User roles specify what tasks users can perform and what features users can access. Note that a single user can be assigned multiple roles.
| Role Name | User Persona | Available Permissions |
| Admin | Super user that can create approval workflows, edit content, and invite users. | Can view and edit all features within the app |
| Payment Submitter | User responsible for submitting payment files and addressing any issues with data during the payment file upload process. The Payment Submitter is typically the user that submits batches for processing (or approval if applicable). | Can view and edit: •User Profile •Dashboard •Payments feature, including file upload, payment batches, and single payment form •Customer Support payment search and CSR payment form •Reporting (all reports) Read only: •Programs list under Admin sections Cannot access: •Admin Client Configuration •Manage users •Manage approval workflows •Manage email templates •Admin programs details •Program settings •Program branding |
| Payment Approver | User responsible for approving payments and payment batches. | Can view and edit: •User Profile •Dashboard •Payments feature, including file upload, payment batches, and single payment form •Customer support payment search •Reporting (all reports) Cannot access: •Any features under Admin section |
| CSR (Customer Support Representative) |
User responsible for resolving all types of customer/recipient related questions and issues (ex: questions related to payment status, payment not received, etc.) | Can view and edit: •User Profile •Dashboard •Customer Support •Payment Search •Reissue requests •Email resends •Single payment form Cannot access: •Any features under Admin •Any features under Payments •Any features under Reports |
| CSR Manager | User that reviews and approves CSR requests such as reissue requests. | Can view and edit: •User Profile •Dashboard •Customer Support •Payment Search •Reissue requests •Email resends •Single payment form Cannot access: •Any features under Admin •Any features under Payments •Any features under Reports |
| Reporting Manager | User that reports on program data, payment details, etc. | Can view and edit: •User Profile •Dashboard •Reporting (all reports) Cannot access: •Payments (all features) •Customer Support (including payment search) •Admin (all features) |
| CSR Viewer | User responsible for researching customer/recipient related questions and issues but cannot submit payment requests or reissue requests. | View only: •User Profile •Dashboard •Customer Support •Payment Search Cannot access: •Any features under Admin •Any features under Payments •Any features under Reports •Customer Support •Payment reissue requests •Payment request form •Resend email |
| CSR Reissuer | User responsible for researching and resolving customer/recipient related questions, but cannot submit new payment requests. | View only: •User Profile •Dashboard •Customer Support •Payment Search •Payment reissue requests •Resend email Cannot access: •Any features under Admin •Any features under Payments •Any features under Reports •Customer Support •Payment request form |
Updated December '24