Category Archives: Crossings

Crossings Email Templates

Setting up, Managing and Modifying Events & Templates

The Crossings module allows you to setup automatic events using the Rule Module. Automate email, sms and events based on certain rules to more efficiently manage your customer workflow through the compliance funnel.

Automatic Email & SMS templates

To set up, manage or modify Crossings email and SMS templates, visit the Rules Module on the main menu. Once there, select email templates and you will be presented with all the available Crossings department templates.

To edit or modify a template, select the template you wish to edit and on the right side of the screen modify the text.

The same goes for SMS templates, simply select SMS templates.

Rules Module’s Email & SMS templates support the use of Merge Tags that retrieve the information and embed them within the emails.

Supported Banking Module Merge Tags are:

  1. [Client Full Name]
  2. [Client Email address]
  3. [Client physical Address]
  4. [Account number]
  5. [Account balance]
  6. [Parked deposit amount]
  7. [Parked deposit date]
  8. [Credit card 4 last digits]
  9. [Documents status]
  10. [Documents comments (predefined or free text)]
  11. [Compliance status]
  12. [Client categorization]
  13. [Client risk level]
  14. [Account leverage]
  15. [Account stop-out level]
  16. [PEP status]
  17. [Required VS uploaded VS Missing]
  18. [Last deposit amount]
  19. [Last deposit date]
  20. [Passport expiration date]
  21. [Utility expiration date]
  22. [Withdrawal Status]
  23. [Demo account number]

Setup Events

To set up events and what triggers automated emails and SMS templates to be sent, visit the Rules Module and select Events. You can build a new Event or modify an existing template by select one from the list of available Crossings Module Events.

Compliance Email Templates

Beside from the automatically email that are sent to the client based on the events setup,

A compliance user can send a customer an email directly through the compliance module by clicking on the email icon in the compliance profile sub menu or alternatively, as part of a larger selection on the leads table.

Once clicked, the new email popup window will appear.

Using a template

To use a template a department will be selected automatically based on where the user clicked from. This will determine which templates are available to the user. The department can be changed manually if needed.

Language will be automatically selected based on the client language. The agent has the ability to change it.

Then the user will select a template. Only templates that fit the department, and are available in the chosen language will be shown.

The from field will automatically take the MF user’s first name and last name the actual email address will be set when building the original template. MF user will be able to change the display name.

Subject line- this will be the email’s subject line which will be predefined when creating the template.

If a user does not select any predefined template they will be able to manually create an email.

Writing an email or editing a template

In the editor section, the user will be able to edit a chosen template or alternately write an email manually.

When they are ready to send, they click send email.

 

Crossings Compliance Table

When a Crossings user clicks on Binder they will be presented with a leads table showing all customers that have to be dealt with.

The agent will also have a sub navigation menu bar with quick editing options as well as the ability to filter. Once the agent clicks on any of the leads on the list, they will then be redirected to the corresponding customer’s profile.

Submenu navigation icons are:

  1. Add new
  2. Edit (must have selection)
  3. Export (permission based)
  4. Rearrange and save Columns / display
  5. Reset (to default display)

Quick edit options are:

You can mass select customers on the table and quick apply quick actions. List of quick actions available are:

  1. Change status (if Compliance Department rep, will only show the compliance statuses).
  2. Send SMS
  3. Send email
  4. Send status email

Crossings Table Column Explanations

  1. No. Table Numeric: when one is approved numbers realigned
  2. ID Client ID in MF
  3. Flag Flag as user chooses once chosen all row will be coloured
  4. Read only? State of MT account (via MT API)
  5. Accounts Trading account
  6. Parked DepositWhen allow parked deposits is set to on, these clients payment details is with us and we are waiting for compliance approval to fund it
  7. Account Type Account type as chosen by the customer on the company website
  8. Name Client’s name
  9. Branch Branch client is assigned to
  10. Compliance Status Compliance as chosen by back office manager
  11. Docs Missing The documents that are still missing in his profile (note that a client Passport is expired it will show (exp) next to doc name
  12. Uploaded and not checked Documents the client uploaded and was not checked by back office yet
  13. Reg. date Client registration date
  14. Last upload Last uploaded doc by the client
  15. Balance Manager Account balance
  16. Last Comment Date MF manager
  17. Last approached Back Office last comment
  18. Next approach The last email, Tel, SMS client was sent Next email, Tel, SMS client will be sent

Crossings (Compliance)

Introduction

The Crossings Module is built to handle most of your compliance and AML requirements as required by various regulatory bodies.

To make compliance procedures automated we’ve set up a robust set of rules, actions and events to help you maintain, report and automate.

Crossings module consists of the following core components / sections:

  1. Home
  2. Crossings Lead Table
  3. Crossings Profile
  4. Settings

Depending on the Crossings user’s system permissions, they will see only the above mentioned sections on MF menu. From the above four sections, the Banker agent will be able to manage all the compliance operations of the company.

Only customers that have met the following conditions will show in the Crossings module:

  1. A client has uploaded at least 1 document
  2. An unapproved client made a deposit
  3. A manual initiation by clicking on the “add new” – this means: a registered client that is manually added by a system user.
  4. Active and approved client document expired, will return to the active list.
  5. Active and approved client used a new credit card, will return to the active list.
    1. Clients that return to the active list (i.e. had at some point a compliance status of “Approved”) will a compliance status of “Approved Expired Docs” and “Approved New CC” respectively and will be colored in the compliance leads table.

In order to approve a client for compliance the following items should be checked:

  1. All required docs should be approved both by BO and Compliance
  2. An expiry date for the passport must be inserted and for a date in the future
  3. A date of Utility bill should be inserted and must not be more than 6 months in the past from current date. (v.2 will include settings to determine the period set by system user)
  4. If a call for final approval is set to “on” then a compliance officer will need to manually click and approve the call has been made.
  5. If “allow external DB check” is set to on, then a user must download a PDF from the external DB

Crossings Required Documents Widget

This is the core widget of the compliance department as handles all the company’s KYC requirements.

Here the compliance department will be able to set certain documents as required, generate new documents, review documents to meet regulatory requirements as well as manage the customer’s entire flow through the compliance funnel.

The widget’s main screen shows all documents that were marked as required as part of the client’s classification and the template chosen in the settings.

Marking a document as required

By ticking the tick box to blue, the agent marks a document as required. Once this happens, it automatically adds the document to the required list.

The name of the document is displayed as well as the count of documents received. Additionally, once a document is showing as required, the two approved sliders need to be marked to approved in order for the system to allow the customer’s compliance status to be marked as approved.

If a document is not marked as required, has not been provided by the customer and all other required documents are marked as approved then the customer’s compliance status will be able to be marked as approved provided all other limitations and requirements met.

Viewing, reviewing or updating document details

To view a document, click on the name of the required document. This will open the document manager popup where all the documents provided for that particular required document will be displayed.

Here the agent will be able to review a recent document by completing the fields. Additionally, can view all the existing documents and comments.

To view the document, click on the document name link and it will open the standard document viewer window.

Approving / rejecting a document

Once an agent has reviewed a document he /she can mark the document as approved directly on the document manager screen or alternatively, update the required document field as approved on the compliance document widget itself.

If a document has not been approved, the document field will continue to be required and will show as required on the automatically generated emails that get sent out to the customer.

Adding a new document

To add a new document (required or not) the agent can click on the additional document and then will be presented with the Create new document popup screen.

An Agent can create a document from scratch for specific clients by adding the name of the document the document acronym set if it is required or not, and if it sets as required it will not allow you to save the

On this screen the agent will need to select the type of document and provide a name, an acronym and mark if the document is a required document or not.

The types of documents that can be setup are:

  1. Client provided document
  2. Company provided document to the customer to sign or complete

Based on the type of document, the agent will be able to create a new compliance document.

If it’s a company provided document that the customer needs to complete or sign, the agent will be presented with an option to upload a document that can be sent to a customer.

Once completed, the document will show on the main widget either as required or not.

System Document Statuses

As clients upload documents and go through the various stages of compliance, the system compliance statuses will apply.

You can create these statuses or modify their names via the Crossing’s Settings page under Compliance Statuses.

These statuses are used for structuring the document onboarding procedure and making the process clearer on a per document basis for the customer.

They also are used to trigger compliance notification emails informing the customer their document status per document. 

For example: if a compliance department agent marks three documents as required on the customer’s profile, it will send the compliance email template with the status [doc name] required in a list format listing all three documents.

The customer then uploads two of the three documents and compliance agents mark the two as approved, the customer will get the compliance email template with the status [doc name] missing, [doc name/s] approved.

 

Crossings Compliance Call Widget

Make Compliance Call

The Compliance Call widget is a version of the dialer widget. It lists the phone numbers of the customer and the ability to make a call directly from the compliance profile.

To make a call, simply click on the number you wish to dial, and the widget converts into a dialer. The dialer provides standard Mute, Record (if not set to automatically record all calls in settings), a dial pad, place call on hold and transfer call to another user.

Mark compliance call as completed

To mark the compliance call as completed, a Crossings user must slide the slider on the top right of the widget to the on position.

Once this has been marked, the customer’s compliance status can be changed to approved.

Skip Compliance Call

If set on the settings below, the compliance officer can click “Skip compliance call” which negates the need to make the compliance call for the customer’s compliance status to be marked as Approved.

If this has not been selected and the top right compliance call completed slider has not been marked, then the compliance agents will not be able to mark the customer’s compliance status as approved.

A popup message will prompt if this has not been checked if the compliance status is being attempted to be changed.

 

Crossings Compliance Alerts Widget

The Compliance Alerts widget allows agents to quickly mark a customer as PEP, SIP, RCA or as a US Citizen by simply sliding the slider to on.

Once turned on, a notice will appear on the customer’s profile (all departments) notifying of the alert.

External AML check

The widget also allows the agents to run an external AML check using the connected External Database Provider (see AML settings on the setting section later in this document).

To run an External AML Check, simply slide the slider to the “on” position. Once turned on, the system will generate the check via the connected External Database Check Provider (via API).

The results document will display on the Compliance widget with a document icon. Once clicked, it will open the document in the standard image viewer for the compliance department to view.

 

Crossings Deposit Methods

Widget displays the current most used deposit methods of the customer that are currently marked as Active.

The widget also displays a “Parked Deposit” notification if there are any parked deposits. Directly on the widget the agent will be able to mark a deposit method as inactive / not approved by simply sliding the slider to the left.

Once a deposit method is marked as inactive, the customer will no longer be able to use that particular deposit method to fund his/ her account.

The reverse of this is to simply slide the slider back to active, and thus enabling the deposit method to be used again.

Please review the Banker Module specifications that explain how this is blocked at the CRM side vs. the actual PSP or wallet.

Add / edit a deposit method

The Crossings module agent can also add a new deposit method or modify an existing deposit method by clicking on the “Add or edit deposit method /s…” link.

Once clicked the agent will be presented with a screen that shows all the current active and inactive deposit methods that are on file for the customer.

On this screen the agent will be able to:

  1. Add a new credit card
  2. To add a new credit card or wallet deposit type, select the deposit type and complete the fields.
  3. Agents will also be able to select the max deposit for that particular deposit type.
  4. Once saved, it will be marked as active. Any max deposits set here will go toward the total deposit amount (if set) on the settings screen.
  5. Modify an existing credit card / payment method

To modify an existing payment / credit card method, see the approved / active list. You can edit the fields by clicking on the pencil icon when you come close to the item with your mouse.

Approved and active statuses are different. Approved means that the card is approved to be used by compliance.

Compliance Status Widget

Widget displays the current compliance status of the customer (compliance status can be modified, edit or added via the Compliance Status setting).

Additional quick compliance actions can be taken on this widget as well including:

Freeze account

Completely freezes the customer’s account. Customer is put on read only on the trading platform, and freezes his ability to make a deposit, make a withdrawal, or transfer funds between his / her accounts on the website. This is the highest level account block. In order to achieve the freeze state on the website an API will be defined to get the freeze state.

Close only

Customer can only close open trades (if any) on their trading account/s.

Read only

Customer’s trading account is switched to Read Only (trading platform status), which means they cannot open or close trades but can view all activity on the account. An API from MF to the trading platform will be set to achieve the read only state

Withdraw only

Customer’s account is set to withdraw only, meaning they can still open and or close trades but cannot deposit anymore from the website. An API to MF will be defined to achieve the withdrawal only state

These quick actions can be set to active at the same time, each having it’s own effect. The only one of the above that trumps the others is the “Freeze Account”.

Compliance Profile

Introduction

The Profile and Dashboard is the core of the CRM and serves a dual purpose; Customer Profile and Agent’s Home page. At its core it is the customer’s main profile page where all actions can be taken as company agents (department specific) and serves as the main dashboard for company agents.

Customer Profile

The User Profile is the main page for each individual customer. It contains all the information about a customer, their past interactions / history logs with your company, their account balances and all communication between customer and company.

The User Profile dashboard is made up of fixed and optional widgets to suit the agent’s preferences or department.

Profile copy

Example customer profile (Compliance)

Agents will see a different default User Profile setup based upon the department they belong to. The various widgets that make up the User Profile are also flexible in the information they display based upon the agent’s department.