Complaint – CX Responsibilities

Any member of the Digital Bank Operations (DBO) or Customer Success (CX) team in contact with a customer expressing a complaint is responsible for recording, acting upon, and communicating to the customer with a resolution on complaints received through the contact channels (i.e., phone, email, online banking, mail). A HubSpot ticket on the customer contact record captures the issue, progress, and resolution of a complaint.

The VP/CX is responsible for the following:

Complaint and Escalations oversight by ensuring the CX Team

Recognize when a contact is escalating

Capture and report complaints accurately

Understand the three (3) complaint tiers

Has Complaint Training quarterly

Analyze and report complaints monthly

Records in a Hubspot ticket and Complaint – Regulatory Pipeline the regulatory complaints received via the Bank’s Compliance Department

Investigates each regulatory complaint to determine the root cause

Attaches the chain of events in the Hubspot ticket

Provides solutions ongoing to avoid complaints

CX Business Rules for a Complaint

What are Considered Complaints?