Citizens Financial Group, Inc. is one of the nation’s oldest and largest financial institutions, with $136.5 billion in assets as of March 31, 2015.
System used to gain access to CFG environment. Contains all tools needed to service callers.
Active Role Server (ARS)
CFG's Active Directory environment. SD no longer has access to reset passwords here but we still have view access to aid us in troubleshooting. Passwords for AD are now reset in the system called ARS.
AD Web Tool
Top 3 Browsers used as of today?
CFG Back Office Support Calls come from CFG users who work from Banking Divisions of Citizens Financial Group.
During Branch Support Calls, agents are expected to talk with:
Branch Machines do have Shared Drive Access.
Once machine is booted up only application the user will see is the Retail Page.
Naming Standard for ALL workstations:
WPWKIL001129800 (IL - ____________)?
_______________________ is a Web Based Application used by bankers to open accounts, such as checking, savings, and Certificate of Deposits.
Retail Home Page
CFG Email policies does not allow to send or receive emails.
Send/Receive max = 5MB
Default mailbox size 1000MB.
__________________________ is an online system designed to produce and manage customer leads for bankers in a timely manner.
Active Directory Roles
Teller application is used for deposit/withdraw of accounts
Teller application connects to the teller server located in the branch. Works with host.
Teller server is Windows XP Server
Tool used to terminate/logoff stuck sessions when users call reporting stuck session in VCS.
Virtual Computing System
HP Service Manager 9
3 Parts to the Passbook
Tool used for verifying user's challenge information before resetting a password.
Citizens End User Support Toll Free Number
Tool used to reset passwords for the FMF Verify application.
EPOC stands for Eastern Providence Operations Center
BCP stans for Business Continuity Plan
Name some Key Commercial Banking Products & Services of CFG
Asset Finance (including leasing)
Not For Profit
Commercial Deposit Services
Branch Machines are connected only to the Branch Domain
CAL stands for?
Customer Assistance Line
Customer Award Line
Customer Air Line
Customer Acceptance Line
When troubleshooting Touchpoint issues always stick with the basics of browser troubleshooting.
Clear Internet Cache
Clear Browsing History
Reset Internet Explorer Settings
Relaunch Internet Explorer
CLIK2 is a local based application used by Branch users as their Knowledge Base