What are the steps for Tier 3 Complaints?

Recognize ticket needs to be filed as a complaint

2. Change Ticket Name, add Complaint

3. Once completed, the ticket should be in Complaints – Internal Source Pipeline

4. Mark as a High Priority

5. Select Department – Quontic – “Customer Success”

6. Select Product

7. Under Reason – for any product ensure that you also select COMPLAINT COMPLAINT will open Complaint Banking Section

8. You may need to select more than one category depending upon the complaint.

Complaint Category includes the following:

External Transfer Policy

Quontic Ring

Web/App/IVR Issue

Card Issue

Fraud

Customer Service Quontic

Customer Service FIS

Marketing/disclosures/features

Move Money

Bank Process/Rules

CIP Verification

Physical Card/Refund Check

Transaction/Balance

Fees

Restrictions

Declined application

Technical Issue

9. Select the Complaint Source

The options are:

Phone (Verbal)

Email/Online Portal/Chat

OCC Agency

BBB Agency

CFBR

Social Media/Blog

Trust Pilot

CEO/Executive

Mail/Fax

FDIC

Attorney/Regulator

Attorney General (AG)

NYS Dept of Finance

10. Complaint Compensation IF ANY The $25 was a Visa gift card. Please seek approval prior to offering.

11. Complaint Resolution – once the complaint is completed, this section must be filled out

12. Complaint Status

The options are:

Closed/Resolved – resolved and the customer has accepted our

In Progress – while working on the issue

Closed – Unable to resolve – example, customer closed account, nothing we could do to save and resolve the issue that caused the complaint

Investigating For Managers

13. Complaint Details/Updates

In addition to Notes, update this section for pertinent details regarding the complaint

14. Do not close Complaints. Place in the QA Review pipeline. A manager will sign off and close the ticket.