Customer Support FAQs
How do I market this to my customers/members?
We have created marketing templates to help drive awareness around the offering. The resource includes templates for emails, display and and social media ads, push notifications and webhooks. We would also recommend leveraging Banno’s marketing tool to promote MyFinancialHealth.
What happens if customers have questions/problems with the solution?
We offer an FAQ for your team to assist with any customer inquiries. We also have a dedicated email support channel for your team to reach out to for additional help. These resources will be provided to you during the deployment process.
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Implementation & Setup FAQs
What do I need to do to “turn” MyFinancialHealth on?
FIs will need to complete an onboarding form then complete the required legal steps which include signing the NDA, MSA and updating their EULA. Get started here.
How does implementation work?
There are three key components: First, the plug-in within Jack Henry, which is automatically activated (to be confirmed). Second, update your EULA for auto-enrollment (optional), and consider positioning the tile at the top in Banno for better visibility. Lastly, promote the feature to your customers to drive adoption.
What if we want to opt out after having opted in?
Array will work with the FI to smoothly end the subscriptions of upgraded users and unenroll all users from the product. Array will also end auto-enrollment of standard users and remove the ability for users to upgrade.
Will the MyFinancialHealth tile appear for users immediately after I complete onboarding?
No, the MyFinancialHealth tile will not automatically appear for users right after onboarding. The financial institution has full control over when to enable the tile, ensuring it aligns with their preferred rollout strategy. Whether they choose to make it available immediately or at a later stage, they can decide the best timing for their users.
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Legal & Compliance FAQs
Are the legal terms negotiable?
No, the terms were designed for all Jack Henry Banno customers.
How can customers be auto-enrolled without obtaining their consent?
Auto-enrollment is allowed only if the FI's consumer-facing EULA or Terms & Conditions explicitly permit the FI and/or its third-party service providers to pull the consumer's credit report, in accordance with the Array+ Product Terms of Use (see Section 5).
Where can I find specific language to add to the End-User Terms & Conditions?
See Section 5 of the Array+ Product Terms of Use for suggested language, which comes directly from the credit bureaus as suggested samples only. Neither Array, nor the credit bureaus, are permitted to give legal counsel to the FI's.
If for some reason an institution wants to cancel the entire product suite, what would that entail? Or is there a certain term the FI will have to have it?
The MSA contains provisions regarding scenarios in which Client has a termination right. For the avoidance of doubt, there is not a termination for convenience provision.
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Product Features FAQs
What is the difference between the MyFinancialHealth offering and the current My Credit Manager offering
The MyFinancialHealth offering includes features across 4 different dimensions of financial health: credit, identity protection, privacy protection, and subscription management.
As it relates to credit, the free tier only includes a credit score from 1 bureau. In addition, the free tier would not enable the FI to have access to Offers Engine, a product that is available to FIs who purchase My Credit Manager (the full suite of credit features) for their customers or members.
Offers Engine enables the FI access to user level credit insights to personalize their marketing. Many of Array’s clients who leverage Offers Engine are utilizing user level credit insights to segment their audience - targeting their customers and members with personalized ads that fit their credit profile. In addition, FIs who purchase My Credit Manager can choose the bureau they want to match their underwriting.
The below tools would also be unavailable to the FI as well if they do not choose to purchase My Credit Manager.
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Client console: A powerful dashboard that unlocks valuable credit data insights and product engagement analytic
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Audience segmentation: A segmentation tool that enables FIs to easily drive personalized marketing campaigns using user level credit data. FIs leverage this tool to run personalized ad campaigns, emails, mailers, and more.
My Credit Manager has also seen high adoption rates. Typical adoption for users who are given this product for free is ~35%.
For more details, download a one pager about Array+ here.
What if my customers already have My Credit Manager (MYCM)?
JH Customers who have purchased My Credit Manager for their customers and members will have the ability for their users to upgrade to a three-feature bundle (identity, privacy, and subscriptions) that excludes My Credit Manager. Existing Array JH customers will continue to enjoy the benefits of the full suite of My Credit Manager and Offers Engine.
Are the features customizable?
No, the features are not customizable in order to maintain a scalable program. However, we’ll continue to optimize the feature set as we introduce new capabilities to our platform. Please share any and all feedback on our feature set with partnersales@array.com.
Does identity theft insurance cover only the enrolled individual, or does it extend to family members if their provided information is compromised?
Identity theft insurance coverage is limited to the enrolled individual and does not extend to family members, even if their personal information is added to the account. This means that if a spouse, child, or any other family member experiences identity theft, they would not be covered under the enrollee's policy.
Can a customer add Dark Web Monitoring information for their spouse and children?
Yes, customers can use their available limits to add information for family members.1
Does Dark Web Monitoring phone coverage include both cell phones and landlines?
Customers can enter any phone number, mobile or landline, to be tracked for Dark Web Monitoring alerts.
Is an end-user able to link different accounts not with the FI to MyFinancialHealth in order to determine existing subscriptions?
This is not currently part of the MyFinancialHealth product but is being evaluated for future inclusion.
Is the premium rate per customer or if the customer has joint accounts can they get the information for both cusotmers? Some of our joint account holders are not both enrolled in Online Banking?
The premium account is tied to the specific logged-in user. Some of the features, SM for example, will be able to pull in data tied to the joint account. In addition, users are given the opportunity to add family member data for dark web monitoring.The credit report and identity protect features, however, are tied to the specific individual user.
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Revenue & Pricing FAQs
Is it really free for my FI?
Yes, it is! This program is funded by the consumers who choose to pay for premium solutions. It’s a model that actually generates revenue for your FI.
How will we get paid?
Your institution will receive monthly ACH payments directly to the designated account provided to us during onboarding. Each payment will be accompanied by a detailed statement outlining the number of Premium users for that period.
Is the revenue share negotiable?
No, this was designed specifically for all Jack Henry Banno customers. The revenue share model is designed to be scalable, fair and equitable for all FIs.
Could we explore the possibility of subsidizing the premium cost for specific user groups, such as wealth management customers or premium checking account holders?
Not at the moment, but this could be a possibility in the future as we continue enhancing our integration with Jack Henry.
Is the FI collecting funds and passing on to Array or is all that managed by Array?
All of the payments processing will be handled by Array.
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User Management FAQs
Are FIs going to have a way of seeing how many customers are using the Free version?
Currently, banks and FIs will not have direct visibility to this data, but this can be provided by Array. We can also provide a list of the subscribing customers in the current month upon request.
Will bank staff have the ability to upgrade/downgrade on the customer’s behalf?
FIs can escalate to our support team at partnersales@array.com if they need to upgrade/downgrade on the customer’s behalf.
Will Array be able to turn off MyFinancialHealth for specific end-users?
Array can’t manage those settings, but the FI can.
How would the Premium subscription by managed? Either through the institution or through Jack Henry?
The premium subscription is managed by the customer with the ability to upgrade and cancel within the customer's experience. If an institution needs to make a change to a user's subscription, a support ticket can be opened with Array for this request.
Will customers be able to opt out of the freemium version? What if they don't want to see this feature in their banking experience?
Yes, customers can opt out from within the application.. Upon opting out, their accounts and data will be deleted. The tile will continue to highlight the available features, and if a consumer wishes to remove the tile completely, they can do so by adjusting the settings within Banno.
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