What are the procedures for a debit card dispute?

Locate the client’s request through the following CX channels:

Email

FIS Web Admin

General Question Message

Phone

Must submit a written request through an email or a secure message

Send a confirmation response to the customer’s email address

Best practice: Send an email while on the call and obtain the confirmation to move the ticket for processing before disconnecting the call

2. Locate the Client’s Account in Horizon XE

3. Quality Assurance (Q.A.):

Email: Verify that the email address matches the client’s contact profile on Horizon XE before completing their request

If the email does NOT match, direct the client to send a secure message through their online banking portal

OLB Secure Message: No need to verify since the client sent their request through their online banking portal

Phone Call: Verify the Client you have on the phone through Quontic’s verification process – verify four (4) aspects of the account to the right

I.B. Phone Call Verification Questions:

Client’s First and Last Name

Client’s Account Number

Client’s Address

Clients’ last four digits of social security number

Client’s Date of Birth

Client’s Username

4. Verify Account Status is Active; CX can proceed with the client’s request

5. If the account is Restricted, CX must address the restriction and provide the client with the dormant letter Restrictions and dormant statuses must be addressed before proceeding with other requests

6. Hubspot

Click on Contacts

Search the Clients name

Click on the Client’s Name

If the client does have

Click on +Add next to Tickets, and proceed to step #8

If the client does NOT, proceed to step #7

7.

Click on Tickets

Click on Tribar

Change the Pipeline to All Pipelines

Search the client’s Name or email address

If there is NO ticket with the same scenario, create a ticket Click on Create Ticket on the right side of the page

8.

Email Ticket Name: Debit Card Dispute – [Client’s Name]

OLB Ticket Name: OLB – Debit Card Dispute – [Client’s Name]

I.B. Ticket Name: I.B. – Debit Card Dispute – [Client’s Name]

Pipeline: CX General or CX OLB Message

Ticket Status: OLB In Process or New

Ticket Description: Transaction Dispute

Product: OLB Checking/Savings

Ticket Owner: CX Representative

Source: Phone/ or Email/ or OLB Message

Create Date: Today’s Date auto-populates

Priority

High Priority – if we have all the documentation for DBO

Medium Priority – if we require documentation from the client

Click on Create

9.

Pipeline: CX General or CX OLB Message

Ticket Status: OLB In Process or New

Ticket ID: Automatically Generated

Source: Phone/ or Email/ or OLB Message

Email Ticket Name: Debit Card Dispute – [Client’s Name]

OLB Ticket Name: OLB – Debit Card Dispute – [Client’s Name]

I.B. Ticket Name: I.B. – Debit Card Dispute – [Client’s Name]

Ticket Owner: CX Representative

Department- Quontic: Customer Success

Ticket Description: Transaction Dispute

Create Date: Today’s Date

Priority:

High Priority – if we have all the documentation for DBO

Medium Priority – if we require documentation from the client

OLB Ticket Props:

Web Admin – OLB Original Submit Date – Date request submitted

Web Admin – OLB Reference Number – Reference Number

Banking Reason for Contact: General: Limits, Transactions, Dispute, Hold

Click on Save

Product: Debit Card/ATM Card

10.

Horizon:

Click on Relationship Summary

Click on Customer Accounts

Click on the Account

11.

Click on History

Click on Transactions

Change Statement Period

Last 10 transaction

Last 10 Days

Last 30 Days

Last 60 Days

Date Range

CX must ask the client to verify all the pending and posted transactions prior transaction in question and after The client must include all unauthorized transactions in the dispute form.

12.

HubSpot:

Click on Notes

Click on Create Note

Include these snippets in your note with a short description FIRST

Horizon XE Profile, OLB Secure Message

Snippet #1: Client’s profile on Horizon XE

Snippet #2: Message to the client with the debit card or ACH dispute procedure and form Click Save on your HubSpot note

13.

Manually upload the Dispute Form as an Attachment to the HubSpot ticket

Click on ADD

Click on Upload New

Select the file from the computer browser.

14.

Change Ticket Status to

OLB Waiting on Contact- Closed

OR

Waiting on Contact-Closed

Change Priority to Medium

15.

Must have all required information in Hubspot Ticket to send to DBO

Change Pipeline to DBO-General

Ticket Status – New

Change Priority – High

DBO will communicate with the client going forward with their dispute