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Category: Complaints

How to tell the difference between a Complaint and Feedback?

January 10, 2024
January 10, 2024
Customer Experience, Standard Operating Procedures, Complaints
Complaint, Feedback, dispute

Fees and Fee Waiver Business Rules

July 5, 2023
July 6, 2023
Customer Experience, Standard Operating Procedures, Complaints, Fee Waiver, Business Rules
fee, Fee Waiver, fee schedule, waive fee, fee waiver sop, debit card fee, research fee, who can waive, charge fee, account charge, debit card charge, shipping fee, expediate debit card, expediate fee, approve fee

HubSpot Ticket for Tier 1 Complaint

May 10, 2023
May 30, 2023
Customer Experience, Standard Operating Procedures, Complaints
Complaint, Tier 1, VP, regulatory complaint

Complaint – CX Responsibilities

May 10, 2023
May 30, 2023
Customer Experience, Standard Operating Procedures, Complaints
Complaint, complaint ticket, Angry Customer, how to handle a complaint, complaint cx, cx responsibilities, cx responsibility

Schedule of Fees

September 27, 2022
April 19, 2023
Customer Experience, Standard Operating Procedures, Complaints, Fee Waiver
Fees, Fees and Charges, foreign transaction fee, Schedule of Fees, monthly maintenance fees, fee waiver request, Fee Waiver, fee schedule, schedule, waive fee, Dispute a fee

Can the fee for expediting a debit card be waived?

September 27, 2022
September 28, 2022
Customer Experience, Standard Operating Procedures, Debit/ATM Cards, Complaints, Fee Waiver
Debit Card, fee, expediting, waive fee

Can the fee for extensive activity research be waived?

September 27, 2022
September 27, 2022
Customer Experience, Standard Operating Procedures, Complaints, Account Maintenance, Fee Waiver
DBO, fee, decision, extensive activity research, light research, waived

Fee Waiver Rules

September 27, 2022
April 19, 2023
Customer Experience, Standard Operating Procedures, Complaints, Fee Waiver
fee, CX Team, management, waive

Who has the ability to waive fees for the Fee Waiver request?

September 23, 2022
September 26, 2022
Customer Experience, Standard Operating Procedures, Complaints, Account Maintenance, Fee Waiver
Fees, DBO, fee waiver request, Fee Waiver, waive fees, VP, Supervisor, SVP

How does the Customer Success (CX) team receive Fee Waiver requests?

September 23, 2022
September 26, 2022
Customer Experience, Standard Operating Procedures, CDs, Money Market, Complaints, Account Maintenance, IRAs, Web Admin, MaxMyInterest, Fee Waiver
email, OLB, Web Admin, Online Banking Portal, phone, CX Team, ustomer Success, Fee Waiver
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