Centrex Client Portal Guidance

This article describes the general structure and shared elements of our Centrex Client Portal (portal.centrexsoftware.com). This article also covers the associated file/business vertical - Business Loans. It is organized into the following sections;

• Overview
• Dashboard
• Document Library
• Advances
• Transactions
• Statements
• Tasks
• Message
• My Account
• Portal Support
• Settings

Overview

CONFIGURATIONS AND DOMAINS

Configurations are a key element of all Portals provided by us. Configurations always come from the assigned company. There are two configuration types used:

1. Domain - portal.centrexsoftware.com, for example
2. Company - based on the assigned company

LOGGING IN

You can log in to the account by visiting the domain URL (portal.centrexsoftware.com). Where requested, enter the user name and password as shown below.

Our clients can also log in as a Consumer, and their consumers can log in by going to the Contact's Client Dashboard and then scrolling down to the Customer Portal section (at the bottom of the screen). You will see the User Name, the date a Welcome Email was sent (if at all), and the Last Login date.

NOTE: The user name is automatically generated upon client enrollment.

You will also see “Active” or “Inactive” on the right side of the screen. “Inactive” will appear only if that portal was deactivated. From the bottom left of the screen, select the appropriate domain from the dropdown menu. 

Once you select a domain from the Select a Domain dropdown menu shown above, two options appear on the screen. You may log in as a Consumer or reset your password.

If you click Login as Consumer, you will be automatically logged in without needing a password. The logged-in user will then be identified as an “Agent.” This feature enables users to see a version of the portal, allowing them to see and perform specific actions as if they were the consumer, to aid the user while in contact with the consumer.

Dashboard

The Centrex Client Portal provides a User Dashboard similar to the one shown above. This page opens once logged in, or upon clicking the HOME link at the top left of the page.

The large red numbers on the example image above highlight five sections of this dashboard.

• Item 1: The top left of the dashboard displays the user’s First Name, the Initial of their Last Name, and their identification number.
• Item 2: Below that, the top left displays aggregated account balance, the next transaction amount and the next transaction date.
• Item 3: In the top middle of the page, is a “Request Payoff” button” allowing the user to select one or more deals if the user is ready to pay off the full amount.
• Item 4: To the far right of the page is a listing of any outstanding tasks assigned to you. If you have no tasks assigned, the image shown below may be in its place.
  
• Item 5: At the bottom of the page is a “Quick Actions” section, providing four (4) commonly used options. These are:
  • Send a Message
  • View Tasks
  • Upload Documents
  • View Transactions

On the left side of the page, the Centrex Client Portal offers the following Menu Options, as shown here.

• Document Library
• Advances
• Transactions
• Debts (rarely used)
• Statements (for clients using the ForthPay Gateway)
• Tasks
• (For DSRP’s) Messaging

Document Library

The Document Library shows all uploaded documents. Visible Document Types are controlled via the Settings Page. If a document type is allowed/enabled via the Settings page, all uploaded documents in the CRM on the contact’s file with that document type will be visible to the consumer. The consumer can also upload into any visible document type. Consumers can view and download files; however, the agent role is restricted to viewing only. These actions are configurable via the Settings page.

Advances

The Advances menu option is the first item listed under the Financials section of the menu. The Advances page displays the total number of advances, the aggregated account balance at the top of the page (see image below).

It also displays each advance associated with the user, and the status of each advance. If you hover over a particular advance (example shown below), you will be given the option to open additional details about that advance.

After clicking the Click to View Advance Details link, the following detail page will open.

Transactions

The Transactions menu option includes a table reporting on transactions. The table shows all transactions, regardless of their status. This is a highly configurable page for the client (see example below).

Debts

The Debts menu option opens a page that has a Summary section and an Accounts section. The Summary section displays the settlement payment progress and the dollar amount(s).

NOTE: Account refers to a single debt on the contact file. Configured settings determine the visibility of Unenrolled, Enrolled, Settled, and Unsettled debt visibility.

Within the Accounts portion of this page, the current creditor is highlighted in bold letters and is listed above the original creditor (see Midland Credit Management in the image below). The original creditor can be the current creditor if the debt was not sold (see Chase Bank in the image below).

If Document Upload was configured via Settings, the user will be required to upload the specified document type(s) if the consumer does not already have uploaded files of the document types specified in the Settings page.

Statements

The Statement menu only shows information if the client is a FORTH Pay customer for payment processing, as it is linked to the FORTH Pay payment gateway.

• Using the My Account page, ForthPay clients can select to receive either Paperless or Paper statements. Consumers who are ForthPay clients are presented with this choice upon their first login as well.

NOTE: The information displayed via the Centrex Client Portal is pulled from the Settlements tab within the CRM.

Tasks

If a task is assigned to a client, that task will appear on the Consumer Portal via the Tasks menu option. This page displays the completion status of each task listed, and consumers may be given the ability to act on a task. If you click on the circled checkmark under the "Actions" column, the entry in the "Completion Status" column will turn from No to Yes, and from Red to Green.

Message

This feature allows a message to be sent from an email address associated with a user. This is the same feature accessed from the Send a Message Quick Action button on the Home Dashboard. To access it, click on the small envelope image in the top right corner of the screen. 

In the dialog box that follows, you may view all existing messages by clicking View All Messages or you may launch a new message by clicking the small paper airplane image on the left side of the dialing box (see highlighted image below). 

A "Send a Message" pop-up will then appear with fields for the subject line and the actual message you wish to send (see the right side of the image shown above).

My Account

The My Account screen displays basic name and email address for the account owner. If you click My Account (highlighted above), additional information will be displayed, including the date of birth, the date the user first began using the account, the account’s primary email address, the account number (pulled from the CRM), and a “Change Password” button.

From this screen, the user may also see any banking information they entered in the CRM, including Bank Name, Routing Number, and Account Number.

From the My Account page, a FORTH Pay client can select whether to receive statements electronically (via email) or as a paper copy.  

Portal Support

The Help and Support Section comprises a “Help” menu and a “Frequently Asked Questions” menu. They can be accessed by clicking on the small Question Mark icon at the top right of the screen (see below).

The Help menu provides contact information for the company to which the client is assigned. The Frequently Asked Questions (FAQ) feature is configurable via Settings. A listing of questions is posted in bold, and the answers for each one are displayed.

Settings

After entering their username and password for the first time, the consumer is asked to verify their date of birth and the last four digits of their Social Security number.

If the user is a ForthPay client, they will be prompted to choose between paper and paperless statements on the “My Portals” page during their first login. If Document Types were configured as part of the consumer onboarding, you must upload document types chosen in the settings (if they don't have Uploaded Files of those Doc Types already). After the consumer completes those, they are sent to the Portal itself.

NOTE: The consumer can change their statement preferences via the “My Account” page after the first login and onboarding process.

To access portal settings, go to the Admin tab, select the Settings button on the ribbon, and then click the Customer Portal Settings button on the next ribbon. 

Go to our Help Center article titled Customer Portal Settings, to the section titled Understanding the Domains page for information on updating your portal settings, including assigning a domain.

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