How Does A Customer Succuss (CX) Specialist Use The Customer Care Console?

The CX Team will

• track and document the client’s request using Hubspot
• record, act upon, and communicate to the client once their request has been completed through the CX channel
  • Email
  • Online Banking
  • Phone
• A Hubspot ticket on the client’s contact record captures
  • initial contact
  • progress
  • completion of the request

The CX team members are responsible for:

• Report the client’s request accurately using HubSpot tickets
• Escalate all requests to the proper department pipeline
• Prevent a complaint from the client for not completing their request or responding to their request

Digital Banking Operations (DBO) team is responsible for addressing all HubSpot tickets. DBO is accountable for communicating with the CX team if further information is needed or when the request has been resolved.