Reset Invalid PIN attempts (Client Request & HubSpot Ticket

Verify the Client:

Phone Request – Verify the client per Quontic four question procedure

Email Request – Verify the email matches the Horizon profile

Chat Message – Follow Chat SOP procedures

Secure Message – Customer is already verified

The Digital Bank Operations (DBO) team is responsible for resetting the PIN Attempts request in the back-end systems, then forwarding the request back to HubSpot (CX General/CX OLB Messages)- Needs Communication.

Verify the invalid PIN attempts in Horizon XE:

Select the Card – invalid PIN attempts are displayed

Select Card Information > Invalid PIN

Create or Locate the existing HubSpot ticket:

Include Invalid PIN Reset, the last four digits of the card number, and the client’s name in the ticket name (See Below)

Product: Debit Card/ATM Card (See Below)

Contact Reason: PIN Reset/PIN Change (See Below)

Include relevant screenshots in a note or the call log on the ticket

Horizon XE card information showing the card and invalid PIN attempts

Web Admin message if applicable

Update the Pipeline: DBO General

Update the Stage/Status: New

Remove yourself as the ticket owner

If the client is on the line: CX Team can send the ticket number in the Digital Bank Operations Team chat on RingCentral to inquire if there is a team member available to assist.

Ticket Name Example:

Product:

Contact Reason:

If the Client needs a new PIN – Please refer to KB Article link below: