- Related to isolated, sporadic or systemic issues which affect the client
- Related to regulation or statute.
- Have a small but negative impact on the customer and/or Quontic if left uncorrected
- These are typically due to:
- Individual instances of failure to follow established procedures
- Minor errors in implementing reasonable procedures to comply with the obligations of a regulation or statute.
Examples of Tier 3 complaints:
- Bank process/rules complaints
- Problem accessing online banking
- Debit/ATM card issues
- ATM deposit/withdrawal issue
- Customer notice of error or account discrepancy
- Failure to close accounts/CD(s)
- Customer service issue(s)
- Mention or threat of contacting a regulatory agency, lawsuit, or legal action
- Dissatisfaction with the service or employees or providers
Tier 3 examples of customer comments that a Complaint -Internal Source ticket must be created Tier 3 Escalations to be managed by the CX Supervisor with the CX QA Team Lead