Online Banking Command Center

Enrolled Profiles20

Active Access18

Locked / Restricted2

Open Digital Cases2

Department ownership

Digital Customer Access & App Support

Online Banking owns lockouts, login/enrollment support, password and username recovery, MFA resets, digital profile maintenance, e-statements, alerts, and mobile-app access cases. Fraud/security investigations are handed to Security while this department retains the originating service case.

Create Digital Banking Case

CustomerCase TypePriority

Description

Digital Service Queue

Case	Customer ID	Type	Priority	Status	Owner
OB-LOCK-0001	100004	ACCOUNT LOCKOUT	HIGH	OPEN	ONLINE BANKING QUEUE
OB-MFA-0002	100007	MFA RESET	NORMAL	IN PROGRESS	DIGITAL BANKING SPECIALIST

Customer Digital Profiles

Customer	Username	Enrollment	Access	MFA	Failed Logins
Synthetic Digital Customer 1 CIF 7000001	appel100001	ACTIVE	ACTIVE	ENROLLED	1
Synthetic Digital Customer 2 CIF 7000002	appel100002	ACTIVE	ACTIVE	ENROLLED	2
Synthetic Digital Customer 3 CIF 7000003	appel100003	ACTIVE	ACTIVE	ENROLLED	0
Synthetic Digital Customer 4 CIF 7000004	appel100004	ACTIVE	LOCKED	ENROLLED	5
Synthetic Digital Customer 5 CIF 7000005	appel100005	ACTIVE	ACTIVE	ENROLLED	2
Synthetic Digital Customer 6 CIF 7000006	appel100006	ACTIVE	ACTIVE	ENROLLED	0
Synthetic Digital Customer 7 CIF 7000007	appel100007	ACTIVE	ACTIVE	RESET REQUIRED	1
Synthetic Digital Customer 8 CIF 7000008	appel100008	ACTIVE	ACTIVE	ENROLLED	2
Synthetic Digital Customer 9 CIF 7000009	appel100009	ACTIVE	ACTIVE	ENROLLED	0
Synthetic Digital Customer 10 CIF 7000010	appel100010	ACTIVE	ACTIVE	ENROLLED	1
Synthetic Digital Customer 11 CIF 7000011	appel100011	ACTIVE	LOCKED	ENROLLED	5
Synthetic Digital Customer 12 CIF 7000012	appel100012	ACTIVE	ACTIVE	ENROLLED	0
Synthetic Digital Customer 13 CIF 7000013	appel100013	ACTIVE	ACTIVE	ENROLLED	1
Synthetic Digital Customer 14 CIF 7000014	appel100014	ACTIVE	ACTIVE	ENROLLED	2
Synthetic Digital Customer 15 CIF 7000015	appel100015	ACTIVE	ACTIVE	ENROLLED	0
Synthetic Digital Customer 16 CIF 7000016	appel100016	ACTIVE	ACTIVE	ENROLLED	1
Synthetic Digital Customer 17 CIF 7000017	appel100017	ACTIVE	ACTIVE	ENROLLED	2
Synthetic Digital Customer 18 CIF 7000018	appel100018	ACTIVE	ACTIVE	ENROLLED	0
Synthetic Digital Customer 19 CIF 7000019	appel100019	ACTIVE	ACTIVE	ENROLLED	1
Synthetic Digital Customer 20 CIF 7000020	appel100020	ACTIVE	ACTIVE	ENROLLED	2

Control Standards

Verify customer identity before credential recovery or access restoration.
Do not expose passwords or authentication secrets to staff.
Credential resets and access-status changes leave an audit event.
Suspected account takeover or fraud routes to Security rather than being resolved as ordinary access support.
Customer-facing digital banking and the employee support workspace remain separate concerns.