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: DBO

Can the fee for extensive activity research be waived?

September 27, 2022

September 27, 2022

Customer Experience, Standard Operating Procedures, Complaints, Account Maintenance, Fee Waiver

DBO, fee, decision, extensive activity research, light research, waived

Who has the ability to waive fees for the Fee Waiver request?

September 23, 2022

September 26, 2022

Customer Experience, Standard Operating Procedures, Complaints, Account Maintenance, Fee Waiver

Fees, DBO, fee waiver request, Fee Waiver, waive fees, VP, Supervisor, SVP

What is Digital Bank Operations (DBO) team responsible for when receiving transaction dispute requests escalated by the CX team?

September 23, 2022

September 26, 2022

Customer Experience, Standard Operating Procedures, Debit/ATM Cards, Account Maintenance, Disputes

DBO, dispute, transaction dispute requests, Digital Bank Operations, requests, escalated

Can a CX Representative Manually Add a New Funding Account in CST?

September 21, 2022

October 3, 2022

Customer Experience, Standard Operating Procedures, Zelle, Bill Pay, CST Customer Service Tool

DBO, CX, CST, Customer Service Tool, Manual, Funding Account, New Funding Account

Once the Check Order/Reorder ticket is created – How is the Check Order/Reorder Processed?

September 13, 2022

September 14, 2022

Customer Experience, Standard Operating Procedures

Ordering Checks, Checks, Check Order, Pipeline, Status, DBO, CX

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