How to Redeem Bitcoins if the Customer Requests by Phone (Inbound Call)?

Locate the Client’s Account in Horizon XE by email address

Verify the Client

Verify Account Status is Active

If the account is Restricted, CX must address the restriction before moving forward with the request

Direct the customer to complete the Bitcoin Redemption Form on their online banking (not the mobile app)

Create a Hubspot Ticket / Verify there is not already a ticket

Ticket Name: IB – Bitcoin Redemption Request – [Client’s Name]

Pipeline: CX General

Ticket Status: New

Ticket Description: Bitcoin Redemption Request

Product: OLB Checking/Savings

Ticket Owner: Your Name

Source: Phone

Create Date: Today’s Date auto-populates

Priority – High Priority

Click on Create

Add the customer to “Contacts”

Add a snippet of the Bitcoin Redemption Form from Web Admin to the ticket

On Web Admin, Under Bitcoin Redemption Form

Click on the Customer’s Name

Click on Accept Request – No Action

Click on Submit

Click Print

Change the Pipeline from CX General to DBO General