How to change an address on an account? – CX Procedure

CX must review the Account Maintenance Form and the provided supporting documents to ensure it’s accepted within the Policy Standard

Name on the Account

Account Number

The signature on the Form matches the Signature on the ID provided

ID is Valid (not expired)

Signature matches continue with the client’s request

Signature does not match, ask the client for a selfie holding their ID

No signature on the ID, ask the client to provide an ID that has a signature on it

Supporting Documents must be full-size documents

Quontic will NOT accept folded documentation

CX must document in a note that the maintenance was completed in Horizon XE

Examples:

CX Procedure: Change of Address

Once finished, send the confirmation message to the client confirming their address change request is complete.

Email template: Demographic Change: Change of Address – Request Completed