How to help an Existing Customer with a Decline Application

Before sending an email to Digital Bank we must do our due diligence.

Possible Reason an Existing Current Client Application was be denied

• Mantl Account, Mantl Application and Horizon XE Identifying Information does not match
  • All Three must match
  • Identifying information
    • Name
    • DOB
    • SSN
    • Address
    • Email Address
    • Phone #

Scenarios

• Mantl Application  Identifying information matches the Horizon XE Identifying information, But the Mantl Account is different – (HubSpot Ticket Example: 1705214481)
  • Place ticket in the Mantl Error Escalation
  • Management will send a request to Mantl to Sync their Mantl Account information to Horizon XE
  • Once synced – Management will email Fraud & DB an email requesting for them to review and override rejection

• Mantl Application Identifying information doesn’t match Horizon XE Identifying information –
  • Advise the client that the application identifying information must match with the information on their current account in Horizon XE.
  • Eligible for handoff for the client to review their identifying information and funding information as accurate
• Identifying Information Matches (HubSpot Ticket Example 1705954647, 1713971293)
  • Send Email to DB & Fraud
    • +Fraud, please review and advise Digital Bank if any risk with manually overriding and approving the applicant
    • Once Fraud Responds – DB will be able to manually create clients account

If client needs to update their current account demographics – that must be done first before attempting a 2nd attempt – Follow Demographic Procedure SOP

Once the demographics changes have been made, we must request for digital bank to Sync the Horizon XE to the Clients Mantl Account.

• Place Ticket in Mantl Error Escalations for a Sync Request

Once synced – Management will email Fraud & DB an email requesting for them to review and override rejection