A Failed Pending Enrollment message is created if a user attempts to self-enroll in Online Banking for the first time and the enrollment fails. That message goes to a Failed Pending Enrollment queue in Web Administration (Web Admin). The Web Admin users review the requests and work with the customers to complete the enrollments.
CX Responsibilities:
The CX team in contact with a client’s online banking failed enrollment requests are responsible for recording, acting upon, and communicating to the client once their request is completed through the CX channels (i.e., email, online banking, phone). A HubSpot ticket on the client’s contact record captures the initial contact, progress, and completion of the request.
The CX team members are responsible for the following:
- Report all online banking enrollment issue requests accurately using HubSpot tickets
- Communicate to the client once their failed pending enrollment has been reset
- Assist the client through the phone channel and ensure the client is enrolled successfully
- Prevent a complaint from the client for not completing their request or responding to their request