Contact Handling Business Rules

June 16, 2023
June 16, 2023

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.