Customer Experience

Standard Operating Procedures

SOPs - SVP Approved

Call Transfer Guide

Document Requests

Special Request

General Mortgage Qs

Contact Authentication

Move Money Options

Closed Account Requests

Account Maintenance

Dormant or Inactive Status

Demographic Change

External Transfers

Quality Assurance

Debit/ATM Cards

Provisional Credit/Debit

Debit/ATM Limit

Unusual Activity

Restrictions/Holds

Online Banking Portal

Mobile Check Deposit

Digital Bank Operations

Standard Operating Procedures

Bitcoin Checking

Interest-Bearing DDA/SAV

Tag: CX Team

Fee Waiver Rules

September 27, 2022

April 19, 2023

Customer Experience, Standard Operating Procedures, Complaints, Fee Waiver

fee, CX Team, management, waive

How does the Customer Success (CX) team receive Fee Waiver requests?

September 23, 2022

September 26, 2022

Customer Experience, Standard Operating Procedures, CDs, Money Market, Complaints, Account Maintenance, IRAs, Web Admin, MaxMyInterest, Fee Waiver

email, OLB, Web Admin, Online Banking Portal, phone, CX Team, ustomer Success, Fee Waiver

How does the CX Team track and document the client’s transaction dispute request?

September 23, 2022

September 26, 2022

Customer Experience, Standard Operating Procedures, CDs, Debit/ATM Cards, Money Market, Account Maintenance, Hubspot, MaxMyInterest, Disputes

Request, dispute, transaction dispute, document, track, CX Team, transaction dispute request

How do the CX Team track and document the client’s fee waiver request?

September 23, 2022

September 26, 2022

Customer Experience, Standard Operating Procedures, CDs, Money Market, Complaints, Account Maintenance, IRAs, Hubspot, MaxMyInterest, Fee Waiver

hubspot, Request, fee, document, fee wavier, track, wavier, fee waiver request, CX Team

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