox. However, the Show checkbox for the “Unassigned Billers” group cannot be unchecked.

20. Bill Pay Certification Page 20Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Grouping Billers (cont’d) Step 6: The new biller group name as well as all of the billers in that group displays on the Payment Center screen. The consumer can minimize/collapse a specific biller group by clicking the [-] next to the biller group name. NOTE: The “Unassigned Billers” group will always contain any billers that have not been assigned to a biller group by the consumer. The “Unassigned Billers” group will always display on the Payment Center screen even if the consumer has assigned all billers to a specific group.

21. Bill Pay Certification Page 21Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Grouping Billers (cont’d) The consumer can also rename an existing biller group via the following steps: Step 1: Click the Rename Group link. Step 2: Enter in the new name for the group and click the Save Changes link. NOTE: The Delete Group link allows the consumer to delete the group which moves all of the billers in that group to the “Unassigned Billers” group. Step 3: Click the Return to Payment Center button.

22. Bill Pay Certification Page 22Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. 1.How can the consumer view the remittance address for a biller? 2.True/False: The consumer can change the address for any biller. 3.When will the consumer see the Quick Biller Add feature minimized? 4.True/False: The “Unassigned Billers” group will always display in the bill list on the Payment Center screen (even if there aren’t any billers in that group). Practical Applications

23. Bill Pay Certification Page 23Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. e-Bills

24. Bill Pay Certification Page 24Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. There are three ways that a consumer can set up an e-bill for a biller: upon adding a biller (if the biller offers e-bills). See previous section for details. upon clicking the green “GET BILL” icon next to any biller that offers e-bills in the biller list on the Payment Center screen. upon selecting “Add an electronic version of my bill” option under the Manage My Bills button. NOTE: This option only appears for billers that have the ability to send e-bills. e-Bills – Set Up e-Bills

25. Bill Pay Certification Page 25Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. e-Bills – Set Up e-Bills (cont’d) If the e-bill is a delivered bill (e-Bill details are sent electronically from the biller to Fiserv (aka. push-type bill)), the consumer will be prompted to provide information such as account number, phone number, birthdate, etc. The information that is required varies per biller. If the e-bill is a scraped bill (Fiserv will securely log in to the biller’s website in order to pull e-Bill details into bill payment (aka. pull-type bill)), the consumer will be prompted to provide their username and password to the biller’s website. NOTE: The type of e-bill established depends on the relationship between the biller and Fiserv.

26. Bill Pay Certification Page 26Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Some billers give consumers the option to enroll in an e-bill trial period (this is a biller-dependent feature). The trial period allows consumers to sign up for e-Bills without having to immediately turn off paper bills (for a biller that normally requires paper suppression as part of the e-bill set up process). After a biller-specified period of time (generally 90 days), consumers must elect to turn off paper bills or e-bills will be automatically cancelled. Trial period consumers are notified via e-mail and in-product messaging 14 days before the trial period ends. e-Bills – Set Up e-Bills (cont’d)

27. Bill Pay Certification Page 27Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. e-Bills – Set Up e-Bills (cont’d) After the e-bill has been set up, the “BILL” icon appears next to the biller on the Payment Center screen. The consumer will also receive an email as well as a message inside of bill pay letting them know that their e-bill is set up or if there are any issues during the setup of the e-bill.

28. Bill Pay Certification Page 28Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. When a bill arrives in bill pay, the red “BILL DUE” icon appears next to the biller and the bill information populates in the Bill Reminders section on the Payment Center screen. The consumer will also receive an email when a new e-bill arrives. The consumer can make a payment against an e-bill via the following steps: Step 1: Click the icon. e-Bills – Make a Payment Against an e-Bill

29. Bill Pay Certification Page 29Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. e-Bills – Make a Payment Against an e-Bill (cont’d) Step 2 (optional): Click the View Bill link which allows the consumer to see their statement information online. Step 3: Select an amount to pay (amount options depend on the biller) or enter a specific amount. Then select a pay date. The Pay Date pre-fills with the due date on the bill. Step 4: Click the Pay Bill button. NOTE: The consumer can click the File Bill link which allows the consumer to keep the e-bill in their history but does not force the consumer to make a payment against the bill via bill pay. Typically, a consumer will file a bill if the consumer has paid the bill via some other means outside of bill pay.

30. Bill Pay Certification Page 30Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. e-Bills - Delete e-Bills The consumer can stop receiving an e-bill via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Stop an electronic version of my bill” option. NOTE: This option only displays for billers that are currently sending the consumer an e-bill. Step 4: Click the OK button on the prompt.

31. Bill Pay Certification Page 31Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The consumer can opt to receive an enhanced email that contains links to view and pay an e-bill (as opposed to containing only the e-bill information in a text format) via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Add e-mail notification of electronic bill” option. NOTE: This option only displays for billers that are currently sending the consumer an e-bill. Step 4: Select “Yes”. Step 5: Click the Save Changes button. e-Bills – Add Email Notification of e-Bill NOTE: If a consumer does not opt to add this e-mail notification, the consumer will still get an email notification upon a new e-bill arriving in bill pay.

32. Bill Pay Certification Page 32Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. e-Bills – Stop Email Notification of e-Bill The consumer can update the email address for their email notification and/or stop the email notification of their e-bill via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Update e-mail notification of electronic bill” option. NOTE: This option only displays for billers that are currently receiving an email notification of their e-bill. Step 4: Select “No” (to stop the notification) or update the email address. Step 5: Click the Save Changes button.

33. Bill Pay Certification Page 33Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. 1. Does an e-bill contain the same information as a mailed paper bill? 2. How do consumers know when they have received a new e-bill? 3. Will the consumer still get a paper bill if they are currently receiving an e-bill? 4. Where would a consumer go to cancel e-bills or change the email notifications? 5. Define each of the three e-bill related icons that could appear on the Payment Center screen. Practical Applications

34. Bill Pay Certification Page 34Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. This page intentionally left blank.

35. Bill Pay Certification Page 35Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Payments

36. Bill Pay Certification Page 36Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Payments – Set Up Single Payments Single Payments are one time payments that are set up on the Payment Center screen via the following steps: Step 1: Select the funding account to be used to pay the bill(s) from the Pay From drop-down. NOTE: The Pay From list defaults to the consumer’s preferred account. However, the consumer has the option to change their preferred account by selecting another account from the Pay From drop- down and checking the “Make Preferred Account” checkbox (not shown in screenshot). Step 2: Enter in an amount for each of the billers to be paid. Upon clicking on the biller name or in the amount field, the Payment Assistant window displays the biller’s information as well as pending and recent payments that have been made to the biller.

37. Bill Pay Certification Page 37Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 3: Enter in a pay date for each of the billers to be paid. Upon entering an amount or clicking the calendar icon, the earliest possible pay date will pre-fill. However, the Payment Assistant window will display a calendar from which the consumer can select another date as the pay date. NOTE: The calendar does not allow the consumer to select a weekend, holiday, previous date, or a date that is more than 365 days from current date as the pay date. Some billers offer same-day or next-day payments. However, the calendar will always provide the first available pay date for that biller. Step 4: Click the Make Payments button. Payments – Set Up Single Payments (cont’d)

38. Bill Pay Certification Page 38Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 5 (optional): If the payment will be sent via single or draft check, the consumer can enter a memo that will display on the check. NOTE: The memo field does not display for payments that will be sent electronically. Step 6: Confirm that all the information is correct and click the Submit Payments button on the Review Payments page. Payments – Set Up Single Payments (cont’d)

39. Bill Pay Certification Page 39Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 7 (optional): Click the Note link and type in any extra details to keep on file regarding the particular payment. The note information is not included in the payment to the biller. Step 8: Click the Finished button. The payment(s) will appear in the Pending Payments area of the Payment Center screen. Payments – Set Up Single Payments (cont’d)

40. Bill Pay Certification Page 40Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Automatic Payments are recurring payments with a set amount to be paid at regular intervals or is a payment that is set up to be paid automatically when an e-bill is received. Automatic payments are set up on the Manage My Bills screen via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Add an automatic payment” option. Payments – Set Up Automatic Payments

41. Bill Pay Certification Page 41Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Payments – Set Up Automatic Payments (For a Biller that is Not Sending an e-Bill) If the consumer is not receiving an e-bill for the biller, the following screen will appear and allows the consumer to set up a recurring payment for that biller. Step 4: Enter in the necessary information including funding account, payment amount, date, frequency as well as any email notification options that the consumer would like to receive in regards to this automatic payment. Step 5: Click the Save Changes button and the icon will appear next to the biller in the biller list on the Payment Center.

42. Bill Pay Certification Page 42Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Payments – Set Up Automatic Payments (For a Biller that is Sending an e-Bill) If the consumer is receiving an e-bill for the biller, the following screen will appear and allows the consumer to set up an automatic payment against any e-bills received from that biller. Step 4: Select a funding account and an option for how the system should handle the payment for any e-bill received from the biller as well as any email notification options that the consumer would like to receive in regards to this automatic payment. Step 5: Click the Save Changes button and the icon will appear next to the biller in the biller list on the Payment Center.

43. Bill Pay Certification Page 43Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Payments – Update Automatic Payments (For a Biller that is Not Sending an e-Bill) The consumer can update an automatic payment via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Update automatic payment” option. NOTE: This option only displays for billers that currently have an automatic payment set up. Step 4: Edit the necessary information. NOTE: Changes affect any pending payments. Step 5: Click the Save Changes button.

44. Bill Pay Certification Page 44Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Payments – Update Automatic Payments (For a Biller that is Sending an e-Bill) The consumer can update an automatic payment via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Update automatic payment” option. NOTE: This option only displays for billers that currently have an automatic payment set up. Step 4: Edit the necessary information. NOTE: Changes affect any pending payments. Step 5: Click the Save Changes button.

45. Bill Pay Certification Page 45Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. NOTE: Deleting an automatic payment deletes all pending payments for that automatic payment series. Payments – Delete Automatic Payments The consumer can delete an automatic payment via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Delete automatic payment” option. NOTE: This option only displays for billers that currently have an automatic payment set up. Step 4: Click the OK button on the prompt.

46. Bill Pay Certification Page 46Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Payments – Change a Pending Payment The consumer can change a pending payment via the following steps: Step 1: Click on the Change link in the Pending Payments area of the Payment Center screen. NOTE: Payments in the “Processing“ status cannot be changed. Step 3: Click the Save Changes button. NOTE: Pending payments can be changed and/or canceled up until midnight Eastern on the day that Fiserv starts to process the payment (typically 4 days prior to the pay date for check payments). Step 2: Edit the necessary information such as the funding account, pay date and/or amount of the payment.

47. Bill Pay Certification Page 47Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 2: Click the Cancel Payment button and the payment disappears from the Pending Payments section and moves to the Recent Payments section with a “Canceled” status. Payments – Cancel a Pending Payment The consumer can cancel a pending payment via the following steps: Step 1: Click on the Cancel link in the Pending Payments area of the Payment Center screen. NOTE: Payments in the “Processing“ status cannot be canceled. NOTE: Pending payments can be changed and/or canceled up until midnight Eastern on the day that Fiserv starts to process the payment (typically 4 days prior to the pay date for check payments).

48. Bill Pay Certification Page 48Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. 1.How can the consumer schedule a one-time payment? 2.True or False? Pending payments will be cancelled when a biller is deleted. 3.How can the consumer change the rules for an automatic payment? 4.How can the consumer change the amount or date for a pending payment? 5.Can the consumer pay bills from more than one funding account? If so, how? Practical Applications

49. Bill Pay Certification Page 49Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bill Reminders

50. Bill Pay Certification Page 50Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bill Reminders A Bill Reminder is an email as well as an online notification that appears in the Bill Reminders area of the Payment Center screen that can be set up to notify a consumer when their payments have been sent and/or when bills are past due. There are two ways that a consumer can set up reminders for a biller: upon clicking the Set up Reminders link in the Bill Reminders section on the Payment Center screen upon selecting “Set up reminders for this bill” option under the Manage My Bills button

51. Bill Pay Certification Page 51Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. If the consumer is not receiving an e-bill for the biller, the following screen will appear and allows the consumer to set up a reminders for that bill via the following steps: Step 1: Click on the Manage My Bills button in the navigation (shown on previous page). Step 2: Select the biller from the Biller Name drop-down (shown on previous page). Step 3: Select the “Set up reminders for this bill” option. Step 4: Enter the bill’s typical due date and amount, the frequency of the bill as well as how far in advance of the due date to send the reminder. Step 5: Enter the email address for the reminder. Step 6: Select the type(s) of reminders to receive. Step 7: Click the Save Changes button. NOTE: If the consumer has an automatic payment set up for a specific biller, they will be not be able to set up a reminder here as the next payment in the automatic payment series will automatically display in the Pending Payments section of Payment Center. Bill Reminders – Set Up Reminders (For a Biller that is Not Sending an e-Bill)

52. Bill Pay Certification Page 52Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. If the consumer is receiving an e-bill for the biller, the following screen will appear and only allows the consumer to select the email reminders that they would like to receive via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select on the “Set up reminders for this bill” option. Step 4: Enter the email address for the reminder. Step 5: Select the type(s) of reminders to receive. Step 6: Click the Save Changes button. Bill Reminders – Set Up Reminders (For a Biller that is Sending an e-Bill) NOTE: This screen does not allow the consumer to set up a frequency for the reminder because an email will automatically be sent to the consumer (in addition to the reminder automatically displaying in the Bill Reminder area on the Payment Center screen) when a new e-bill is received for this biller.

53. Bill Pay Certification Page 53Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bill Reminders – Automatic Reminder (For a Biller that is Sending an e-Bill) If the consumer has not made a payment against an e-bill that is due, a reminder will be automatically sent via email. This reminder is triggered five days before the e-bill due date if the e-bill has not been paid or filed.

54. Bill Pay Certification Page 54Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bill Reminders - View Reminders The consumer receives an email when a reminder is triggered based on the reminder’s setup. The consumer can also view the reminder in the Bill Reminders area of the Payment Center screen. NOTE: Reminders can only be removed from Bill Reminders area of the Payment Center screen via one of the following methods: the consumer makes a payment to the biller the reminder is stopped via the Manage My Bills button

55. Bill Pay Certification Page 55Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bill Reminders – Change a Reminder (For a Biller that is Not Sending an e-Bill) The consumer can change a reminder via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Change reminders for this bill” option. NOTE: This option only displays for billers that currently have a reminder set up. Step 4: Edit the necessary information. Step 5: Click the Save Changes button.

56. Bill Pay Certification Page 56Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bill Reminders – Change a Reminder (For a Biller that is Sending an e-Bill) The consumer can change a reminder via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Change reminders for this bill” option. NOTE: This option only displays for billers that currently have a reminder set up. Step 4: Edit the necessary information. Step 5: Click the Save Changes button.

57. Bill Pay Certification Page 57Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Bill Reminders – Delete a Reminder The consumer can delete/stop a reminder via the following steps: Step 1: Click on the Manage My Bills button in the navigation. Step 2: Select the biller from the Biller Name drop-down. Step 3: Select the “Stop reminders for this bill” option. NOTE: This option only displays for billers that currently have a reminder set up. Step 4: Click the OK button on the prompt.

58. Bill Pay Certification Page 58Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. 1.What is the purpose of a Bill Reminder? 2.What types of payments do not allow Bill Reminders to be setup? Practical Applications

59. Bill Pay Certification Page 59Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Recent Payments/ Bill Pay History

60. Bill Pay Certification Page 60Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The Recent Payments area of the Payment Center screen displays the last 45 days of payments. Recent Payments

61. Bill Pay Certification Page 61Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The consumer can view 24 months of payment history via the Bill History button and can search for payments via one of the following options: Current View – allows the consumer to select from a pre-defined date range (such as Past 30 days and future) or enter a specific date range Additional Options – allows the consumer to display their history by a specific Biller, Category, Status, or Account. When a filter option is chosen, the consumer will need to specify the specific criteria (such as a specific biller’s name) Column Headers – allow the consumer to sort their history according to any column other than “Action” Bill Pay History

62. Bill Pay Certification Page 62Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Each payment found on the Bill History screen has a View Detail link that allows the consumer to see specific payment details, including the method of payment, confirmation number, and/or posting information (depending on the biller’s relationship with Fiserv). Payment Inquiry – allows the consumer to submit a request to research a payment. NOTE: The Payment Inquiry link will only display for “Paid” or “Failed” payments within the last 6 months. However, inquiries on older payments can still be opened by the financial institution via PartnerCare. View Bill – allows the consumer to view, print, and/or download a copy of their e-bill in PDF format (this is a biller-dependent feature). NOTE: Only the last 6 months of e-Bill history is available. Bill Pay History (cont’d)

63. Bill Pay Certification Page 63Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Submit a Payment Inquiry The consumer can submit a payment inquiry for any payment related issue or question via the following steps: Step 1: Enter the required information (specifically the reason, type of biller, and the amount(s) of any late fees or finance charges). NOTE: If the consumer incurred a late fee or finance charge, the consumer should pay the fee/charge to the biller. If Fiserv finds that the issue was not due to an error on the customer’s end, Fiserv will reimburse the consumer (up to $50). Step 2 (optional): If the consumer contacted the biller in regards to the issue, the consumer can enter that person’s contact information so that Fiserv can attempt to speak with that same person at the biller. Step 3: Click the Send Inquiry button. IMPORTANT: If the financial institution is providing 1st Tier Bill Pay support to consumers, the financial institution will need to address all submitted inquires via Web Sponsor Mail and open research cases in Partner Care as appropriate. (Please refer to the resource page for documentation on Web Sponsor Mail.) However, if either Intuit Financial Services or Fiserv is providing 1st Tier Bill Pay Support to consumers, this form will be sent directly to Fiserv.

64. Bill Pay Certification Page 64Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. 1.How can the consumer confirm that a payment has been made? 2. What criteria is the consumer able to sort by in Bill History? 3.What are the options where payment inquiries will be sent? 4.How much history is available to the consumer? 5.Can the consumer download their bill payment history? If so, in to what formats? Practical Applications

65. Bill Pay Certification Page 65Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Funding Accounts

66. Bill Pay Certification Page 66Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. View Funding Account(s) The consumer can view and/or change the name (nickname) of a funding account that they are using for bill pay via the following steps: Step 1: Click on the My Accounts button in the navigation. Step 2: Click the Edit Name link. Step 3: Edit the account name (nickname). NOTE: This nickname is displayed in bill pay and is not passed back to the financial institution or the biller. Step 4: Click the Save link.

67. Bill Pay Certification Page 67Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Add a Funding Account The consumer can add a funding account to be used for bill pay via the following steps: Step 1: Click the My Accounts button in the navigation. Step 2: Select the “Add Financial account” link. NOTE: The financial institution’s name will display in place of “Financial”. NOTE: If the financial institution, during Implementations, opted to not allow consumers to add their own funding accounts online, consumers will see a message on the My Accounts screen instructing them to contact their financial institution. The financial institution will add additional funding accounts on behalf of the consumer via PartnerCare.

68. Bill Pay Certification Page 68Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 3: Select the Account Type and enter the account number of the account to be added. NOTE: During Implementations, the financial institution will provide their Routing Transit Number to be hard coded on this screen. The consumer can add only checking accounts at the financial institution. However, the financial institution can add checking and money market accounts regardless of the routing transit number in PartnerCare. Add a Funding Account (cont’d) Step 4: Click the Add Account button.

69. Bill Pay Certification Page 69Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Step 5: The new account will display in the account list with a status of “Unverified”. Within two days, Fiserv makes two small deposits and one withdrawal (totaling the two deposits) into this account and the status will change to “Pending Verification”. Once these deposits have been made, click the Verify Account link. Add a Funding Account (cont’d) Step 6: On the next screen, click the Yes, I’m ready to verify… button.

70. Bill Pay Certification Page 70Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Add a Funding Account (cont’d) Step 7: Enter the two deposit amounts in the fields provided on the Verify Account screen and click the Verify Account button. The account will now display on the My Accounts screen in a “Verified” status. NOTE: If the consumer exceeds three invalid attempts to enter the deposit amounts, the financial institution will need to verify the account within PartnerCare.

71. Bill Pay Certification Page 71Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Move Payments Between Funding Accounts The consumer can also move pending payments between funding accounts in a “Verified” status via the following steps: Step 1: Click the My Accounts button in the navigation. Step 2: Select the “Move payments” link. Step 3: Choose the From Account and To Account from the dropdown menus. Step 4: Click the Move Payments button. Step 5: The system displays the payments that will be moved (or message will appear if there aren’t any payments to be moved). Click the Yes, Move the Payments button to move the transaction(s).

72. Bill Pay Certification Page 72Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Delete a Funding Account The consumer can delete a funding account via the following steps: Step 1: Click the My Accounts button in the navigation. Step 2: Click the Delete Account link. Step 3: Click the “Delete Account “ button in the prompt. NOTES: If the consumer only has one funding account, it cannot be deleted. Any pending payments tied to a funding account that is deleted will be canceled. If the consumer later attempts to add a funding account (that they had previously deleted) back online, they will receive an error message. The consumer will be prompted to print out a form to send to Fiserv along with a voided check in order to have Fiserv add the account on their behalf.

73. Bill Pay Certification Page 73Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Practical Applications 1. Can a consumer pay bills from more than one funding account? 2. True or False? Deleting a funding account will cancel all pending and automatic payments associated with that account. 3. Can a consumer edit the account number for one of the funding accounts that they are using for bill pay?

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75. Bill Pay Certification Page 75Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. My Profile

76. Bill Pay Certification Page 76Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. View Profile Information The consumer can view their personal information (i.e. the information that was included in the e-Reg record that was sent to Fiserv upon the consumer opting in to bill pay) via the following steps: Step 1: Click the My Profile button in the navigation. Step 2: Select the “View personal information” option. Step 3: Click the Cancel button. NOTE: If the consumer needs to edit the information they must contact the financial institution and the financial institution will update the consumer’s e- Reg record via Management Console  Bill Payment  User Profile Maintenance. NOTE: The consumer can also view their confirmed funding account(s) that they are using for bill pay on this screen as well. If the consumer needs to add and/or delete a funding account they must go the My Accounts button.

77. Bill Pay Certification Page 77Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. View Additional User Information If the financial institution set up a co-subscriber (an authorized caller) in PartnerCare for the consumer, the consumer can view that user’s information (i.e. the co-subscriber’s profile information) via the following steps: Step 1: Click the My Profile button in the navigation. Step 2: Select the “View information for an additional user:” option. NOTE: This option will not display if a co-subscriber has not been set up for the consumer in PartnerCare. Step 3: Click the Cancel button. NOTE: If a co-subscriber needs to added, edited, or deleted, the financial institution must complete the task in PartnerCare.

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79. Bill Pay Certification Page 79Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Messages

80. Bill Pay Certification Page 80Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The Messages link allows the consumer to view messages about their bill payment service as well as any payment inquiries they have submitted. NOTE: The red “View new message from customer service” link only appears when there is a new message. View Messages

81. Bill Pay Certification Page 81Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The consumer can view messages about their bill payment service (i.e. responses to payment inquiries, payment issues, etc) via the following steps: Step 1: Click the Messages link in the upper right corner of the screen. Step 2: Click the View link next to the appropriate message to view the message. View Inbox Messages Step 3: Click the Close button. Step 4(optional): Click the Delete link to delete the message.

82. Bill Pay Certification Page 82Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. The consumer can view any payment inquiries that they had previously submitted via the following steps: Step 1: Click the Messages link in the upper right corner of the screen. Step 2: Click the Sent Messages link. View Sent Messages Step 3: Click the View link next to the appropriate message to view the message. Step 4: Click the Close button. Step 5(optional): Click the Delete link to delete the message. TIP: Click the Inbox link to be returned to the Inbox.

83. Bill Pay Certification Page 83Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Practical Applications 1. What messages will appear in the Inbox section of the Messages area? 2. What messages will appear in the Sent Messages section of the Messages area?

84. Bill Pay Certification Page 84Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Help The Help link contains content-specific, general and topic-specific information via the Contents, FAQs and Getting Started buttons.

85. Bill Pay Certification Page 85Section 3: Consumer Experience © 2011 Intuit Financial Services All rights reserved. CONFIDENTIAL AND PROPRIETARY. Section Objectives - RECAP In this section, you learned how to: set up and manage payees/billers set up and manage e-bills set up single and automatic (recurring) payments manage pending payments set up payment reminders view historical payments manage funding accounts use the message feature for questions or issues with bill pay