- Locate the Client’s Account in Horizon XE by email address
- Verify the Client
- Verify Account Status is Active
- If the account is Restricted, CX must address the restriction before moving forward with the request
- Direct the customer to complete the Bitcoin Redemption Form on their online banking (not the mobile app)
Create a Hubspot Ticket / Verify there is not already a ticket
- Ticket Name: IB – Bitcoin Redemption Request – [Client’s Name]
- Pipeline: CX General
- Ticket Status: New
- Ticket Description: Bitcoin Redemption Request
- Product: OLB Checking/Savings
- Ticket Owner: Your Name
- Source: Phone
- Create Date: Today’s Date auto-populates
- Priority – High Priority
- Click on Create
- Add the customer to “Contacts”
- Add a snippet of the Bitcoin Redemption Form from Web Admin to the ticket
- On Web Admin, Under Bitcoin Redemption Form
- Click on the Customer’s Name
- Click on Accept Request – No Action
- Click on Submit
- Click Print
- Change the Pipeline from CX General to DBO General