Contact Handling Business Rules

version updated 6/9/2023

CX BUSINESS RULES:

• The post-engagement timeframe is 0:05 seconds
• QA management team must NOT hear “I will get that out to you by the end of the day”
  • Unless you need DBO assistance
• Security answers must match the information that’s in Horizon XE
• Documentation and HubSpot completion must be done while on the call
• Take ownership of the request or issue of the account holder through all channels
  • Listen, read, and understand the request or issue
  • All requests and issues need to be addressed as a one-contact resolution
    • Not addressing the account holder’s request or issue can affect your QA scorecard
• DO NOT provide the caller with incorrect information
  • For example, the caller will ask “Is this correct?” or “Can you provide me with the answers I got wrong?”
  • If the caller provides you with the wrong information move to another verification question until you believe or have certainty that the caller is the account holder
• Client is unsure what phone number is on file due to having mulitpe phone numbers
  • Code should still be sent
  • Advise the client to provide all their phones numbers that could possibly be associated with their account
  • If the client is unable to verify the phone number associated with their account
    • Ask additional verification questions
    • Client must complete a demographic change account maintenance – refer to Demographic Changes SOP
• CX and DBO must log all inbound and outbound calls on the account holder’s HubSpot profile
• CX and DBO must update the account holder’s last contact date to ensure the accounts don’t go into dormant status
• ·       Inbound [AR1][CC2]Phone Call/ Gila Audio/ Gila Chat Authentication Requirement
  • Must ask if the client is/was a Quontic AccountHolder
  • Must verify minimally four (4) points of information
    • Verify the incoming phone number matches what’s in Horizon XE
      • Mandatory Verification Questions – If the phone number matches ask for the
        • Full Name as it appears on the account
        • Account number or Last four digits of the social security number
        • Full Address
          • Address incorrect (Provide change of address instructions)
            • Go to additional verification questions
        • Happy Banker Verification Code to the phone number on file
      • Mandatory Verification Questions – If the phone number does NOT match:
        • Full Name as it appears on the account
        • Account number or Last four digits of the social security number
        • Full Address
          • Address incorrect (Provide change of address instructions)
            • Go to additional verification questions
        • Happy Banker Verification Code to the phone number on file
          • Ask the customer if they have access to the phone number on file since they are calling from a different number (shown in Glia)
          • Ask the caller the reason why they calling from a different number than what we have on file.
          • Go to additional verification questions
• Outbound Phone Calls
  • See CX Outbound Calls SOP for guidance
  • CX and DBO must call from the Quontic Customer Service Line (800) – 908 – 6600
• E-mail Authentication Requirement Ensure the e-mail address received matches the e-mail address on file If the customer has OLB access Respond to the customer with the following email template Instructions Sent through OLB  Send a secure message to address the customer’s request If the customer does not have OLB accessAddress the customer’s request through email  If the e-mail address does not matchCall the customer to assist with the request Log all outbound calls If the customer does not answer – reply with Email on File does NOT match Horizon e-mail template
• Online Banking Secure Message or Form Requirement
  • There is no need to authenticate the customer since it’s coming through their online banking portal
• Additional Verification Questions:
  • Phone Number
  • Date of Birth (DOB)
  • Funding Source (if it’s a brand new account)
  • Last Deposit Made
  • Mother’s Maiden Name (if available)
  • How many accounts do you have with Quontic
  • Name of Direct Depositor
  • Username (when dealing with OLB issues)
• Happy Banker Verification Code is sent to all customers using the following channels Gila Engagement (phone call, audio, and chat)
  • Verification codes are sent and verified through Happy Banker
  • Verification codes are four (4) digits
  • Codes will be sent via SMS or Voice (The preferred method is SMS)
  • Codes expire in ten (10) minutes
• CX must ask additional security questions when:
  • The customer stumbles with answering security questions
  • There is a Fraud note visible to Identity Theft
  • The customer is calling from a different phone number than what’s on file
• Unable to verify the customer
  • Do not tell the caller they have failed the authentication process
  • Politely advise the caller/ account holder that you can not provide any account information and that the account is under secondary review
  • Internal Use Only
    • Submit an Unusual Activity Report (UAR) by creating a separate HubSpot ticket – see CX Fraud/ UAR SOP for more guidance
      • Do NOT merge tickets
      • Reference the UAR HubSpot ticket in your Gila Engagement HubSpot ticket
        • Close the Gila Engagement HubSpot ticket
    • CX must attach their Gila Engagement Chat/phone call/ audio to the UAR ticket
    • The Fraud department will listen to the call and will follow up with the caller/ account holder within 24 – 48 hours
  • If the caller/ account holder insists on resolving the issue while on the phone escalate to your Supervisor.
  • Third-Party Verification
    • Third-Party Verification engagements can only be done over the phone
    • Third-Party Verification questions
      • Name of Third-Party Company or Institution
      • Name of caller or agent
      • Purpose of call
    • Third-Party Call Verification with customer
      • Name of Third-Party Company or Institution
      • Name of caller or agent
      • Purpose of call
      • Must complete a full authentication with the customer
      • Must receive customer’s authorization to speak with Third-Party regarding their account
    • CX MUST only answer Yes or No questions
      • Does the customer have an active account with Quontic? – CX can reply yes or no
      • Does the customer have enough funds to cover a check for the amount of XXX.XX – CX can reply yes or no
      • How much does the customer have in their Quontic Account? CX must answer “We cannot provide account specifics to a third party, we must speak to the client directly.