Fees and Fee Waiver Business Rules

July 5, 2023
July 6, 2023

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 NOT 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
  • CX must create a HubSpot ticket and title it as follows:
    • IB – Fee Waiver – [Type of Fee] – Client’s Name
    • OLB – Fee Waiver – [Type of Fee] – Client’s Name
    • EMAIL – Fee Waiver – [Type of Fee] – Client’s Name
    • Send the HubSpot ticket to DBO – General Pipeline and Ticket Status – NEW
    • Priority – HIGH