CX Specialist cannot waive a fee, the request must be sent over to DBO requesting for the fee to be waived also providing a valid reason on why the fee waiver is being requested.
CX BUSINESS RULES:
- Only the following approvers can waive fees: VP/Customer Success, Supervisor/Customer Success, VP/DBO, SVP/DBO
- CX must be knowledgeable about all the fees Quontic Bank charges the client
- CX must NOT give false hopes that a fee will be waived
- CX must advise the client that it is up to management to waive a fee
- CX must NOT say no, without verifying with an approver first
- Extensive activity research can CANNOT be waived
- If its light research, the client may not be charged (its DBO decision)
- CX and DBO will need written confirmation that the client is aware of the fee before we charge the client
- Debit Card expedited fee can be waived under certain circumstances
- Escalate to an approver for a decision
- DBO will review the client’s relationship and accounts before making a decision
- CX must provide the client with the Schedule of Fees to the client if they request it