Add Joint Owner Business Rules

Version 6/1/2023

CX BUSINESS RULES:

• As of May 15, 2023, the add joint owner form on WebAdmin will no longer be available
• CX must follow the HubSpot SOP for the creation and entire process of a HubSpot ticket
• CX must follow the authentication and update the last contact date process in the Contact Handling SOP for all CX channels
• When contacted via phone or email, CX provides the client with instructions to access the application through a secure message
  • CX must follow Email Procedurebelow when a joint owner comes through the email  
    • Reply to the client’s email with Instructions Sent through the OLB email template
    • Send a secure message using the Joint Owner pipeline and provide instructions on how the client can access their application and send the invitation to the joint applicant
    • If the client does not have OLB proceed with an email message
  • CX must send the client a new secure message if the joint owner request comes in through any other pipeline that is not the Joint Owner pipeline through WebAdmin
    • See the email procedure below for the full process
• Joint Owners can only be added to an active Quontic account to the following accounts:
  • High Yield Checking/ Savings, Cash Reward Checking, Money Market, and Certificate of Deposit
  • NO Joint Signers for Bitcoin products
  • Only four (4) Joint Owners can be listed on an eligible account
• A live joint owner cannot be removed
  • A client must close the account and reopen a new account
• A deceased joint owner can be removed
  • Documentation is needed for the deceased to be removed from the account
  • DBO must review the documentation provided and approve the exception
• CX must direct the client to their existing application
  • The client will access their online application and will utilize the Add Joint Owner link
  • The client will need to enter the joint owner’s name and email address
  • An invitation link will be sent to the email address entered
  • The Client can only add on joint owner via the online application. Additional Joint Owner request must be offered manual process.
• The manual process should only be offered if the client has successfully added a joint owner via the application link or if the client wishes to add additional joint owner to the eligible account
  • Send the client a secure message with the Joint Owner – Information Needed email template Digital Back Office (DBO) must approve and add a joint owner to the account
  • The joint applicant will NOT be added manually if declined during the application process
    • See MANTL SOP for guidance in the console
• CX can only provide and accept manual joint owner applications for Quontic Max Savings applications due to the MaxMyInterest applications not being updated to V3 in the new MANTL update
• New Accounts – funds must be available before the joint signer request can be completed
• CX must never send a link to a joint owner
  • CX must guide the client to send the link to the joint owner
• CX must verify the account on Horizon XE to ensure the joint owner is not on the account
  • If the joint owner is on the account, send the client a secure message with the Joint Owner – Already Listed email template
• Add Joint owner to Multiple Accounts
  • The owner will need to send the Add Joint Owner link invitation for each account they wish to add the joint applicant
  • Joint Applicant must apply for each account separately
• Account Signer can NOT be added as a Beneficiary