CX Contact Handling Business Rules

The post-engagement timeframe is 0:05 seconds

QA management team must NOT hear “I will get that out to you by the end of the day”

Unless you need DBO assistance

Security answers must match the information that’s in Horizon XE

Documentation and HubSpot completion must be done while on the call

Take ownership of the request or issue of the account holder through all channels

Listen, read, and understand the request or issue

All requests and issues need to be addressed as a one-contact resolution

Not addressing the account holder’s request or issue can affect your QA scorecard

DO NOT provide the caller with incorrect information

For example, the caller will ask “Is this correct?” or “Can you provide me with the answers I got wrong?”

If the caller provides you with the wrong information move to another verification question until you believe or have certainty that the caller is the account holder

Client is unsure what phone number is on file due to having mulitpe phone numbers

Code should still be sent

Advise the client to provide all their phones numbers that could possibly be associated with their account

If the client is unable to verify the phone number associated with their account

Ask additional verification questions

Client must complete a demographic change account maintenance – refer to Demographic Changes SOP

CX and DBO must log all inbound and outbound calls on the account holder’s HubSpot profile

CX and DBO must update the account holder’s last contact date to ensure the accounts don’t go into dormant status

Inbound Phone Call/ Gila Audio/ Gila Chat Authentication Requirement

Must ask if the client is/was a Quontic AccountHolder

Must verify minimally four (4) points of information

Verify the incoming phone number matches what’s in Horizon XE

Mandatory Verification Questions – If the phone number matches ask for the

Full Name as it appears on the account

Account number or Last four digits of the social security number

Full Address

Address incorrect (Provide change of address instructions)

Go to additional verification questions

Happy Banker Verification Code to the phone number on file

Mandatory Verification Questions – If the phone number does NOT match:

Full Name as it appears on the account

Account number or Last four digits of the social security number

Full Address

Address incorrect (Provide change of address instructions)

Go to additional verification questions

Happy Banker Verification Code to the phone number on file

Ask the customer if they have access to the phone number on file since they are calling from a different number (shown in Glia)

Ask the caller the reason why they calling from a different number than what we have on file.

Go to additional verification questions

Outbound Phone Calls

See CX Outbound Calls SOP for guidance

CX and DBO must call from the Quontic Customer Service Line (800) – 908 – 6600

E-mail Authentication Requirement Ensure the e-mail address received matches the e-mail address on file

If the customer has OLB access Respond to the customer with the following email template Instructions Sent through OLB

Send a secure message to address the customer’s request

If the customer does not have OLB access address the customer’s request through email

If the e-mail address does not match – Call the customer to assist with the request

Log all outbound calls If the customer does not answer – reply with Email on File does NOT match Horizon e-mail template

Online Banking Secure Message or Form Requirement

There is no need to authenticate the customer since it’s coming through their online banking portal

Additional Verification Questions:

Phone Number

Date of Birth (DOB)

Funding Source (if it’s a brand new account)

Last Deposit Made

Mother’s Maiden Name (if available)

How many accounts do you have with Quontic

Name of Direct Depositor

Username (when dealing with OLB issues)

Happy Banker Verification Code is sent to all customers using the following channels Gila Engagement (phone call, audio, and chat)

Verification codes are sent and verified through Happy Banker

Verification codes are four (4) digits

Codes will be sent via SMS or Voice (The preferred method is SMS)

Codes expire in ten (10) minutes

CX must ask additional security questions when:

The customer stumbles with answering security questions

There is a Fraud note visible to Identity Theft

The customer is calling from a different phone number than what’s on file

Unable to verify the customer

Do not tell the caller they have failed the authentication process

Politely advise the caller/ account holder that you can not provide any account information and that the account is under secondary review

Internal Use Only

Submit an Unusual Activity Report (UAR) by creating a separate HubSpot ticket – see CX Fraud/ UAR SOP for more guidance

Do NOT merge tickets

Reference the UAR HubSpot ticket in your Gila Engagement HubSpot ticket

Close the Gila Engagement HubSpot ticket

CX must attach their Gila Engagement Chat/phone call/ audio to the UAR ticket

The Fraud department will listen to the call and will follow up with the caller/ account holder within 24 – 48 hours

If the caller/ account holder insists on resolving the issue while on the phone escalate to your Supervisor.

Third-Party Verification

Third-Party Verification engagements can only be done over the phone

Third-Party Verification questions

Name of Third-Party Company or Institution

Name of caller or agent

Purpose of call

Third-Party Call Verification with customer

Name of Third-Party Company or Institution

Name of caller or agent

Purpose of call

Must complete a full authentication with the customer

Must receive customer’s authorization to speak with Third-Party regarding their account

CX MUST only answer Yes or No questions

Does the customer have an active account with Quontic? – CX can reply yes or no

Does the customer have enough funds to cover a check for the amount of XXX.XX – CX can reply yes or no

How much does the customer have in their Quontic Account? CX must answer “We cannot provide account specifics to a third party, we must speak to the client directly.

[AR1]What’s the minimal point of information for Inbound?

[CC2]Add four points of information