Email Request to Redeem Bitcoins BUT the email does not match the Horizon profile email address

Locate the Client’s Account in Horizon XE

Verify that the email address matches the client’s contact profile on Horizon XE

Verify Account Status is Active

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

5. If the email does NOT match, EMAIL the client to send a secure message through their online banking portal or complete the Bitcoin Redemption Form

6. Update Email Ticket Name: Bitcoin Redemption Request – [Client’s Name]

Pipeline: CX General

Ticket Description: Bitcoin Redemption Request

Product: OLB Checking/Savings

Ticket Owner: Your Name

Source: Email

Create Date: Today’s Date auto-populates

Priority – High Priority

Add the customer to “Contacts”

7. Click on Create

8. Change the status to Waiting on contact-Closed