What are the responsibilities of CX Team to Retain the customer?

The CX team members are responsible for the following:

Report all CD close-out requests accurately using HubSpot tickets

Gather all the information needed before sending the HubSpot ticket to DBO

Ensure that CD closure requests receive HIGH priority

Follow the outlined scripts the management team provided, and use special offers when applicable

Communicates to the client when their request has been completed

Prevent a complaint from the client for not completing their request or responding to their request

Escalate to the VP/Customer Success for rate approvals for all requests greater than $250k CDs that fall outside the current offer available

VP/Customer Success is responsible for gaining permission from the Chief Operating Officer (COO) to meet or beat offers outside current rates for all accounts greater than $250k

The CX Supervisor must monitor the CD rates and communicate expectations to CX Team.

Note: Digital Bank Operations (DBO) team is responsible for completing the CX team escalated tickets. DBO is accountable for communicating with the CX team if further information is needed or when the request has been resolved.