Close CD W/Penalty and Open New QB Account Overview

The CX team members are responsible for the following:

• Report all close-out requests accurately using HubSpot Tickets
• Report all the instructions provided to the customer accurately using HubSpot Tickets
• Ensure the correct close-out balance is provided to the customer to open the new account
• Forward the HubSpot ticket to DBO – Close-out Pipeline for completion
• Prevent a complaint from the client for not completing their request or responding to their request

CX Rules

• Voluntary Account Closure
  • All Voluntary account closures require the customer to provide a written request
  • Account closure and the opening of the new account MUST be done on the same business day
  • Inbound/Outbound Account Closure Call
    • CX MUST send the customer a secure message with the following information
      • New CD Account Opening Procedure
      • Penalty Fee
      • Transfer Amount
        • Net payout changes DAILY due to daily accrual interest earned
      • Disclose Partial Withdrawal and Transfer Balance Amount
        • See SOP – CX All Account Closure for close-out options
  • Secure OLB message request CX MUST call the customer
    • If the customer does not answer, leave a voicemail. Please reply to the customer and inform them to call us.

BUSINESS RULES

• New Account Opening Procedure CX must provide to the customer:
  • Instructions on how to open a new CD through the Quontic website
    • Manually enter their current account information for the funding source
      • Account Number
      • Routing Number – 021473030
      • Select SAVINGS for the account type
  • The customer must alert us when the new account is opened so that DBO can process the account closure and manual transfer
    • The customer MUST open the account the same business day during business hours
• DBO will place the CD account closure in CLOSE-OUT PENDING status and follow the close-out procedure