Searching for an end user in Q2 Co-Pilot

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Searching for an end user in Q2 Co-Pilot

You can search for an end-user record to retrieve their end-user information

To search for a end user's record

  1. On the Search page, select one of the following options from the list to search by:
    • Login
    • Tax ID/SSN
    • CIF
    • User's last name
    • Customer name
    Note: Select Star Iconnext to one of the available options to set it as the default search criteria any time when you navigate to the Search page
  2. In the search, enter a search criteria based on the search option you selected.
  3. Select Search.
  4. Select a search result to view the end user's record.
  5. Confirm that you located the correct record by asking the end user for one or more pieces of data displayed on the record. Follow any guidelines the FI may have provided for verifying an end user’s identity using resources outside of Q2 Co-Pilot.
Tip: Be careful not to give the customer the correct answer inadvertently. For example, ask “Can you please verify your ZIP code?” instead of “Is your ZIP code 78759?”
Note:
  • In earlier versions of online banking, some end users had separate Logins for online and mobile banking channels instead of a single Login. Older mobile Logins are excluded from search results and will require help from FI staff with access to .
  • CSR Assist is a feature in that allows a customer service representative (CSR) to log in to or on behalf of an end user. If a CSR is actively logged in to online banking with CSR Assist, it is possible that the related  will appear in search results. If that situation occurs, do not perform actions on that, such as resetting a password.

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