What are the steps for Tier 2 Complaints?

The marketing team provides feedback to VP/CX

VP/CX creates a ticket in Complaint – External Source (Non-regulatory)

Title-specific to the complaint

Ticket Description – copy/paste what was provided by Marketing from the customer or recap description

Source Marketing

3. Select Department – Quontic – “Customer Success”

4. Select Product

5. Under Reason – for any product ensure that you also select COMPLAINT COMPLAINT will open Complaint Banking Section

6. You may need to select more than one category depending upon the complaint.

Complaint Category includes the following:

External Transfer Policy

Quontic Ring

Web/App/IVR Issue

Card Issue

Fraud

Customer Service Quontic

Customer Service FIS

Marketing/disclosures/features

Move Money

Bank Process/Rules

CIP Verification

Physical Card/Refund Check

Transaction/Balance

Fees

Restrictions

Declined application

Technical Issue

7. Select the Complaint Source

The options are:

Phone (Verbal)

Email/Online Portal/Chat

OCC Agency

BBB Agency

CFBR

Social Media/Blog

Trust Pilot

CEO/Executive

Mail/Fax

FDIC

Attorney/Regulator

Attorney General (AG)

NYS Dept of Finance

8. Complaint Compensation IF ANY $50 can be provided to the customer. Please seek approval prior to offering.

9. Complaint Resolution – once the complaint is completed, this section must be filled out

10. Complaint Status

The options are:

Closed/Resolved – resolved and the customer has accepted our

In Progress – while working on the issue

Closed – Unable to resolve – example, customer closed account, nothing we could do to save and resolve the issue that caused the complaint

Investigating For Managers

11. Complaint Details/Updates

In addition to Notes, update this section for pertinent details regarding the complaint

12. Assign to CX Investigating Stage

13. Save the email and attach it to the ticket via a note

14. VP/CX

investigates the complaint

Notes investigation

Coaches as necessary CX team members

Contacts customer throughout investigation until the ticket is resolved

Moves ticket to DBO Investigating

May assign to CX Supervisor or CX QA Lead

15. Moves ticket to DBO Investigating

16. VP/DBO

Reviews events

Completes outstanding DBO requests related to the complaint

Determines DBO Root Cause

Coaches as necessary DBO team members

Moves ticket to SVP Review/approval stage

17. SVP/DBO reviews, approves, closes ticket