Back Office Consumer & Corporate Payments

Overview

The Back Office Payments capability allows bank staff to initiate and approve wire payments on behalf of consumer and corporate customers — directly from the PayRecs back office interface. The workflow is nearly identical for consumer and corporate payments, with a few noted differences.

Permissions

To use back office consumer payments, a user needs the following permissions assigned in the Back Office Users settings:

• Back Office Consumer — Create (minimum required)

• Back Office Consumer — Approve (to approve payments others have created)

• Back Office Consumer — Approve High Value (for escalated approvals above a second threshold)

Key rules:

• A user with both Create and Approve permissions cannot approve their own payments. Self-approval is not possible in the back office.

• Approval thresholds (standard and high-value) are set globally by your PayRecs configuration. These thresholds are based on the USD equivalent, so FX payments are evaluated by their converted USD value.

• If Blind Key Approval is enabled (see below), the standard approval threshold becomes largely redundant — Blind Key applies to every payment regardless of amount. The high-value threshold still applies if configured.

For corporate back office access, the same structure applies but uses the corporate-side permissions instead. A user can have both consumer and corporate permissions simultaneously, in which case both payment types will appear in the Payments Hub.

Payment Workflow

1. Initiate a Payment

1. Navigate to Payments Hub and click Back Office Payment.

2. Search for the customer by name, customer ID, tax ID, or account number.

   • Consumer customers display a Consumer tag; corporate customers display a Corporate tag. These are pulled directly from Q2 profile settings.

3. Select the funding account from those the customer is entitled to.

4. Select the user you are making the payment on behalf of.

5. Choose or create a recipient (see Recipient Management below).

6. Enter the amount — you can enter either in USD or in the destination foreign currency (e.g., enter "1,000 EUR" to send a specific foreign currency amount).

7. Add an optional message to the recipient or approving team members, and attach any documents if needed.

8. Review the summary screen, which displays the fee (if configured) and exchange rate.

9. Submit — the payment enters Consumer Drafts status pending approval.

Note: Consumer payments do not require an invoice or reference number. Corporate payments do include those fields.

2. Blind Key Approval

After a payment is submitted, an approving user navigates to the Consumer Drafts tab to review and approve it.

Blind Key Approval requires the approver to re-enter the payment amount without seeing it displayed on screen. This is a fraud-control mechanism. If the amount entered does not match, the payment cannot proceed.

The approver must also confirm that the combined disclosure has been accepted by the customer before approving.

Current limitation: Only the dollar amount is required for blind key re-entry. Account number and routing re-keying are not currently supported but have been flagged as a potential enhancement.

The approver can reject the payment at this stage if something appears incorrect. Rejection requires the payment to be recreated from scratch — there is no "send back for edit" option.

3. Consumer Hold Period

Once a payment passes Blind Key Approval, it enters a Consumer Hold Period before being submitted. The hold period is configurable (regulatory minimum is 30 minutes). During this window:

• The payment can still be canceled if the customer changes their mind.

• A receipt (similar to the combined disclosure, labeled as a receipt) can be downloaded.

After the hold period expires, the payment is fully submitted and moves to the Payments tab, where standard GPI tracking is available.

Consumer Drafts Tab

All back office consumer payments that are awaiting approval appear in the Consumer Drafts tab. Key behaviors:

• Payments have an expiration time tied to the end-of-day rate cutoff. Once expired, they must be recreated.

• Your end-of-day cutoff time is configurable (currently one global cutoff applies to all payment types).

• A status filter for Consumer Drafts is not currently available. In the meantime, use the date/time duration filter set to "Today" to limit the view to current open payments and reduce noise from expired items.

• Once approved, the payment moves from Consumer Drafts to the main Payments tab.

Recipient Management

• Saved recipients are tied to the customer/company profile, not to an individual back office user. Any back office user who creates a recipient under a given customer will make that recipient available to all other back office users for that customer.

• Recipient history is retained indefinitely.

• Current limitation: There is no way to edit or delete a saved recipient from the back office interface. If a recipient was created with incorrect information:

  • A support ticket can be submitted to request PayRecs delete or rename the record (e.g., renaming it to "DO NOT USE") until a permanent fix is in place.

  • A new correct recipient will need to be created in the meantime.

FX & Rate Information

• The exchange rate is displayed during payment entry and on the review summary screen.

• The combined disclosure document also includes the exchange rate.

• Rates are based on the rate of the day and expire at your configured end-of-day cutoff.

Combined Disclosure & Receipt

• A combined disclosure document is generated when a payment is created. It includes the exchange rate, fee (if applicable), and payment details.

• A receipt is available during and after the Consumer Hold Period — it contains the same information as the combined disclosure but is labeled as a receipt.

• The messaging and content of both documents is partially customizable. Contact PayRecs support to discuss what changes can be accommodated (e.g., to ensure compliance with Reg E disclosure requirements or audit standards).

Fees

• Fees are configurable and may or may not appear on the review screen depending on your setup.

• Back office users are the only ones who see the fee during the workflow — it is not visible to the end customer.

• Consumer and corporate fees can be configured differently (e.g., hard-charge for consumer, not for corporate, or different fee amounts).

Settlement & Reconciliation

• Consumer and corporate back office payments are debited from the client's account into the same settlement account used for other PayRecs wire activity.

• End-of-day settlement reporting is handled via the standard PayRecs settlement report.

• A drawdown wire option (where Corpay initiates a drawdown request rather than requiring the bank to push a wire) may be available — confirm with your PayRecs account team.

Error Resolution (Reg E)

If a customer disputes a consumer payment (e.g., wrong amount debited, recipient received an incorrect amount, funds not delivered by the disclosed date), submit a support ticket to PayRecs. PayRecs will work with the bank to investigate and resolve the issue.

Delivery Notifications

Currently, there is no automated notification to the bank's back office staff when a payment is delivered. Delivery status can be monitored via the GPI tracking view in the Payments tab. A feature to trigger outbound notifications to customers upon delivery is a known enhancement request.

Onboarding Customers for Back Office Use

Customers Already in Q2 / Online Banking

If a customer is already onboarded in Q2 and set up for wire payments in the PayRecs platform, back office staff can initiate payments on their behalf immediately using the existing setup.

Customers Not in Online Banking ("Remitter" Model)

For customers who do not have Q2 online banking access, a remitter model may be available. In this model, the bank acts as the sending party (remitter) on behalf of the customer — no advance customer onboarding is required. PayRecs notes the transaction as sent on behalf of the customer for compliance purposes.

Status: Confirm availability of the remitter model with your PayRecs account team before go-live.

New Customers Requiring Full Onboarding

If a customer needs to be fully onboarded (including Q2 setup and Corpay underwriting), that process must be completed before they can be used in back office payments. This can take several days and is not suitable for walk-in or same-day wire requests without the remitter model in place.

Back Office User Identification

When back office staff initiate a payment on behalf of a customer, the end customer may be able to see who performed the action in their payment history. To avoid confusion, consider using a naming convention for back office user accounts (e.g., JPM_Amy, JMP_Jason) so customers can distinguish bank-initiated payments from their own.

Key Differences: Consumer vs. Corporate Back Office

For questions or to report issues, submit a support ticket or contact your PayRecs implementation team.