Customer Care Console- Process Service Request (General Steps)

From Web Admin, select the desired Request category

Click on the blue link (Reference Number) to open the request

A Process Service Request screen similar to the one below appears

Create the Hubspot ticket for the request

Select the appropriate Request Processing based on the type of request

Accept Request – No Action

Example: Check Order, Beneficiary Request, or Lost/Stolen Card

Accept Request – Needs More Info

Type into the Reply to OLB User box, “See Secure Message”

Send an OLB message with more information to the client

For example: Change of address request, CX will send the client what documentation is required, OR Joint Owner Request, CX will send the client what documentation and information is required to complete the process

Deny Request – Not typically used, send a secure message to the client if you deny the request with the reason and alternative if applicable

Assign To – CX Team does not typically use this option

Unassigned -CX Team does not typically use this option

For Accept Request – No Action, Select Complete

For all other options, Select Submit

Select Print

Take a screenshot of the Print Preview and paste it into the Hubspot ticket

Audit History – CX MUST include this screenshot portion within the Hubspot ticket for auditing purposes, it is the section at the bottom of the print preview

Full Name | Underneath this column, you will see the client’s name and the CX team member who has been addressing it
Username | The client’s username
Date | All of the time stamps of the activity
Note | All the activity and status of the request form

Complete the Hubspot ticket and send it to DBO if required