Giact Training

Giact - A new tool to verify bank accounts

1.) Introduction (copy)

Objective

Welcome to Giact training!

In this course, you learn how to:

  • Describe what Giact is and what is does
  • Identify Giact verification states and what types of accounts Giact processes bank accounts
  • Demonstrate how to Giact works
  • Identify where to find the Giact return codes
  • Illustrate how to troubleshoot an account that has a blocked account
  • Identify when a Basic Payables account upgrade requires a user to enter the bank account again

Please click on each section to go through the entire course. At the end, you should end up with 100% progress at the top right of the home page. Click Finish course to receive credit.

2.) Giact 101 (copy)

Objective

Describe what Giact is and what is does

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What is Giact?

Giact is a 3rd party tool that has been instituted for an extra layer of security to mitigate fraud and risk when a bank account is added to the system. Giact looks at bank account status (open/closed/NSF/etc) in addition to name matching using inputs including, but not limited to:

  • Bank account number
  • Routing number
  • Bank account name
  • Payer address on file

Knowledge Check

  • Bank Account Number
  • Passport or Government Issued Identification
  • Payer Address on File
  • Bank Account Name
  • Bank Account Application Form
  • Routing Number
When a bank account is added, which data points does Giact look at for verification?

3.) Bank Flows (copy)

Objective

Identify Giact verification states and what types of accounts Giact processes bank accounts

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Giact Verification States

There are 3 potential verification states Giact will post.

  1. Pass
  2. Block
  3. Partially Pass

Below is a flowchart that illustrates the verification process.

Account Types

There are 7 accounts types which Giact processes bank accounts. It is important to know all account types and flows which Giact takes to validate the bank account.

In the next slides, you'll review each type of account and which verification states are presented when Giact reviews the bank account.

Verification States & Account Types

It is important to note how verification works for each account type.

 

Verification States: How it looks like in Bill.com?

Below are screen shots on how each verification states looks in Bill.com.

Passed

Partial Pass

Blocked

Knowledge Check 1

  • Basic Payables
    Bank account verified and available for use (no test transaction - debit and credit)
  • Accounts Payable, Accounts Receivable, Manually adding a Customer bank account & Portal accounts
    Test transaction (debit and credit) is sent to bank account
  • Basic Receivables
    Bank account verified and available for use, random (penny) deposit is sent to bank account and can still be invalidated
  • Manually adding a Vendor bank account
    Bank account verified and available for use after confirmation, random (penny) deposit is sent to bank account and can still be invalidated

Knowledge Check 2

  • Blocked - Bank account not available for us
  • Blocked - Bank account failed
  • Insufficient data/funds
  • Blocked - Call Giact for detaiis
If a bank account is blocked, no matter what account type, what is the message Giact provides?

Knowledge Check 3

  • Basic Receivables
  • Accounts Payable
  • Basic Payables
  • Manually adding a Vendor bank account
  • Manually adding a Customer bank account
  • Portal accounts
  • Accounts Receivables
Which account type has the ability to partially pass?

4.) Blocked Accounts (copy)

Objective

Demonstrate how to Giact works

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Understanding how Giact works

Each time a new bank account is added in Bill.com, a call is made to Giact to verify the account. When an account is blocked, an entry for that bank account is made to a Giact table within our system. When an already blocked bank account is added again, a new call is not made to Giact, it only refers back to the entry already made to the Giact table. 

Knowledge Check

Each time a new  is added in Bill.com, a  is made to Giact to verify the account. When an account is , an entry for that bank account is made to a Giact table within our system. When an already blocked bank account is added again, a new call is  made to Giact, it only refers back to the entry already made to the

5.) Giact Return Codes (copy)

Objective

Identify where to find the Giact return codes

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Giact Return Codes

All account types use the same return codes except for Basic Payables (since it has the ability to partially pass).

One thing to note is if a customer enters an invalid routing number, they will not be blocked right away. They have a second chance to enter the correct routing number. If they enter an invalid routing number for the second time, they bank account will be blocked.

For more details regarding Giact return codes, please refer to the Giact support article. In day to day activity, you may not need to know what each return code means but it's a good reference guide.

Knowledge Check

  • Two
  • One
  • Three
  • Zero
If a customer enters an invalid routing number, how many additional attempts do they have until they are blocked?

6.) Troubleshooting (copy)

Objective

Illustrate how to troubleshoot an account that has a blocked account

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Troubleshooting a bank account that is blocked

If a bank account holder would like more information regarding why their bank account has been blocked:

  • Bank account holder can contact Giact at their toll free number: 866-918-2409
    • ‚Äč(Note: only the bank account holder should call, as sensitive information will be exchanged)
  • Use macro: Direct Support::Setup::Bank Account Blocked - Contact Giact

What's next? After the bank account holder called Giact...

If a bank account holder has worked with Giact and received confirmation that the account will pass, but it is still being blocked:

  1. Support Rep: In a KA chat, ask a KA or Lead to delete Giact response
  2. KA or Lead: On the bank account page, click on Delete GIACT Responses (this only needs to be clicked once, on one bank account entry, if bank account has been entered multiple times)

Knowledge Check 1

  • The customer needs to contact Giact
  • The customer needs to submit the latest bank account statement and photo ID
  • The Customer Support Representative needs to contact Giact
  • The bank account failed so the customer needs to re-enter the bank account again
If a customer's bank account failed verification and is blocked, who should contact Giact to resolve the bank account issue?

Knowledge Check 2

  • The customer doesn't call Giact
  • 888-918-2409
  • 866-981-2409
  • 866-918-2409
Which phone number should the customer call when contacting Giact?

Knowledge Check 3

If a  has worked with  and received confirmation that the account will pass, but it is still being blocked:

  1. Rep: In a KA chat, ask a  to delete Giact response
  2. KA or Lead: On the , click on Delete GIACT Responses

Knowledge Check 4

  • There is no macro
  • Direct Support::Setup::Bank Account Blocked - Contact Giact
  • Send to Tier 3
  • Direct Support::Setup::Bank Account - Contact Giact
Which macro should you use when a bank account is blocked and the customer needs to contact Giact?

7.) Basic Payables account upgrades (copy)

Objective

Identify when a Basic Payables account upgrade requires a user to enter the bank account again

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Basic Payables account upgrades

When upgrading from a Basic Payables account:

  • If user was taken through verid and bank account was verified through test transaction when initially added, bank account can continue to be used, there is no further action needed by the user
  • If user was not taken through verid and bank account received a full pass from Giact when initially added, the bank account will need to be added again. Bank account will receive a test transaction (debit and credit) and user will need to go through verid.

Knowledge Check

When upgrading from a Basic Payables account:

  • If the user was taken through  and the bank account was verified through test transaction when initially added, the   can continue to be used, there is no further action needed by the user.
  • If the user was not taken through verid and the  received  from Giact when initially added, the bank account will need to be  again. The bank account will receive a test transaction (debit and credit) and user will need to go through .

All done!

Congratulations! You have finished the last section and should have 100% of the course completed. If not, please go to the section which is not complete and finish it out.

Now you are an expert at Giact and can assist customers quickly and effectively.

Have a great day!