Add Joint Owner Business Rules

Version 6/1/2023

CX BUSINESS RULES:

As of May 15, 2023, the add joint owner form on WebAdmin will no longer be available

CX must follow the HubSpot SOP for the creation and entire process of a HubSpot ticket

CX must follow the authentication and update the last contact date process in the Contact Handling SOP for all CX channels

When contacted via phone or email, CX provides the client with instructions to access the application through a secure message

CX must follow Email Procedurebelow when a joint owner comes through the email

Reply to the client’s email with Instructions Sent through the OLB email template

Send a secure message using the Joint Owner pipeline and provide instructions on how the client can access their application and send the invitation to the joint applicant

If the client does not have OLB proceed with an email message

CX must send the client a new secure message if the joint owner request comes in through any other pipeline that is not the Joint Owner pipeline through WebAdmin

See the email procedure below for the full process

Joint Owners can only be added to an active Quontic account to the following accounts:

High Yield Checking/ Savings, Cash Reward Checking, Money Market, and Certificate of Deposit

NO Joint Signers for Bitcoin products

Only four (4) Joint Owners can be listed on an eligible account

A live joint owner cannot be removed

A client must close the account and reopen a new account

A deceased joint owner can be removed

Documentation is needed for the deceased to be removed from the account

DBO must review the documentation provided and approve the exception

CX must direct the client to their existing application

The client will access their online application and will utilize the Add Joint Owner link

The client will need to enter the joint owner’s name and email address

An invitation link will be sent to the email address entered

The Client can only add on joint owner via the online application. Additional Joint Owner request must be offered manual process.

The manual process should only be offered if the client has successfully added a joint owner via the application link or if the client wishes to add additional joint owner to the eligible account

Send the client a secure message with the Joint Owner – Information Needed email template Digital Back Office (DBO) must approve and add a joint owner to the account

The joint applicant will NOT be added manually if declined during the application process

See MANTL SOP for guidance in the console

CX can only provide and accept manual joint owner applications for Quontic Max Savings applications due to the MaxMyInterest applications not being updated to V3 in the new MANTL update

New Accounts – funds must be available before the joint signer request can be completed

CX must never send a link to a joint owner

CX must guide the client to send the link to the joint owner

CX must verify the account on Horizon XE to ensure the joint owner is not on the account

If the joint owner is on the account, send the client a secure message with the Joint Owner – Already Listed email template

Add Joint owner to Multiple Accounts

The owner will need to send the Add Joint Owner link invitation for each account they wish to add the joint applicant

Joint Applicant must apply for each account separately

Account Signer can NOT be added as a Beneficiary