HSBCnet Customer Alerting · 2018-09-25 · Published: October 2019 1 About Customer Alerting...

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User Guide

Customer Alerting

October 2019

Customer Alerting

Published: October 2019 i

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Customer Alerting

Published: October 2019 ii

Contents Disclaimer ......................................................................................................................................... i

About Customer Alerting................................................................................................................ 1

Before you begin ............................................................................................................................ 1

Entitling Users ................................................................................................................................. 2

Using Customer Alerting service ................................................................................................... 3

Creating Scheduled Alerts .............................................................................................................. 3

Viewing Scheduled Alerts ............................................................................................................... 8

My Alerts ........................................................................................................................................ 10

Mandatory Profile Change Alerts ................................................................................................. 12

Viewing Profile Change Alerts ...................................................................................................... 12

Mandatory Payment Alerts for regions ........................................................................................ 14

Common Mandatory Payment Alerts criteria for some regions .................................................... 14

Bahrain account holders ............................................................................................................... 14

Egypt account holders .................................................................................................................. 14

Hong Kong account holders ......................................................................................................... 15

Malaysia account holders ............................................................................................................. 15

Singapore account holders ........................................................................................................... 15

Mexico account holders ............................................................................................................... 15

Customer Alerting

Published: October 2019 1

About Customer Alerting

HSBCnet’s Customer Alerting service allows you to create scheduled alerts and assign recipients who will receive these alerts upon the occurrence of specific HSBCnet events. The recipients receive these alerts via e-mails, SMS messages to their mobile phones listed in their HSBCnet profiles and in the My Alerts service. To provide additional security, the System also generates mandatory profile change alerts to inform the User whose profile has been modified. Users can receive alerts for the following HSBCnet services categories

• Account Information

• File Upload

• Message Centre

• Payments

• Trade including Standby Documentary Credits and Guarantees

• Positive Pay, and

• User Management

Before you begin To use this HSBCnet Service, your System Administrator must first entitle you with access to:

• Customer Alerting: This service provides the User with the ability to create, amend or delete scheduled alert parameters for themselves and other User profiles within your company, and/or

• My Alerts: This service entitles Users as recipients, to view a summary of all the items that have been alerted for their attention

For more information about User entitlements refer to the System Administration: User Entitlement User Guide.

Customer Alerting


Entitling Users

As a System Administrator, you can entitle a User to the Alerts and the My Alerts service by completing the following steps:

1. From your HSBCnet page, access the User Management service under the User and Account Management tab.

2. Select Modify User Access Level in the User Management Service.

3. Authenticate yourself using your Security Device or Smart Card.

4. Use the Quick Filter to locate and select the User you wish to entitle from the Search Results.

5. From the Maintain Access Control Details page, select the Customer Alerts link in the General Services section.

6. In the Maintain Customer Alerts authority page, enable the Alerts service by selecting the check-box. Choose Confirm to proceed.

Customer Alerts entitlement

7. On the Access Control Details page select Proceed after the required entitlements are completed.

8. Review the entitlement changes in the following page and select Submit.

Customer Alerting


Using Customer Alerting service

The Customer Alerting tab gives you access to two Alerting services.

• Create Scheduled Alerts, and

• Scheduled Alerts

Creating Scheduled Alerts The Create Scheduled Alerts service allows you to create alerts which are triggered upon the occurrence of certain events. You, and your specified recipients, can receive these alerts through e-mail notifications or the on-screen Alerts service within HSBCnet. Depending on the country of your recipients, SMS text message alerts may also be available.

If you are entitled to any of the HSBCnet services listed below, Alerts can be created against selected activities within these categories:

• Account Information

• File Upload

• Message Centre

• Payments

• Trade including Standby Documentary Credits and Guarantees

• Positive Pay, and

• User Management

Note: The procedure to create a scheduled alert is the same for all categories. However, each category presents its own unique features, options and requirements. Follow the on-screen instructions to complete the required fields. Mandatory fields are marked with an asterisk (*).

Create Scheduled Alerts Options

Note: The Alert category and activity options available in the Create Scheduled Alerts service depend on the HSBCnet services subscribed by your organisation.

Customer Alerting


To create a new scheduled alert from the Create Scheduled Alert service, complete the following steps:

1. Select an activity from the Alert category and activity field. Create an alert name in the Alert name field to make this easily identifiable for future reference by you/your recipients, and select Go. The Customer Alerting – Create Alert page appears.

Create Scheduled Alerts service (Payment Authorisation Alerts example)

2. Complete all mandatory fields and any optional fields on the page. The available options differ depending on the activity and category you selected earlier. The following images are from the Payment Authorisation Alerts example.

Scheduled Alerts—Create Alert (Payment Authorisation Alerts example)

Tip: Press CTRL and select to choose multiple items at the same time.

3. Next, select Apply and next to proceed. The Create Alert Account Selection page appears. Select the desired accounts and select Apply and next. When selecting accounts,

4. If Specific account(s) option is selected, use the account selection boxes to specify which accounts to include in the alert criteria.

Customer Alerting


5. If All option is selected, the account selection boxes are not available and all accounts that the User is entitled to will be included in the alert criteria.

Create Alert Account Selection (Payment Authorisation Alert example)

6. Next select the recipients (maximum 6) for this alert by selecting their respective checkboxes.

7. In the Selected recipients section, select the Alert by (e-mail or SMS) to be used to alert the recipients. Select Submit to create the alert.

Customer Alerting


Selected recipients – Alert by

Note: A maximum of 6 recipients can be designated per scheduled alert rule: - You must be entitled to the service to be eligible to be a recipient of the alert, while only the Users listed and displaying in BOLD will be able to take action on the alert.

8. The Alert Creation confirmation page appears. Review the details of the new scheduled alert and select Confirm to proceed.

Customer Alerting


Confirm Creation of Scheduled Alert

9. An acknowledgement confirms your action.

Create Scheduled Alerts—Acknowledgement

Customer Alerting


Note: Once an alert has been created, there is no further entitlement check, so you should review, and where necessary, update the recipients of sensitive or time critical alerts regularly to ensure the appropriate people receive these notifications within your company. The creation of scheduled alerts does not require authorisation.

Alerts are delivered by e-mail or SMS. In order to receive SMS alerts, Users must ensure their telephone/mobile/cell number is up to date in their personal profile record on HSBCnet. (See Welcome on the top of the My HSBCnet homepage).

My Profile – SMS Feature Enabled

Alert content is delivered in the language preference of the User where available. For security reasons, mobile phone numbers and e-mail addresses of Users are masked.

Sensitive details in the Alert content sent via e-mail or SMS will also be masked (i.e. Account number). To view full alert details or to take action on the alert you must log on to HSBCnet.

Viewing Scheduled Alerts The scheduled alerts summary service provides information on the number of alerts scheduled against each alert category. Select an alert category to display the scheduled alerts summary.

Scheduled Alerts service

Customer Alerting


To view the Alert details, select the Alert name link. A quick filter is also available.

Note: Each category has its own summary list of scheduled alerts.

Scheduled Alerts Summary- example

Choose Change or Delete in the Action column to modify or delete an existing alert.

Scheduled Alert Details

Customer Alerting


My Alerts

If you have been designated as a recipient for any alert, you can view triggered alerts in the My Alerts service. The My Alerts service appears under its own tab and is available automatically for all HSBCnet Users.

My Alerts service

To view details of a specific alert rule/parameters, select the Alert name link of that alert. The Alerts – Alert details page appears.

My Alerts Details page

Customer Alerting


To view details of the activity summary which triggered the alert, or action an Authorisation (entitlements allowing), select Received date/time. The Customer Alerting—My Alerts details page appears displaying the alert details.

Activity Summary

Customer Alerting


Mandatory Profile Change Alerts

To help HSBCnet customers prevent potential fraudulent activities, a mandatory alert is generated when the following profile changes are made by a User.

• E-mail address at work

• Telephone number at work

• Mobile telephone number

• Address line 1

• Postal code/Zip code, and

• Security Information / Security Device PIN

Additionally, an alert is also generated and sent to the User when a new HSBCnet service is ready for their use.

Users do not have an option to stop these alerts which are sent by default to their e-mail address listed in their HSBCnet profile. However, System Administrators or Users with entitlements to Customer Alerts service are able to modify the delivery channel to receive these alerts via SMS or direct them to only appear in the My Alerts service in HSBCnet.

Viewing Profile Change Alerts As an End User, you can view any Alerts triggered due to changes in your profile in one of three ways:

• Via e-mail sent to the e-mail address in your HSBCnet profile

• SMS sent to the mobile phone number in your HSBCnet profile, and

• My Alerts service

My Alerts service – Mandatory Profile Change Alert

Customer Alerting


My Alerts – Mandatory Profile Change Alert Details

Note: By default, mandatory profile change alerts are only sent to the e-mail address of the User whose profile has been amended. Therefore, the option to choose a recipient is disabled.

Customer Alerting


Mandatory Payment Alerts for regions

Mandatory Alerts are alerts that are triggered when payment instructions are authorised by Users who are Sole Control enabled for Payments on HSBCnet. Alerts are sent to the designated recipients via e-mail or SMS depending on their country. Currently, mandatory alerts only apply to Bahrain, Egypt, Hong Kong, Malaysia, Singapore, and Mexico account holders.

Common Mandatory Payment Alerts criteria for some regions Please note the following common criteria are applicable to account holders in Bahrain, Egypt, Hong Kong, Malaysia, Singapore, and Mexico. Mandatory Alerts only generate for changes in payment status.

• Customers have Sole Transaction Control enabled for Payments on HSBCnet

• Users need to be active under the Customer Profile and have enquiry rights on the accounts for which the alerts are sent

• All Alert notifications generated for an individual User are also available for enquiry through the My Alerts service, and

• Mandatory alerts are required by local monetary regulations and cannot be disabled for Sole Transaction Control customers. If the customer does not want mandatory alerts sent to their Users, their profile must be converted to Dual Transaction Control. Please contact your Bank representative for further details.

Bahrain account holders As per Bahrain regulatory requirements, some customers will receive e-mail alerts for authorised payment instructions. The alert will be generated for the following payment types: Priority Payments, ACH Credit and Financial Institutions using Customer Transfers and Bank to Bank transfers. These alerts are sent to customers who meet the following criteria:

• A Bahrain or Non-Bahrain domiciled HSBCnet customer with Sole Transaction Control (STC) debiting a Bahrain account

All payment authorizers under the customer profile will receive the mandatory alerts for Bahrain accounts.

Egypt account holders As per Egyptian regulatory requirements, some customers will receive e-mail alerts for authorised payment instructions. The alert will be generated for the following payment types: Priority Payments, ACH Credit and Financial Institutions using Customer Transfers and Bank to Bank transfers. These alerts are sent to customers who meet the following criteria:

• An Egyptian or Non-Egyptian domiciled HSBCnet customer with Sole Transaction Control (STC) debiting an Egyptian account

All payment authorisers under the customer profile will receive the mandatory alerts for Egyptian accounts.

Customer Alerting


Hong Kong account holders As per Hong Kong Monetary Authority (HKMA) regulatory requirements, some customers will receive SMS alerts for authorised payment instructions. These alerts are sent to customers who satisfy either of the following criteria:

• A Hong Kong or non—Hong Kong domiciled HSBCnet customer with Sole Transaction Control (STC) using a Hong Kong account, and

• A Hong Kong domiciled HSBCnet customer with Sole Transaction Control using overseas accounts

Affected customers are required to nominate a User under their HSBCnet customer profile to receive these regulatory alerts. The SMS alerts are sent to the mobile number(s) available on the User‘s profile.

Malaysia account holders As per regulatory requirements in Malaysia, some customers will receive e-mail alerts for authorised payment instructions. These alerts are sent to customers who meet the following criteria:

• A Malaysian or Non-Malaysian domiciled HSBCnet customer with Sole Transaction Control (STC) debiting a Malaysian account

The payment authorizer will receive the mandatory alert for the following payment types from Malaysian accounts: Bill Payments, Priority Payments, ACH Credit and Financial Institutions using Customer Transfers and Bank to Bank transfers.

Singapore account holders As per Singapore regulatory requirement some customers will receive e-mail alerts for authorised payment instructions. These alerts are sent to customers who satisfy either of the following criteria:

• A Singapore or non—Singapore domiciled HSBCnet customer with Sole Transaction Control (STC) using a Singapore account

Affected customers are required to nominate a User under their HSBCnet customer profile to receive regulatory alerts. E-mail alerts are sent to the e-mail address available on the User’s profile.

Mexico account holders According to the regulatory requirements of the Regulatory Authority of Mexico (HBMX), customers will receive e-mail alerts for payment instructions created and approved, including the following:

• Account management alert - Alert sent upon changes made on Account Signature Limits.

• Mandatory Profile Change alert - Alert sent upon updating personal information, new service enablement, access update or security information reset approval.

• Mandatory File Alert - Alert sent when user uploads payments file using File Upload service

• Mexico Mandatory Payment Alert - Alert sent for payment types:

• Priority Payments (in México: SPEI, SPID, 3rd party HSBC MX, OPIS)

• ACH Credits (in México, local Payroll and TEF)

• Tax Payments

• Bill and Credit Card Payments

• Message Centre (Positive pay)

Customer Alerting


These alerts are sent to customers who meet one of the following criteria:

• An HSBCnet customer domiciled in Mexico with Mexican accounts related to portfolio, and

• An HSBCnet customer not domiciled in Mexico with Mexican accounts in their portfolio

All Users will have access to these mandatory warnings. E-mail alerts are sent to the registered e-mail address available on the User’s profile.

HSBCnet Customer Alerting · 2018-09-25 · Published: October 2019 1 About Customer Alerting...

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