Close CD W/Penalty and Open New QB Account Overview

The CX team members are responsible for the following:

Report all close-out requests accurately using HubSpot Tickets

Report all the instructions provided to the customer accurately using HubSpot Tickets

Ensure the correct close-out balance is provided to the customer to open the new account

Forward the HubSpot ticket to DBO – Close-out Pipeline for completion

Prevent a complaint from the client for not completing their request or responding to their request

CX Rules

Voluntary Account Closure

All Voluntary account closures require the customer to provide a written request

Account closure and the opening of the new account MUST be done on the same business day

Inbound/Outbound Account Closure Call

CX MUST send the customer a secure message with the following information

New CD Account Opening Procedure

Penalty Fee

Transfer Amount

Net payout changes DAILY due to daily accrual interest earned

Disclose Partial Withdrawal and Transfer Balance Amount

See SOP – CX All Account Closure for close-out options

Secure OLB message request CX MUST call the customer

If the customer does not answer, leave a voicemail. Please reply to the customer and inform them to call us.

BUSINESS RULES

New Account Opening Procedure CX must provide to the customer:

Instructions on how to open a new CD through the Quontic website

Manually enter their current account information for the funding source

Account Number

Routing Number – 021473030

Select SAVINGS for the account type

The customer must alert us when the new account is opened so that DBO can process the account closure and manual transfer

The customer MUST open the account the same business day during business hours

DBO will place the CD account closure in CLOSE-OUT PENDING status and follow the close-out procedure