Identity Theft – Hubspot Ticket

1. Create a ticket or locate an existing ticket

• Log supporting documentation
  • Horizon XE Screenshot
  • Information Pertaining to the request
  • Call
• Send Identity Theft Affidavit with the corresponding Hubspot Template (Identity Theft Affidavit)
• Identify ticket as potential identity theft and forward to the Fraud Department
  • Product: Fraud Request
  • Department: Blank
  • Ticket Owner: Fraud Department

2. Log Call

• Explain on the call what is required for the Identity Theft Affidavit
  • Must be notarized
  • Include a color copy of valid government-issued ID
  • Proof of residence (copy of utility bill or bank statement)
  • Return by email to [email protected]
  • If the Affidavit is returned to CX Team, forward it to Fraud
  • A police report may be required, Quontic’s Fraud Department will request it if necessary

3. Email the Identity Theft Affidavit to the email provided (email may NOT match HorizonXE)

• Use CX Identity Theft Affidavit template
  • Contains a link to the affidavit
• Select Templates > Type Identity in the search field > Select CX Identity Theft Affidavit
• Update the template with the individual’s name
• Send

4. Create A Note

• Include a description of the contents of the note, any information relevant to the identity theft case and a screenshot(s) of the Horizon XE

5. Update ticket Pipeline and Status