Fees and Fee Waiver Business Rules

CX BUSINESS RULES:

Only the following approvers can waive fees: VP/Customer Success, Supervisor/Customer Success, VP/DBO, SVP/DBO

CX must be knowledgeable about all the fees Quontic Bank charges the client

CX must NOT give false hopes that a fee will be waived

CX must advise the client that it is up to management to waive a fee

CX must NOT say no, without verifying with an approver first

Extensive activity research CAN NOT be waived

If its light research, the client may not be charged (its DBO decision)

CX and DBO will need written confirmation that the client is aware of the fee before we charge the client

Debit Card expedited fee can be waived under certain circumstances

Escalate to an approver for a decision

DBO will review the client’s relationship and accounts before making a decision

CX must provide the client with the Schedule of Fees to the client if they request it

CX must create a HubSpot ticket and title it as follows:

IB – Fee Waiver – [Type of Fee] – Client’s Name

OLB – Fee Waiver – [Type of Fee] – Client’s Name

EMAIL – Fee Waiver – [Type of Fee] – Client’s Name

Send the HubSpot ticket to DBO – General Pipeline and Ticket Status – NEW

Priority – HIGH