SBL Help touchpoints for Confirm Financial Institution Details

[dan-padgett]

Along with instructions for the filer about updating data on financial institution details, we need to define and document those touchpoints from the SBL Help perspective. This will help identify communication strategies for initial requests; processing, approving, or denying requests; and any follow up actions.

[dan-padgett]

Summary

On 10/30, we talked with Chynna, Shomari, and Christine about the SBL Help process. Along with learning about the overall support process, we identified ways in which we can better support SBL Help with responding to help tickets. One of their goals is to have more support handled at Tier 1. What we learned revealed a way to do that for MVP and several avenues to explore for a future state.

Findings

• In general, people know they will get a response by going through SBL Help (via email or the website). These requests typically include screenshots and links.
• SBL Help maintains a script used by Tier 1 for quickly responding to common inquires.
• SBL Help needs to have enough knowledge about the SBL website and SBL products to provide support. This includes understanding the data required for submissions, what the source of truth is for each type of data, who is responsible for updating data at the source, and how to make those updates.

Recommendations

• Use a consistent interaction to trigger a help request across SBL website pages. For now, use similar language and interaction that's found on the "View Financial Institution Details" page in Figma.
• For MVP: Clarify the source of truth for each data type required for SBL submissions. This needs to be done in a way where SBL Help can add to their Tier 1 script. The end result is a more efficient way to respond to questions so that SBL Help knows when (a) to send the person to an external database to make a change, (b) to go to an external database to verify data, or (c) to update their own internal database and approve the change.
• For Future State: Investigate how we might allow for submitting changes directly through the SBL website, and whether that is a feature that would be used.

Next Steps

• Update mockups per first recommendation
• Create a ticket to update the [Financial Institution Details chart in Figmaand work with SBL Help and data team on how the updated chart can inform the Help script.

[natalia-fitzgerald]

Hi @dan-padgett

Here are my notes from the SBL Help discovery meeting:

• Can go to this form or send an email to SBL ask a question.gov
• Can make recommendations through SBL help form
• Once they hit Submit it goes to SBL Help intake
• The SBL Help team determines if the ticket or question should be escalated to “Cases”
 When a financial institution’s email domain is not in our system:
• During the login the backend searches for the email domain and if the email domain doesn’t match they get sent to the HMDA registration form I want to be added 

Help channels
• HMDA Account Help is for assistance registering for an account or updating your institution’s registration information on the HMDA Platform in order to file HMDA data, provide the required fields and any additional comments below. Our technical support team will follow up with your request.
• HMDA Help is an internal admin within the HMDA app (not in Salesforce)
• HMDA help is just for questions
 When a user needs their financial institutions email domain to be added to the system:
• First Name, Last Name, Email Domain, and LEI
• Confirm in the same way it’s done in HMDA - Searching for LEI in GLIEF. We will need additional details to complete their account

• Where do we get the rest of the Financial Institution Details information? 
 HMDA Help only handles these
• LEI, FI name, email address, Tax Id, Agency code

Structured request (SBL)
• LEI, Tax ID, RSSID included in the request
 How long does the help process take (HMDA)?
• Tier 1 is pretty quick - no more than 24 hours - quick wins…escalated if requires more work
• Tier 2: Takes longer
• 14 days is the maximum - at that point Salesforce sends a notification
• Help script - common solutions - living breathing document

Tier 1 Operations: Handles more complex inquiries escalated Tier 2 Operations: Team of CFPB legal personnel answering escalated questions of a regulatory nature

Open questions? Validate financial institution details and how do you do that? How do you expect users to reach out about parent and parent top holder information? Help is the only way to reach SBL Help.
- Non-specific issue sent via email

• Specific issue submit the form

What does this data validation mean? But SBL has pseudo code I’m seeing these errors or warnings and I don’t know how to correct them

Users don’t typically go to the FAQ or Knowledgeable 

Tier 1: Shelly and 4 other people Tier 2: Chynna, Shomari, Christine Tier 3: Lawyers

[dan-padgett]

I've updated the initial comment with further links and recommended next steps based on a discussion with @natalia-fitzgerald and @kristenshaw4 on 11/6. Closing this ticket so that we can create the follow up ticket for updating the FI details chart that we have in Figma.