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