Split Funding (SF) · Risk & Customer Care Workflow

Step 1 — Risk & Underwriting Review (KYC/KYB Gate)

Every SF request routes to Risk/Underwriting first — before Customer Care ever sees the ticket. On intake, classify and route the ticket to Risk/Underwriting:

• RFC (Reason for Contact): Risk/Underwriting
• Actual Problem: Split Funding
• Group: NY Risk

Underwriting then performs the full gate — eligibility, the Addendum, KYC/KYB, and GIACT bank verification. Customer Care does not perform GIACT; it stays with Risk/Underwriting even for changes on already-boarded merchants.

1. Open the submitted SF ticket in the CRM.
2. Verify merchant eligibility:
   • Processor = TSYS
   • BIN = CBCAL 7524
3. Confirm the SF Addendum has been completed and signed.
4. Perform:
   • KYC (Know Your Customer)
   • KYB (Know Your Business) review for all funded parties
5. GIACT Bank Verification. Access the GIACT portal, perform gAuthenticate for every bank account listed on the SF Addendum, and attach the results in the CRM Documents section.
6. Turn on the Split Funding flag. On the merchant's record, set Split Funding to Yes. UW only enables the flag here — entering the actual banking info and split percentages is Customer Care's job in Step 2, once the ticket is routed to them.

Step 2 — Customer Care: CRM Setup & CBOS Sync Confirmation

The Split Funding flag is already turned on by UW in Step 1 — Customer Care's job here is entering the actual account details, not the toggle.

1. Review the UW approval note (and any GIACT-related decision) from Step 1.
2. Confirm the SF Addendum is in CRM Documents.
3. Open the Split Funding Details window. On the merchant's Details tab, confirm the Split Funding field shows Yes, then click the shuffle icon next to it (tooltip: View Split Details).

   

4. Enter the account details. For each account on the signed SF Addendum, fill SF Account Number, SF Type, and SF Routing Number, then enter either SF Percentage or SF Per Item (flat amount) matching whichever column (% Split or Flat $) the Addendum used, never both. Review the Indicators section (SF Net Separate Indicator, Include Credits, Include Chargebacks, Include Volume Adjustments, Include Reversals) and set as required for this merchant and click saved.

   

5. Save, then Update. Click Save to store the entry in the CRM, then click Update to push the configuration to TSYS.

   

6. Confirm the Update dialog. Update opens a confirmation dialog with a Command and a timing option — confirm Command is set to Update All and the timing is Immediate, then click UPDATE.

   

7. Validate in the CRM:
   • Banking details
   • Split configuration
   • Match to executed SF Addendum
8. Confirm the sync in CBOS. View the merchant in TSYS CBOS under Merchant Enhanced Funding and confirm the DDAs, split type, and percentages/amounts match what was just entered in the CRM. Note the confirmation (and timestamp) on the ticket.

Step 3 — Pricing Update

Customer Care is responsible for updating pricing once CRM set up and the CBOS sync are confirmed.

1. Update SF pricing in CRM per the SF Addendum.
2. Ensure pricing matches the approved agreement.
3. Add CRM notes confirming:
   • SF enabled
   • Pricing updated
   • Setup completed

Step 4 — Audit & Quality Control (Interim)

1. Reviewer opens the still-open ticket and performs a three-way match: compare the signed SF Addendum, the CRM setup, and the live CBOS Split Funding report — confirm all three agree on accounts, split type, and percentages/amounts.
2. Confirm the Split Funding fee was added to the merchant's pricing.
3. Confirm UW approval and Customer Care execution are both documented on the ticket.
4. Confirm the SF Activity Log entry is complete, with all required fields (see below).
5. If everything checks out, add a ticket comment confirming the review, for example:
   • “Reviewed Split Funding setup and confirmed setup correctly. Confirmed fee added to the account.”
6. Only after that comment is posted does the ticket get closed.

Split Funding (SF) Activity Log

Location: Team SharePoint — Split Funding (SF) Activity Log (shared departmental site, accessible to Customer Care, India Back Office, and management).

Required entries per MID

Logging rules

• One entry per MID per SF change.
• Entry must match CRM and CBOS records exactly.
• Must be completed the same business day as the update.

Key Rules

• This procedure applies to SF changes on already-boarded, live merchant accounts. For new merchant SF setup during onboarding, see the Split Funding — User Guide, Steps 1–4.
• No SF setup or change without Risk/Underwriting approval.
• Incoming SF tickets route to Risk/Underwriting first (RFC: Risk/Underwriting, Actual Problem: Split Funding, Group: NY Risk). Customer Care never receives a ticket before UW has reviewed and approved it.
• UW owns approval, classification, routing, GIACT bank verification, and the risk decision on any verification failure. Customer Care does not perform GIACT, even on existing, already-boarded merchants.
• UW turns the Split Funding flag on; Customer Care enters the banking info, percentages, and pricing. The toggle and the account details are deliberately owned by two different people.
• Customer Care does not close the SF ticket after finishing setup and pricing — until the system-level approval workflow ships, the ticket stays open for audit review.
• Customer Care Management performs that interim audit review and posts a confirmation comment on the ticket before it's closed.
• The SF Activity Log is mandatory for audit compliance and lives on the shared departmental SharePoint site — keep it there, not on an individual's personal drive.
• All actions must be documented in CRM and on the ticket.
• This workflow — including the interim audit step — applies until the system-level Split Funding bank change approval workflow ships (see Future Enhancements in the Split Funding User Guide). Revisit this procedure once that release lands.