BCB Customer Self Service Portal – End User’s Manual

BCB CUSTOMER SELF SERVICE PORTAL

END USER’S MANUAL

Version 1.1

Mar 2026

Welcome

Welcome to the British Caribbean Bank Customer Portal. This guide is designed to help you quickly and safely use the portal for everyday banking.

With this portal, you can: - View accounts, balances, and statements - Transfer funds (same-bank, wire, bulk, scheduled) - Make bill payments - Action approvals (if assigned) - Monitor loans and term deposits - Manage your profile, notifications, and security settings

Figure 1: Customer Portal Overview

1) Before You Start

Minimum Requirements

Active customer account

Valid login credentials

MFA method available (phone/authenticator)

Internet browser: Chrome, Edge, Firefox, Safari (latest versions)

Security Rules (Important)

✅ Do - Keep your password private - Use secure/trusted devices - Log out after each session - Verify payee/account details before submitting transactions

❌ Don’t - Share your MFA code - Leave your session open on shared devices - Ignore warnings or failed status messages

2.1 Register

Click Register.

Enter: first name, last name, phone (with country code), email.

Create and confirm a strong password.

Submit.

Figure 2: Register - To Gain Access to the Customer Portal

Password Checklist

8+ characters

Uppercase + lowercase

At least 1 number

At least 1 special character

Open Login.

Enter email and password.

Complete MFA challenge.

Figure 3: Authentication - User Sign-In Verification

Figure 4: MFA Challenge Screen

Figure 5: Multi Factor Authentication by Entrust Push Notification

Tip: If sign-in fails, use Forgot Password, then retry carefully to avoid temporary lockout.

3) Understand Your Dashboard

After login, the dashboard is your main control center.

What You Will See

Welcome card and recent access information

Quick stats (balances, pending items, loans, deposits)

Recent activity

Quick Actions shortcuts

Notifications and profile menu

Figure 6: Quick Actions - Navigation Menu

Helpful Controls

Balance visibility toggle to hide/show sensitive amounts

Notifications bell to review pending actions quickly

Your menu is role-aware: you only see features you can access.

If onboarding tips are enabled, use these controls: - Open - Features - Back / Next - Skip - Don’t show again

To restart tips later: Profile Menu → Show Onboarding Tips

This section covers each customer-facing navigation section and the key screens/actions inside each one.

Menu items: - Account Overview (/AccountInfo/Accounts) - Bank Statement (/Reports/BankStatement via Accounts menu)

5.1.1 Account Overview Flow

Open Accounts → Account Overview.

Enter/select customer context (where applicable).

Review account list (active, non-dormant, non-restricted accounts).

Open an account to view:

Account Details

Recent Transactions

Full Transactions (with date/filter/sort)

Transaction Details

Export transactions where needed.

What users can do on account screens: - Filter by account type/date range - Inspect debit/credit activity - Review balances and status - Export transaction data for reconciliation

Figure 7: Accounts Menu - Expanded Account Options

Figure 8: Bank Statement - Summary View

Figure 9: Bank Statement - Detailed View

5.1.2 Bank Statement Flow

Open Accounts → Bank Statement.

Select account and statement date window.

Generate report output.

Download/print for records.

Legacy screenshot pending refresh: Accounts → Bank Statement report screen.

Menu items: - Within the Bank (/Payment/CreateSameBankTransfer) - Send Wire Transfer (/MoneyTransfer/Create) - Bulk Transfer (/MoneyTransfer/BulkTransfer) - Track Transfer Status (/MassPayment/Index) - Schedule Transfer (/ScheduledTransfer/Create) - My Schedules (/ScheduledTransfer/Dashboard) - Transfers Report (/Approval/TransferMovementReport)

5.2.1 Within the Bank (Single Transfer)

Open Transfers → Within the Bank.

Select source account.

Enter destination account and amount.

Enter transfer reference/narrative.

Confirm submission.

Complete approval/authentication flow if required.

Screen-level checks: - Source and destination accounts must differ - Currency aligns with source account - Transfer can route to approval queue based on configured thresholds

5.2.2 Send Wire Transfer

Open Transfers → Send Wire Transfer.

Select beneficiary (or create ad-hoc beneficiary).

Enter payment amount/currency and purpose.

Request quote/rate preview.

Review fees (transfer fee, tax, corpay fee where applicable).

Confirm and submit.

Track result/receipt and downstream approval state.

Key wire transfer screen elements: - Beneficiary panel (existing/new) - Routing/bank details validation - Quote expiry timer - Confirmation screen with full breakdown

Figure 10: Transfers - Initiate Money Transfer Figure 11: Transfer Details - Source and Beneficiary Figure 12: Wire Transfer - Step 1 Figure 13: Wire Transfer - New Beneficiary Entry Figure 14: Transfer Review - Confirmation Before Submission Figure 15: Same Bank Transfer - Final Confirmation Step

5.2.3 Bulk Transfer (Unified)

Open Transfers → Bulk Transfer.

Download template (simple or advanced).

Upload multiple rows (same-bank and/or wire according to template/process).

Validate rows (beneficiary, account, amount, currency, reference).

Review quote summary by row.

Submit as:

immediate processing (if approval not required), or

approval request (if thresholds/config demand approval).

Important user controls: - Duplicate upload warning override flow - Row-level error review (fix and re-upload) - Batch reference tracking

Figure 16: Bulk Transfer - Start Figure 17: Bulk Transfer - Excel Upload Figure 18: Bulk Transfer - Uploaded Data Figure 19: Bulk Transfer - Quotation Figure 20: Bulk Transfer - Preview

5.2.4 Track Transfer Status

Open Transfers → Track Transfer Status.

Filter by date/reference/status.

Drill into individual transfer/batch result.

Use outcome to reconcile successes/failures.

Figure 21: Transfer Tracking - Status Monitoring Figure 22: Transfer Tracking - Detail View

5.2.5 Schedule Transfer

Open Transfers → Schedule Transfer.

Define transfer details and execution date/recurrence.

Submit schedule.

Monitor for approval/execution.

5.2.6 My Schedules

Open Transfers → My Schedules.

View upcoming and historical schedules.

Amend/cancel pending schedules (where allowed).

5.2.7 Transfers Report

Open Transfers → Transfers Report.

Apply filters (transaction type, status, date range, customer/search).

Review movement trail from source to settlement/recipient/fees.

Figure 23: Schedule Transfer Figure 24: My Schedules Figure 25: Transfers Report Figure 26: Transfer Visualizations Report

Menu items: - Pay Vendors (/BillPayment/Index) - Payment History (/BillPayment/PaymentHistory)

5.3.1 Pay Vendors Flow

Open Payments → Pay Vendors.

Select biller/vendor.

Enter source account and bill details.

Provide mandatory additional fields (based on selected biller setup).

Confirm payment.

Complete authentication/approval if applicable.

Screen-level elements: - Biller metadata and required reference fields - Charge/fee calculation area - Confirmation and final status redirect

5.3.2 Payment History Flow

Open Payments → Payment History.

Filter by date/status/biller/search.

Open payment details for a selected transaction.

Confirm final posting status or pending state.

Figure 27: Payments Menu - Expanded Payments Options Figure 28: Bill Payments - Payment Details Figure 29: Payment Tracking - Status View Figure 30: Payment Receipt

Menu items: - Pending Approvals (/Approval/PendingApprovals) - My Submissions (/Approval/MySubmissions)

5.4.1 Pending Approvals (Approver workflow)

Open Approvals → Pending Approvals.

Filter queue by transaction type, status, date.

Open an item Details page.

Review full transaction payload and movement context.

Perform action:

Approve

Reject (with reason)

Item-level action for bulk payloads (approve/reject selected rows)

Review action outcome and updated queue status.

Related screens involved: - Pending list - Approval details - Approval history/audit timeline (where exposed)

5.4.2 My Submissions (Initiator workflow)

Open Approvals → My Submissions.

Track all submitted transfers/payments.

Open record details and approval progression.

If rejected, open Revise and resubmit.

Cancel pending request when still eligible.

5.4.3 Notifications Integration with Approvals

Open notification bell.

Review unread approval notifications.

Click a notification to jump directly to approval details.

Use View All Notifications for full history.

Figure 31: Pending Approvals Figure 32: My Pending Approvals Figure 33: Pending Approval Details Figure 34: My Submissions

Menu items: - Loan Overview (/Loan/Index) - Term Deposits (/TermDeposit/Index)

5.5.1 Loan Overview

Use this screen to monitor: - current exposure - due dates - status and account-level loan visibility

5.5.2 Term Deposits

Use this screen to monitor: - principal, rate, and maturity details - active/matured deposit positions

Figure 35: Loan Management - Search and View Loans Figure 36: Term Deposit Management - Deposits Overview Figure 37: Customer Term Deposits Figure 38: Term Deposit Details

5.6 Profile, Security, and Utility Menus

Accessible from right-side top navigation:

Privacy (always visible)

Notifications bell

Profile dropdown

My Profile & Settings

Security & MFA Settings

Show Onboarding Tips

Logout

User workflow

Open Profile to maintain personal/security settings.

Use Security & MFA Settings to configure token/authenticator settings.

Use Show Onboarding Tips to restart guided navigation walkthrough.

Open notification bell regularly for pending actions and workflow alerts.

Figure 39: Privacy Page

6) Understand Statuses Quickly

Pending = waiting for processing or approval

Approved = approved and progressing

Rejected = action needed (review reason, correct, resubmit)

Completed/Successful = fully processed

Failed = processing error (review details and retry)

7) Quick Troubleshooting

Your role may not include that feature

Confirm account is active and MFA is complete

Form won’t submit?

Check required fields

Verify format (email/phone/account/amount)

No notifications?

Refresh and open bell icon again

Confirm the workflow applies to your user role

Screen not loading correctly?

Hard refresh browser

Clear browser cache

Log out and sign in again

8) Need Help?

When contacting support, include: 1. Username/email 2. Date/time of issue 3. Page/screen name 4. Action attempted 5. Exact error message 6. Reference ID (if available)

Fast Support Template

Subject: Portal Assistance - [Feature Name] Username: [your username] Date/Time: [local date/time] Page: [e.g., Transfers > Send Wire Transfer] Issue: [what happened] Error: [exact message] Reference ID: [if any]

Video Walkthrough (Quick Access)

Use the official end-user video walkthrough for a guided portal demonstration:

Video URL: https://cpqa.bcbtci.com/docs/User_Guide_Walkthrough.mp4

Direct portal path: /docs/User_Guide_Walkthrough.mp4

Scan this QR code on your phone to open the video directly:

User Guide Video QR Code

If your camera cannot scan the code, open the video URL directly in your browser.

Customer Self Service Portal

End-User Guide