Identity Theft – Hubspot Ticket

Create a ticket or locate an existing ticket

Log supporting documentation

Horizon XE Screenshot

Information Pertaining to the request

Call

Send Identity Theft Affidavit with the corresponding Hubspot Template (Identity Theft Affidavit)

Identify ticket as potential identity theft and forward to the Fraud Department

Product: Fraud Request

Department: Blank

Ticket Owner: Fraud Department

Ticket Name | Potential Identity Theft- Potential Victim Name

Ticket Description

Name,
Phone Number
Email

Ticket Owner | Fraud Department
Department | Unassigned
Product | Fraud Request

2. Log Call

Explain on the call what is required for the Identity Theft Affidavit

Must be notarized

Include a color copy of valid government-issued ID

Proof of residence (copy of utility bill or bank statement)

Return by email to Fraud@quonticbank.com

If the Affidavit is returned to CX Team, forward it to Fraud

A police report may be required, Quontic’s Fraud Department will request it if necessary

3. Email the Identity Theft Affidavit to the email provided (email may NOT match HorizonXE)

Use CX Identity Theft Affidavit template

Contains a link to the affidavit

Select Templates > Type Identity in the search field > Select CX Identity Theft Affidavit

Update the template with the individual’s name

Send

4. Create A Note

Include a description of the contents of the note, any information relevant to the identity theft case and a screenshot(s) of the Horizon XE

5. Update ticket Pipeline and Status

Pipeline | CX General
Status | Waiting on Digital Bank/Fraud