What are the different status’s for a customers application on Mantl?
Incomplete Application has not been completed due to a time out or did not complete to the end Clients will receive a marketing email reminder with a link “finish my application” daily To stop receiving, the customer must unsubscribe by “click here” at the bottom of that email Multiple incompletes happen when a customer starts […]
How to look up a clients application on Mantl?
Go on https://console.mantl.com/auth/login and enter your username/password A 6 digit code will be sent to your email for login Click on Your Initials on the bottom left corner Click on Quontic Click Quontic Bank or Max My Interest to check if the account was opened through our site or through max my interest Click on […]
What is Mantl?
Quontic Bank product applications are processed by a software called Mantl. Mantl collects the submitted information and provides Quontic Bank employees with a view of client applications. The view includes the following, which helps answer questions: The status Applicant details Decision details
Can we see blocked activity regarding Zelle in the Customer Service Tool?
Yes. We can see: The last 45 days The last 60 days The last 90 days
What Payee Information is Available in CST?
Payee status Bill type Payee name Relationship status Relationship Payee account Funding account description Payment category Method Last paid Payment option Amount Reference number
How far back can we see for P2P (person to person) transactions in the CST Tool?
We can see back to the enrollment date along with: Payment created Sender name Payee name Amount Status Status changed Confirmation Method – Zelle Incoming and/or outgoing Payment claimed Check P2P application
Can the CX Team Add Comments in the Customer Service Tool?
No – the CX Team can view the comments left by DBO and FIS, but must not add any.
How to log an outbound call in Hubspot?
Create or Locate Existing HubSpot ticket Select Calls Select Log Call During the call, log the call details here Choose the appropriate selections from the Contacted, Call Outcome, Type and Direction tabs Describe the call, including what was discussed with the client and the result of the call Verify the call is Associated with the […]
Outbound scripting
Example phrasing: GREETING Hello, this is _________ from Quontic, may I speak to _________? Good morning/afternoon/evening, this is __________ from Quontic Bank, is ___________ available? Hello, may I speak to _________? DISCLOSURE THIS MUST BE STATED: THIS CALL IS BEING RECORDED FOR QUALITY AND TRAINING PURPOSES This is _______ calling from Quontic Bank, be advised […]
Outbound Greeting – 3 Parts
When the client answers the phone: Introduction and ask for the client Disclose that the call is being recorded State the purpose of the call