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Category: Quality Assurance

How to authenticate a customer with a Dormant/Inactive/Escheatment Account?

December 14, 2023
December 14, 2023
Customer Experience, Standard Operating Procedures, Dormant or Inactive Status, Quality Assurance, Business Rules
Dormant Account, Inactive Account, Authentication for Dormant Account, Escheatment Account Authentication

What are the Quality Requirements?

April 25, 2023
May 30, 2023
Customer Experience, Quality Assurance
QA, QQAP, Quality Assurance, Quality

What is the Quontic Quality Assurance Program? (QQAP)

April 25, 2023
May 30, 2023
Customer Experience, Quality Assurance
QA, QQAP, Quality Assurance Program, Quality Assurance

Quontic Bank ONLINE BANKING SERVICES AGREEMENT AND DISCLOSURE

March 8, 2023
April 18, 2023
Customer Experience, Standard Operating Procedures, Bill Pay, Account Maintenance, Quality Assurance, Online Banking Portal, Disclosures
online banking, OLB, Online Banking Portal, Online Banking Enrollment, OLB Enrollment, Terms and Conditions, Agreement and Disclosure, Enrollment

What are the responsibilities of CX Team to Retain the customer?

September 22, 2022
September 28, 2022
Customer Experience, Standard Operating Procedures, CDs, Quality Assurance, Retention, CDs
CD, CD close out, CD Retention, Responsibility, CD Retention process

CX Closed Any Balance with/without Accrued Interest

September 22, 2022
September 26, 2022
Customer Experience, Standard Operating Procedures, CDs, Quality Assurance, Retention, CDs
CD, Closed account, Retention, CD Retention, CX closed, Accrued interest

CX CD New Rates and Closure Items

September 22, 2022
October 25, 2022
Customer Experience, Standard Operating Procedures, CDs, Quality Assurance, Retention, CDs
CD, Close CD, Retention, New Rates, CD Retention, Save, Closure items, close cd request

When can a client send us a CD closeout request?

September 22, 2022
September 27, 2022
Customer Experience, Standard Operating Procedures, CDs, Quality Assurance, Retention, CDs
CD, Close CD, Penalty, Maturity, Date, CD close out, Ten day, Grace period

How to proceed if a customer is closing out the CD and has a balance of over $250k?

September 22, 2022
September 28, 2022
Customer Experience, Standard Operating Procedures, CDs, Quality Assurance, Retention, CDs
closing, Retention, Retain, CDs, 250k, greater than $250k

How much can we offer the customer to retain their CD?

September 21, 2022
September 27, 2022
Customer Experience, Standard Operating Procedures, Quality Assurance, Retention, CDs
CD, Retain, offer, 10 basis, rates, current rates
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