How to locate check availability in Horizon? – CX Procedure

Access Horizon XE

2. Locate the client’s account in Horizon XE

3. Click on Relationship Summary

Click on Customer Accounts

Verify the Current Balance vs the Available Balance

If both balances match there is no hold on the account

If both balances do not match there might be a hold or a pending transaction on the account

Click on the account in question

4. CX will be defaulted to the Alerts Tab under the Alerts section

If CX sees Reg CC Exception Reason under the Alerts section its due to a hold on a check deposit

5. Click on History

Click on Transactions

Verify when the transaction was completed and how long the account has been opened for

Accounts opened less than 30 days – all mobile deposit checks are placed on a 9-business day hold — NO EXCEPTIONS

Accounts opened more than 30 days — the client will receive $225.00 after one business day of the deposit, the client will receive $5,300 after two business days of the deposit, and the remaining balance after the seventh business day of the deposit

Mobile checks can be placed on an extended hold upon DBO discretion — DBO will send the client an email to advise of the extended hold — Refer to the Receipt from Quontic Bank ticket located in the client’s Hubspot Contact Profile

CX must click on Holds on the upper right-hand corner to view more information on the hold

6. CX will be provided with more information on the mobile deposit:

Sequence Number

Type of Hold

Amount of the Hold

Expiration Date of the Hold

Reason of the Hold

CX can click on the arrow to see when the maintenance was done on the mobile deposit

Large mobile deposit hold example: